BUSINESS ANALYST 311 #67732

City of Toronto; Toronto; Hybrid; CAD 89,000 - 133,000; Full time

Job summary

The City of Toronto is seeking a Business Analyst to support complex projects across the Customer Experience Division. The role blends business analysis and project delivery, from initiation through implementation and transition to operations.

Reporting to the Manager, the Business Analyst will identify opportunities to improve processes and governance, coordinate with cross-functional teams, and ensure projects deliver on outcomes and timelines.

Qualifications

• Post-secondary education or equivalent experience in public administration, business administration or business analysis.
• Extensive experience conducting business process reviews, identifying improvement opportunities and developing evidence-based recommendations.
• Considerable experience leading multiple projects with cross-functional teams and formal project management.
• Experience leading digital transformation initiatives including governance and benefits realization.
• Experience using business analysis, project management and workflow tools like Copilot Studio, Jira; familiarity with contact center tools.

Responsibilities

• Leads identification, evaluation, prioritization and implementation of opportunities to improve service delivery and organizational effectiveness.
• Supports development and maintenance of the CXD delivery roadmap with use-case identification and benefits realization measures.
• Provides strategic leadership on service transformation, governance, policy considerations and readiness.
• Leads discovery, business analysis and requirements development with stakeholders to define needs and implementation approaches.
• Leads cross-divisional teams, partners, and vendors to plan, implement and monitor solutions with performance measures.
• Contributes to project planning and priority setting within the project team.
• Develops policies and procedures and training programs with stakeholders.

Skills

Project management

Business analysis

Stakeholder engagement

Agile methodologies

Facilitation

Communication

Education

Post-secondary education in public administration, business administration, business analysis

Tools

Copilot Studio

Agentforce

Jira

Genesys

Verint

Salesforce

Job description

Job Category:

Policy, Planning & Research

Division & Section:

Customer Experience, Business Transformation & Sustainment

Work Location:

Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy)

Job Type & Duration:

2 Full-Time, Temporary (12 month) Vacancies

Salary Range:

$89,337.00 - $132,880.00

Shift Information:

Monday to Friday, 35 hours per week

Affiliation:

Non-Union

Number of Positions Open:

2

Posting Period:

30-Oct 2026 to 16-Nov-2026

Reporting to the Manager, Business Transformation & Sustainment, the Business Analyst supports the planning and delivery of complex projects and initiatives across the Customer Experience Division (CXD), working with business, technology and operational teams to move work from initiation through implementation and transition to operations. The role combines business analysis and project delivery responsibilities, including defining scope and requirements, supporting the development and delivery activities against project plans, coordinating with cross-functional teams, tracking milestones and performance, and supports projects through implementation and transition to business-as-usual operations. Using business analysis and project leadership skills, the Business Analyst helps ensure projects are well planned, effectively governed and delivered against agreed outcomes, timelines and priorities.

The Business Analyst 311 identifies opportunities to improve established processes, deliver priorities, use cases, requirements and governance practices, and leads cross-divisional initiatives from discovery through implementation, operational sustainment, and continuous improvement. They provide strategic advice to management on opportunities, risks, policy implications and organizational readiness associated with service delivery, while supporting improvements to employee experience, operational effectiveness and evidence-based decision-making.

Major Responsibilities:

• Leads the identification, evaluation, prioritization and implementation of opportunities across CXD to improve service delivery, customer outcomes, employee productivity, and organizational effectiveness.
• Supports development and maintenance of the CXD delivery roadmap, including use-case identification, business prioritization, benefits realization measures and implementation plans aligned with divisional and corporate objectives.
• Provides strategic leadership and expert advice on service transformation, including opportunities, risks, governance requirements, policy considerations and organizational readiness.
• Leads discovery, business analysis, business case development and requirements development activities for initiatives, working with operational, technology, policy and customer experience stakeholders to define business needs, implementation approaches, and success measures.
• Leads cross-divisional teams, partners, and vendors to plan, implement, monitor and continuously improve solutions, while establishing performance measures to evaluate customer impact, operational outcomes, and business value.
• Takes an active role as a member of the project team and contributes to the overall work planning and priority setting of the project.
• Develops options for policies, procedures, business process reviews, management practices, and recommends changes to support management functions and improve efficiency and effectiveness of service delivery.
• Develops and documents, with key stakeholders, standard operating policies and procedures and develops appropriate training programs.
• Assists in building and managing co-operative relationships with other City divisions to ensure adequate resources are available to achieve project goals.
• Prepares visual presentations, briefing materials and other documentation as required. Provides presentation support, and gives presentations as required.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Manages vendors and external contractors.
• Prepares Request for Information/Purchase/Quotations (RFI/P/Q) and other formal project documentation.
• Deals with confidential and sensitive information affecting 311 and its resources including providing support and recommendations related to confidential business realignments within 311.

Key Qualifications

• Post-secondary education in public administration, business administration, business analysis or other discipline pertinent to the job function, or an equivalent combination of education and experience.
• Extensive experience conducting business process reviews and analysis, identifying best practices and service improvement opportunities, and developing evidence-based recommendations to support business transformation initiatives within a large, complex organization (public sector or government environment would be considered an asset).
• Considerable experience working on and leading multiple projects along with cross-functional teams, developing project plans and artefacts, and applying formal project management methodologies.
• Considerable experience leading the identification, assessment and implementation of digital transformation initiatives, including business case development, stakeholder engagement, governance and benefits realization.
• Experience using business analysis, project management, AI-enabled productivity, or workflow tools (e.g., Copilot Studio, Agentforce, Jira). Experience with contact centre tools such as Genesys, Verint or Salesforce would be considered an asset.
• Demonstrated knowledge of responsible data governance, privacy, accessibility, risk management and change management practices, with the ability to translate emerging technologies into practical business solutions and service improvements.
• Demonstrated knowledge of Agile project management methodology and frameworks.
• Highly developed strategic planning, business analysis and facilitation skills, with the ability to build consensus among diverse stakeholders, lead cross-functional teams and communicate complex technical and policy concepts to senior management and non-technical audiences.
• Demonstrated political acuity, strong interpersonal skills, and the ability to work effectively independently, as well as collaboratively in a fast paced, evolving environment.
• Excellent attention to detail, with strong organizational and time management skills and the ability to manage competing priorities and meet deadlines.
• Effective decision-making, conflict resolution and problem-solving skills with a results-oriented approach and strong customer service orientation.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.