BUSINESS ANALYST TSSS (SOLUTION DESIGN)

City of Toronto; Toronto; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

The City of Toronto is seeking a Business Analyst for Solution Design to enhance the Shelter Management Information System. This role focuses on user-centered design and data-driven service improvements for vulnerable populations, requiring collaboration with stakeholders, research capabilities, and strong analytical skills. The position offers a unique opportunity to impact social services through innovative digital transformation initiatives.

Qualifications

• Considerable experience documenting user requirements and producing use cases.
• Extensive experience in conducting user experience research.
• Strong organization skills with the ability to manage multiple projects.

Responsibilities

• Collaborates with stakeholders on user needs and documents business requirements.
• Champions user-centered design principles and prepares necessary design documents.
• Conducts user research, facilitating groups and evaluating feedback.

Skills

User experience research

Stakeholder collaboration

Analytical skills

Problem-solving

Negotiation skills

Education

Post-secondary education in Business/Public Administration or User Experience

Tools

Figma

Confluence

Jira

Job description

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• Job Category:Policy, Planning & Research
• Job Type & Duration: Full-Time, Temporary (12 months)
• Shift Information: Monday to Friday, 35 hours per week. Hyb rid.
• Affiliation: Non-Union
  Number of Positions Open: 1
• Posting Period: 27-MAY-2025 to 10-June-2025

Are you a projects-driven individual interested in bringing your skills and passion for solution design to modernizing the IT system used in all Toronto’s homelessness shelters? Does being in a new role at the intersection of social service delivery, business process improvement, and digital transformation excite you?

Job Description

As a Business Analyst, Solution Design, you will support the user-focused design of Shelter Management Information System (SMIS) changes to ensure they are user-friendly and effectively address business needs. In your role you will drive the TSSS division's efforts to modernize its use of data to improve services for the City's most vulnerable residents. This involves guiding business units through the business requirements and solution design process, supporting them in creating documentation guides for new or updated fields (e.g., what information should be collected, by whom, why), developing mock-ups and design options, supporting user research for usability, helping business units determine user access roles to benefit from changes, and collaborating with the IT team on technical feasibility and problem solving.

Major Responsibilities

• Collaborates with diverse stakeholders to understand user needs, pain points, and document business requirements; build consensus amongst stakeholders on the accomplishment of deliverables; design innovative, user-centered solutions to meet business needs
• Incorporates user-centered design methodologies in the development of programs, tools, and policies.
• Champions user-centered design principles in SMIS by introducing new and innovative perspectives to the City of Toronto's design practice through the application of industry best practices.
• Prepare Business Cases, Business Requirements, Gap Analyses, Logical Data Models and Design documents for proposed solutions.
• Prepares, or contributes to technology solution artefacts including product visions, use cases, use case models, and supplementary specifications including screen mock-ups, report mock-ups and business rules specifications.
• Initiates and conducts research and analysis on opportunities.
• Conducts user research, including facilitating groups and evaluating feedback pertaining to interface, usability and client experience to inform the design of innovative solutions and redesigned processes,
• Identifies and recommends risk mitigation strategies related to business process solutions/changes.
• Lead or collaborate in all aspects of the user-centred solution design (e.g. user interface (UI) design, UX writing, content design, information hierarchy, accessibility, colour theory).
• Produces prototypes, wireframes, and visual design mock-ups.
• Prepares documentation for systems to facilitate transfer of knowledge
• Collaborates with product teams to decompose large epic stories into features and user stories that can be understood by business leads and developers
• Organizes, participates and conducts proof-of-concept initiatives with stakeholders that will assist in the determination of adopting new processes and / or technologies.
• Participates in the walk-through of deliverables to identify potential problems.
• Liaises and coordinates with internal groups on accomplishment of deliverables.
• Communicates progress on key milestone deliverables to peers and executive-level stakeholders.
• Participates in requirements discovery sessions, documents and analyzes business processes, performs gap analyses, conducts workflow analysis and business process modelling.
• Builds and manages relationships with divisional teams and staff working groups, committees and external groups.

Key Qualifications

• Post-secondary education in Business/Public Administration, user experience, user interface design, or other discipline pertinent to the job function, or an equivalent combination of education and experience.
• Considerable experience documenting user requirements, producing use cases, documenting user stories and corresponding acceptance criteria, utilizing facilitation and consensus building skills.
• Considerable experience conducting user experience research through a variety of research methods and techniques (user research, usability testing, surveys, jurisdictional scans) and producing research artefacts and design documents (e.g. personas, journey maps, storyboards, ecosystem maps, service blueprints, flowcharts, wireframes, prototypes, mock-ups).
• Considerable experience working with a diverse range of stakeholders to identify, design and test solutions to shared problems
• Experience using software tools to facilitate research and design (e.g., Figma or similar), and for teamwork and collaboration (e.g., Confluence, Jira, or similar) would be considered an asset
• Experience with data analysis and reporting an asset
• Superior interpersonal, verbal, presentation and negotiation skills complemented by a successful track record in building credibility and consensus among stakeholders.
• Ability to work collaboratively in a team environment and independently with minimal guidance.
• Extensive analytical, conflict resolution and problem-solving skills. Ability to identify risks by thoroughly assessing implications of proposed solutions.
• Strong organization skills with the ability to handle multiple tasks and projects concurrently and meet deadlines.
• Knowledge of relevant legislation including Accessibility for Ontarians with Disabilities Act (AODA), and Municipal Freedom of Information and Protection of Privacy Act is an asset
• Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity, and respectful workplaces.

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 .