Hybrid Business Analyst — Service Transformation

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

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.