SENIOR BUSINESS & SYSTEMS ANALYST

City of Toronto; Toronto; Hybrid; CAD 100,000 - 130,000; Full time

Job summary

A municipal organization in Toronto is seeking a Senior Business & Systems Analyst to lead business transformation initiatives. This role involves collaborating with stakeholders to enhance service delivery using innovative technology solutions. The ideal candidate has extensive experience with large-scale IT projects, strong leadership skills, and a commitment to public service. This position offers a hybrid work model to promote work-life balance.

Qualifications

• Extensive experience with large-scale IT projects involving business analysis.
• Considerable experience in requirements gathering and impact analysis.
• Proven ability to lead cross-functional agile teams.

Responsibilities

• Lead business transformation projects to enhance service delivery.
• Collaborate with stakeholders to implement technology-enabled solutions.
• Oversee the development of project documentation and plans.

Skills

Project management

Business analysis

Agile methodologies

Stakeholder engagement

Transformational leadership

Education

Post secondary education in Business Analysis or equivalent

Tools

Project management tools

SAP

Job description

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• Division & Section: Municipal Licensing & Standards, MLS Policy & Strategic Support
• Work Location: City Hall (hybrid)
• Job Type & Duration: Full-Time, Permanent
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 12-Aug-2025 to 26-Aug-2025

Be a Catalyst for Change in a High-Impact Role

Are you a strategic thinker with a passion for driving innovation and improving public service delivery? Join our forward-looking team at Municipal Licensing & Standards (MLS), where we lead transformative projects that modernize systems, enhance operations, and support meaningful change across the City. As a Senior Business & Systems Analyst, you’ll be part of a collaborative and supportive environment that values creativity, continuous learning, and results. You’ll work on high-profile initiatives that shape how we serve our communities—while growing your career in a role that truly makes a difference.

What You’ll Do

As a Senior Business & Systems Analyst, you’ll play a pivotal role in leading complex, multi-year projects that drive innovation and improve service delivery across Municipal Licensing & Standards (MLS).

Reporting to the Manager, Business Performance and Change Initiatives, you’ll work closely with cross-functional teams to modernize systems, enhance business processes, and support strategic initiatives. From analyzing and implementing system changes to leading stakeholder engagement, you’ll be at the center of transformation efforts that shape how we serve Toronto’s communities.

You’ll also provide expert guidance on business process improvements and ensure the successful delivery of technology-enabled solutions. This role is ideal for someone who thrives in a dynamic environment, enjoys solving complex problems, and is passionate about public service innovation.

Major Responsibilities:

• Lead technology-enabled business transformation initiatives by partnering closely with business stakeholders.
• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Supervises, motivates and trains assigned project staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations. Recommends divisional budget adjustments necessary to meet the system service levels and cost projections.
• Assists in the development of divisional operating budget based on the divisional system uploaded data and integrates variance reporting with the divisional Performance Metrics.
• Monitors the effectiveness of the risk management processes and implements needed changes.
• Establishes key risk indicators and implements corrective action plans to mitigate risks.
• Determines requirements for process, configuration and feature/function changes resulting from policy/contract/legislation, system upgrades, enhancements and customization. Reviews and identifies changes and verifies data upload as well as analyzes the impact on operations.
• Determines the most efficient way to implement system changes, establishes and monitors timelines.
• Ensures the risk management work plan incorporates both City and Divisional strategic priorities.
• Oversees the work of the assigned team and develops a framework of business measurements, auditing processes, management of non-compliance cases.
• Performs data upload, and manipulation of the divisional database.
• Runs various reports to validate data.
• Develops divisional metrics and benchmarks for key business process and integrates performance processes into divisional standard operating procedures. Measures and reports the performance of the business across various teams and client bases, and recommends methods to improve performance.
• Maintains, supports and enhances various functional aspects for the divisional system landscape including troubleshooting and application problems, performing system configuration, analysis of business requirement and their translations into the divisional system/database specific context.
• Develops requirements, business specifications, and testing documents. Performs unit testing in development and quality assurance and recommends test scenarios.
• Manages daily issues and problem solving related to the uploading of both data and divisional reports using divisional systems and Mobile Technology.
• Recommends policies/procedures regarding program specific requirements, communicates change to related areas.
• Develops, manages and implements detailed project documentation and plans, performs system analysis activities, participates in the research and testing, provides contingencies, allocates resources and establishes priorities. Provides work direction to the team members, assesses progress against the plan, and authorizes signoff at each stage for the project including the final production sign-off.
• Trains staff on system functions and approved client service levels, monitors compliance to approved service levels and notifies appropriate staff of deficiencies.
• Performs business related tasks (research, impact analysis, planning, testing coordinating, etc) for system upgrades, support stack applications and other related projects.
• Chairs and participates in meetings and committees to support the needs of the corporation. Represents division on cross divisional teams.
• Reviews, recommends and prioritizes change requests. Prepares business system applications documents for reports, interfaces, enhancements, forms conversations and batch process.
• Provides reports and information to senior management and staff.
• Oversees the writing of reports and the development of recommendations, presenting review results to senior management.
• Prepares and distributes operational metrics across various client portfolios. Recommends solutions to mitigate service level issues which exceed baseline performance expectations.
• Liaises with Corporate IT, external technical resources and operational software vendors regarding technical issues including backup and restore requirements and external interfaces.
• Maintains business and technical knowledge of divisional systems i.e. demand and preventative maintenance for current and upcoming technological advancements.
• Researches and recommends solutions to the divisional systems and all associated modules. Develops new techniques and innovative approaches to enhance system functionality and automate business processes. Assists in the execution of system process to support interfaces, reporting requirements and year-end reporting.
• Provides advice and guidance to the division on the use of systems, troubleshoots issues, and debugs programs, features and functions.
• Oversees quality assurance in accordance with corporate policy and City standards, ensures integrity of the master data, transactional records, reports and periodic posting production runs.
• Ensures internal controls and standards are maintained.
• Maintains and updates as required the divisional supporting documentation.
• Runs, reviews and recommends adjustments to SAP-Financial Variance reports and integrates variance information with corporate and divisional metrics.
• Acts as the point of contact for various divisional initiatives as may be required.

Key Qualifications:

Your application for the role of Senior Business and Systems Analyst should describe your qualifications as they relate to:

• Post secondary education in Business Analysis, Business Transformation, Information Technology or other discipline pertinent to the job function, or an equivalent combination of education and experience.
• Extensive experience working on large-scale information technology projects, e.g. in areas of Business Analysis.
• Considerable experience in any two of the following: requirements gathering, impact analysis, interviewing subject matter experts, facilitating joint-application-design sessions, mapping of business processes to identify options, best practices, and opportunities to improve service delivery.
• Considerable experience with process modernization and business transformation in a large public sector organization or equivalent.
• Considerable leadership experience in a cross-functional agile team, preferably in a product owner role or equivalent, together with an in-depth knowledge of Agile frameworks.
• Ability to utilize project management tools for planning and implementing multiple concurrent complex projects and/or work packages
• Strong communication skills, including the ability to present and compose written documents appropriate for clients.
• Strong customer service orientation along with a demonstrated ability to establish and maintain effective stakeholder relationships.
• Superior interpersonal, verbal, presentation and negotiation skills complemented by a successful track record in building credibility and consensus among senior stakeholders.
• Strong organization skills with the ability to handle multiple tasks and projects concurrently and meet deadlines.
• Proven ability to work well independently and in a cross-functional team environment, with frequent contact at all levels of the organization.

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 .