Core Responsibilities

• Analyze and Translate Business Needs
• Conduct interviews, workshops, and research with departmental staff to gather service delivery requirements.
• Translate findings into user stories, process flows, and functional specifications for implementation.
• Improve and Document Service Processes
• Map current- and future-state service journeys to identify inefficiencies and opportunities.
• Maintain standardized documentation repositories for service processes and requirements.
• Support Solution Design and Validation
• Collaborate with service designers, product owners, and developers to co-design user-centered solutions.
• Develop wireframes or mock-ups using tools such as Figma, Visio, or Miro to support early feedback and validation.
• Facilitate Testing and Implementation
• Create test plans, scenarios, and acceptance criteria; support User Acceptance Testing (UAT).
• Assist with change readiness activities, training materials, and go-live support.
• Champion Continuous Service Improvement
• Monitor resident feedback, performance data, and operational metrics to inform enhancements.
• Support equity, accessibility, and inclusion priorities through data-driven decision-making.
• Support Project Coordination and Delivery
• Align business analysis tasks with project timelines and track risks, dependencies, and milestones.
• Participate in sprint planning and retrospective sessions to ensure deliverables meet service expectations.

Qualifications

Education & Experience:

• 1-3 years of experience in a business analysis, service design, or public service improvement role.
• Post-secondary education in Business, Public Administration, Information Systems, or a related field.

Technical/Professional Skills:

• Experience with Microsoft Dynamics 365 and/or Microsoft Power Platform in a customer service environment.
• Proficient in Microsoft Office, Azure DevOps or JIRA, and SharePoint.
• Skilled in creating service documentation, user stories, test cases, and process maps.
• Familiar with Agile principles and human-centered design practices.
• Strong communication and facilitation skills with both technical and non-technical stakeholders.

Assets:

• Experience working in a contact centre or municipal service environment.
• Familiarity with prototyping tools such as Figma, Visio, or Miro.
• Understanding of equity, accessibility, and digital inclusion in public services.