BUSINESS ANALYST 311 Full Time

• Job ID: 63970
• Job Category: Policy, Planning & Research
• Division & Section: Customer Experience, Business Intelligence & Workforce
• Work Location: METRO HALL
• Job Type & Duration: Full-time, 1 Permanent Vacancy
• Salary Range: $89,337.00 – $120,831.00

Hiring Zone: $93,692.00 – $101,582.00

• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 23-APR-2026 to 04-MAY-2026

Job Summary

To conduct research and analysis for 311 Toronto, identify a range of feasible options for operations, policies, technology, information systems and management practices and to assess the implications and viability of each option and recommending changes to improve service delivery.

Major Responsibilities

• Implements detailed plans and recommends policies/procedures regarding program specific requirements.
• Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Provides leadership on the implementation of 311 initiatives.
• 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.
• Manages one or more subprojects of the 311 Initiative.
• Co-ordinates the implementation of assigned subprojects with other components of the 311 initiative and/or other e-City or other initiatives.
• Develops and documents, with key stakeholders, standard operating policies and procedures and develops appropriate training programs.
• Supports the project management office and leads inter-divisional teams and working groups.
• Assists in building and managing co-operative relationships with other City divisions to ensure adequate resources are available to achieve the project goals.
• Prepares visual presentations, briefing materials and other documentation as required. Provides presentation support, and gives presentations as required.
• Develops terms of reference and methodologies for review.
• Consults and provides strategic advice to 311 management regarding research, reports and corporate initiatives.
• Monitors current social, economic and political issues that impact relevant policy directions for 311.
• Reports on status of reports to 311 management.
• Deals with confidential and sensitive information affecting 311 and its resources.
• Provides support and recommendations related to confidential business realignments with 311.
• Manages vendors and external contractors.
• Prepares Request for Information/Purchase/Quotations (RFI/P/Q) and other formal project documentation.
• Takes an active role as a member of the project team and contributes to the overall work planning and priority setting of the project.

Key Qualifications

• Post-secondary education in public or business administration or business analysis or other discipline pertinent to the job function or a combination of education and experience.
• Considerable experience conducting business process reviews and analysis, identifying best practices and service improvement opportunities, and developing evidence‑based recommendations to support business transformation initiatives.
• Demonstrated technical aptitude and logical problem‑solving skills, with experience working in or supporting enterprise systems (e.g., Salesforce) and the ability to translate business requirements into system configuration and process solutions.
• Excellent attention to detail, with strong organizational and time‑management skills and the ability to manage competing priorities and meet deadlines.
• Considerable experience using reporting and analytics tools to perform qualitative and quantitative analysis, interpret trends, and develop clear, accurate reports that support business decision‑making.
• Considerable experience working on and leading multiple projects along with cross-functional teams, developing project plans and terms of reference design, using formal project management methodology and application.
• Effective decision-making, conflict resolution and problem-solving skills with a results-oriented approach and strong customer service orientation.
• Highly developed communication, presentation, and interpersonal skills to interact effectively with City staff, City Councillors, senior management, and the public
• Demonstrated political acuity, strong interpersonal skills, and the ability to work effectively independently, as well as collaboratively in a fast‑paced, evolving environment.
• Considerable experience using technologies such as Microsoft Office products including Word, Excel, PowerPoint, Visio and SharePoint.
• Experience on Jira, Confluence, BI/Power BI/Tableau is an asset.
• Experience with or knowledge of contact centre technology such as Cisco, Verint, Salesforce, Content Management, is considered an asset.

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.