Job OverviewOperational Business Analyst (12 months)Reporting to the Manager, Client Business Systems and User Support in the Intake Operations Support group.Location: Toronto, Ontario, Canada. Contract duration: 12 months. Salary: $84,468.62 - $97,922.29 per year.Key AccountabilitiesConsult with stakeholders and user groups to prepare business requirements documents (BRDs), personas, prototypes, and user flows as a result of those consultations.Conduct research and monitor analytics to assess issues with LAO's digital products, systems, and tools and suggest usability solutions to problems.Write, facilitate, and evaluate usability tests and provide recommendations to improve user experience across LAO digital systems and tools.Support the identification of opportunities to optimize processes and identify non-system components that may be suitable for digitization.Provide advice and input on key data requirements and decision points in business processes in the client intake and certificate program.Participate in the testing of system enhancements.Provide user support during the post-implementation phase of current processes and support for day-to-day system issues.Maintain and configure system data based on business and user needs.Apply knowledge of LAO business practices, including intake and application processes, to suggest enhancements, designs and features that benefit clients and/or LAO staff.Required Skills & ExperienceUndergraduate degree or equivalent combination of education and experience; CBAP designation is an asset.Demonstrated proficiency with PeopleSoft, Oracle Service Cloud,



and Oracle Intelligent Advisor is an asset.Strong technical knowledge to troubleshoot and resolve system problems and daily operational issues and effectively share knowledge with others.Deep understanding of digital experiences, products, and services delivery.Demonstrated experience with UX testing including writing scripts, developing interactive prototypes, facilitating and evaluating usability tests.Advanced knowledge of Microsoft Office applications, including Excel, Access, Word, PowerPoint.Advanced understanding of Legal Aid Ontario business processes, including sound business knowledge of processes, policies, and procedures, and system functions.Excellent communication (oral and written) and organizational skills.Ability to work effectively and professionally with all levels of staff, management, and stakeholders within LAO.Ability to manage multiple concurrent objectives, projects, groups, or activities.Highly motivated and comfortable working independently.Decision‑making and critical thinking skills.Knowledge of the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Digital Service Standard is an asset.Applicants should provide examples of their experience in the cover letter and resume.Organizational Competencies ExpectedClient FocusAdaptability and FlexibilityPersonal Motivation and AccountabilityFocus on Quality and Best PracticeProblem Solving and JudgmentOrganizational AwarenessTeamwork and CollaborationEqual Opportunity StatementAll interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.#J-18808-Ljbffr

📌 Operational Business Analyst (12 Months) - C$84,468.6 - C$97,922.3 A Year (Winnipeg)
🏢 Legal Aid Ontario
📍 Winnipeg