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- Job Category: Policy, Planning & Research
- Division & Section: Customer Experience, Channel Experience & Innovation
- Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy )
- Job Type & Duration:1 Full-Time, Temporary (12 month) Vacancy

Salary Range: $89,337.00 - $132,880.00

- Shift Information: Monday to Friday, 35 hours per week
- Affiliation: Non-Union
- Number of Positions Open: 1
- Posting Period: 22-Oct-2026 to 05-Nov-2026

Are you passionate about AI and curious about how it can support a better customer experience? Are you a business analyst and project leader looking for an opportunity to use AI to drive improvement?

Reporting to the Director, Service Design & Delivery, the Business Analyst 311 leads AI enablement for 311 Toronto and the Customer Experience Division (CXD). Using business analysis and project leadership skills, they identify, assess and implement artificial intelligence solutions that improve customer experiences, enhance service accessibility, and support service excellence.

The Business Analyst 311 identifies opportunities to apply AI, establishes priorities, use cases, requirements and governance practices, and leads cross-divisional initiatives from discovery through implementation, operational sustainment, and continuous improvement. They provide strategic advice to senior management on opportunities, risks, policy implications and organizational readiness associated with AI-enabled service delivery, while supporting improvements to employee experience, operational effectiveness and evidence-based decision-making.

- Leads the identification, evaluation,



prioritization and implementation of AI opportunities across CXD to improve service delivery, customer outcomes, employee productivity, and organizational effectiveness.
- Develops and maintains the CXD AI roadmap, including use-case identification, business prioritization, benefits realization measures and implementation plans aligned with divisional and corporate objectives.
- Provides strategic leadership and expert advice on AI-enabled service transformation, including opportunities, risks, governance requirements, policy considerations and organizational readiness.
- Leads discovery, business analysis, business case development and requirements development activities for AI initiatives, working with operational, technology, policy and customer experience stakeholders to define business needs, implementation approaches, and success measures.
- Leads cross-divisional teams, partners, and vendors to plan, implement, monitor and continuously improve AI-enabled solutions, while establishing performance measures to evaluate customer impact, operational outcomes, and business value.
- Conducts research into AI, 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.
- 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.
- Develops and documents, with key stakeholders, standard operating policies and procedures and develops appropriate training programs.
- 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.
- 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.

- Post-secondary education in public administration, business administration, business analysis or other discipline pertinent to the job function, or an equivalent 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 within a large, complex organization (public sector or government setting would be considered an asset).
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📌 BUSINESS ANALYST 311 (Toronto)
🏢 City of Toronto
📍 Toronto