Department and Commission: Information Technology Services, Corporate Services

Affiliation: Non-Union

Vacancy Type: New vacancy

Posting Date: October 29, 2026

Application Deadline: November 12, 2026

About The City Of Markham

The City of Markham is consistently ranked among Canada’s top municipal employers. In 2026, the City received its sixth consecutive Canada’s Best Employers recognition from Forbes and Statista Inc., placing third among municipalities and 15th overall in Government Services. An award-winning municipality, Markham is recognized for its leadership in sustainability, innovative urban planning, and strong fiscal management. Serving a diverse and growing community of more than 370,000 residents, Markham combines rich heritage with a vibrant local economy and offers employees the opportunity to contribute to meaningful, impactful work that helps strengthen the community we serve.

Please note that there are two (2) vacancies available as part of this competition.

Job Summary

Reporting to the Manager, IT Project Delivery, the Process Documentation Specialist is responsible for analyzing, documenting, and standardizing end-to-end business processes and system workflows across City operations, and for supporting change management activities that prepare staff to adopt current processes and systems. The position works with business subject matter experts, project teams, Information Technology Services, the ERP Program Change Management Lead, and vendors to assess role-based change impacts and create clear, accurate, and usable process maps, standard operating procedures (SOPs), work instructions, job aids, training manuals, and change communications. The role captures system steps and screenshots,



validates documentation with process owners, maintains version control, and supports stakeholder engagement, knowledge transfer, end-user training, and user readiness and adoption through go-live and sustainment

Key Duties And Responsibilities

- Plan and facilitate process discovery sessions, interviews, workshops, and observation activities with business process owners, subject matter experts, project teams, and vendors.
- Document future-state business processes, system workflows, roles, hand-offs, decision points, controls, inputs, outputs, exceptions, and dependencies
- Develop clear process maps and workflow diagrams using standard notation and tools such as Microsoft Visio, swim lanes, and decision flows.
- Create and maintain standard operating procedures (SOPs), desktop procedures, work instructions, quick-reference guides, job aids, knowledge articles, and role-based training manuals.
- Capture, edit, label, and organize system screenshots and step-by-step instructions to accurately reflect Workday HCM, Workday Finance application processes.
- Apply approved templates, naming conventions, accessibility practices, document standards, metadata, and version-control requirements.
- Validate documentation through walkthroughs with process owners and end users; incorporate feedback and obtain documented approval before publication.




- Maintain a documentation inventory, traceability, review schedule, change history, and repository structure to ensure materials remain current and easy to locate.
- Identify inconsistent, duplicate, outdated, or missing process documentation and recommend opportunities for standardization and continuous improvement.
- Work with project managers, business analysts, change management, training, functional leads, and technical teams to align documentation with project milestones, configuration, testing, deployment, and operational readiness.
- Support role-based change impact assessments and translate impacts into the job aids, training, and communications each end-user role requires.
- Support Workday releases, configuration changes, enhancements, and post-production updates by completing impact assessments and updating affected procedures and training materials.
- Develop role-based learning content and support knowledge-transfer sessions, demonstrations, train-the-trainer activities, and end-user training as required.
- Manage multiple documentation assignments and priorities while meeting quality, confidentiality, accessibility, and schedule expectations.
- Establish and maintain documentation standards, templates, style guides, review checklists, screenshot conventions, approval workflows, and repository practices.
- Perform documentation quality assurance to verify completeness, accuracy, consistency, readability, accessibility, and alignment with approved business processes and system functionality.
- Coordinate periodic reviews with document owners and track revisions arising from policy, process, organizational, or system changes.

📌 Process Documentation Specialist (Markham)
🏢 City of Markham
📍 Markham