Job Category:

Policy, Planning & Research

Division & Section:

Customer Experience, Business Transformation & Sustainment

Work Location:

Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Work from home Policy)

Job Type & Duration:

2 Full-Time, Temporary (12 month) Vacancies

Salary Range:

$89,337.00 - $132,880.00

Shift Information:

Monday to Friday, 35 hours per week

Affiliation:

Non-Union

Number of Positions Open:

2

Posting Period:

30-Oct 2026 to 16-Nov-2026

Reporting to the Manager, Business Transformation & Sustainment, the Business Analyst supports the planning and delivery of complex projects and initiatives across the Customer Experience Division (CXD), working with business, technology and operational teams to move work from initiation through implementation and transition to operations. The role combines business analysis and project delivery responsibilities, including defining scope and requirements, supporting the development and delivery activities against project plans, coordinating with cross-functional teams, tracking milestones and performance, and supports projects through implementation and transition to business-as-usual operations. Using business analysis and project leadership skills, the Business Analyst helps ensure projects are well planned, effectively governed and delivered against agreed outcomes, timelines and priorities.

The Business Analyst 311 identifies opportunities to improve established processes, deliver 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 management on opportunities, risks, policy implications and organizational readiness associated with service delivery, while supporting improvements to employee experience, operational effectiveness and evidence-based decision-making.

Major Responsibilities:

- Leads the identification, evaluation, prioritization and implementation of opportunities across CXD to improve service delivery, customer outcomes, employee productivity, and organizational effectiveness.
- Supports development and maintenance of the CXD delivery 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 service transformation, including opportunities, risks, governance requirements, policy considerations and organizational readiness.
- Leads discovery, business analysis, business case development and requirements development activities for 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 solutions, while establishing performance measures to evaluate customer impact,



operational outcomes, and business value.
- Takes an active role as a member of the project team and contributes to the overall work planning and priority setting of the project.
- 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 project goals.
- Prepares visual presentations, briefing materials and other documentation as required. Provides presentation support, and gives presentations as required.
- Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
- Manages vendors and external contractors.
- Prepares Request for Information/Purchase/Quotations (RFI/P/Q) and other formal project documentation.
- Deals with confidential and sensitive information affecting 311 and its resources including providing support and recommendations related to confidential business realignments within 311.

Key Qualifications

- 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.
- Extensive experience conducting business process reviews and analysis, identi

📌 BUSINESS ANALYST 311 #67732 (Toronto)
🏢 City of Toronto
📍 Toronto