Company Bio

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Primary function

To support the analysis and documentation of business requirements, operational workflows, information needs, and reporting requirements for the Clinic Resource Office (CRO) and the services it provides to LAO-funded Community Legal Clinics, Student Legal Service Organizations (SLSOs), and Indigenous Legal Service Organizations (ILSOs).

Reporting to the Manager, the Program Analyst contributes to operational excellence by conducting business analysis, supporting service improvement initiatives, developing performance reports, engaging stakeholders, and assisting with business planning. The role reviews and analyzes business processes, identifies opportunities to improve efficiency and effectiveness, and develops recommendations that enhance client-focused service delivery.

Primary Location

Toronto - Provincial Office

Secondary Location

N/A

Reports to

Manager of Administrative and Web Services, Clinic Resource Office

Key accountabilities

- Analyze operational processes, service delivery models, workflows, and reporting requirements; identify opportunities to improve efficiency, consistency, quality, and client service.




- Conduct operational reviews and business analyses to support organizational objectives, service enhancements, and strategic initiatives.
- Develop and maintain business process documentation, operational procedures, service standards, guidelines, and supporting materials.
- Gather, analyze, and interpret quantitative and qualitative information to support evidence-based operational decision-making.
- Develop performance measures, reporting frameworks, dashboards, management reports, briefing notes, business cases, and presentations for management and stakeholders.
- Monitor operational performance indicators; identify trends, risks, issues, and opportunities for continuous improvement.
- Coordinate stakeholder consultations and engagement activities to gather feedback, understand business needs, and support service improvement initiatives.
- Research leading practices, conduct environmental scans, and prepare recommendations to support operational planning and service delivery improvements.
- Identify opportunities to streamline processes, reduce duplication, improve information accessibility, and enhance service delivery outcomes.
- Provide operational expertise and business input to divisional and corporate projects, including the CRO and LAO LAW Platform Replacement Project, through process documentation, stakeholder consultation, identification of business needs,



and support for operational improvements.
- Support operational risk identification, mitigation planning, and change management activities.
- Establish and maintain effective working relationships with internal and external stakeholders.
- Perform other duties as assigned.

Required Skills & Experience

- Minimum 5 years of relevant professional experience in business analysis, operational analysis, service improvement, or assessment of information-enabled business processes.
- Bachelor's degree in business administration, public administration, information management or a related field, or an equivalent combination of education and experience.
- Demonstrated experience conducting operational reviews, workflow analysis, process mapping, and continuous improvement initiatives.
- Experience preparing reports, business cases, briefing materials, presentations, and recommendations for management.
- Experience gathering, analyzing, and interpreting quantitative and qualitative data to support operational and strategic decision-making.
- Demonstrated experience in performance measurement, operational reporting, and business analysis.
- Experience collaborating with diverse stakeholders to improve business processes, services, and operational practices.
- Solid analytical, problem-solving, and critical thinking skills.
- Strong communication, consultation, facilitation, and relationship management skills.
- Strong organizational and project coordination skills with the ability to manage multiple priorities.
- Advanced proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, Outlook, and Teams.

Assets

<

📌 Program Analyst (Toronto)
🏢 Legal Aid Ontario
📍 Toronto