BUSINESS ANALYST

• Job ID: 56374
• Job Category: Policy, Planning & Research
• Division & Section: Technology Services, Enterprise Services & Operations
• Work Location: Metro Hall, 55 John St, Toronto, ON, M5V 3C6
• Job Type & Duration: 2 Full-Time, Temporary (12 months) Vacancies
• Salary: $87,800.00 – $116,745.00
• Shift Information: Monday to Friday, 35 hours per week
• Affiliation: Non-Union
• Number of Positions Open: 2
• Posting Period: 17-Sep-2025 to 08-Oct-2025
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Job Summary:

The Business Analyst will support the newly established Audio-Visual (AV) Operations service, responsible for meeting rooms across the City. In this role, you will act as a key point of triage for AV service requests, tracking tickets through to completion to ensure timely and effective resolution. You will analyze and document business processes, identify opportunities for service improvement, and recommend changes to policies, procedures, and operational practices that enhance efficiency and service delivery. Working closely with divisional partners, you will support the development of standard operating procedures, reporting frameworks, and performance indicators, while also preparing business cases, feasibility studies, and executive-level briefing materials. This position requires strong analytical skills, attention to detail, and the ability to consult and collaborate with stakeholders across divisions to ensure the smooth operation of AV services.

Major Responsibilities:

• Identifies a range of feasible options for operations, policies, technology, information systems and management practices, assessing the implications and viability for each option and recommending changes to improve service delivery.
• Oversees one or more projects associated with business systems or processes.
• Develops options for policies, procedures, business process reviews, management practices and recommends changes to support management functions and improves efficiency and effectiveness of service delivery.
• Interviews, documents and facilitates business process, systems and data requirements. Holds review and re-engineering sessions with stakeholders.
• Develops and documents standard operating policies and procedures.
• Leads and/or liaises with and participates in inter-divisional teams and staff working groups, committees and external groups.
• Assists in building and managing cooperative relationships with other divisions to ensure adequate resources are available to achieve the project goals.
• Prepares business cases, feasibility (including economic, organizational, operational, technical impact) studies, project charters/plans, business/functional/technical requirements, design documents, training strategies/plans and user documentation.
• Prepares reports for the Manager and Director making recommendations on changes in business methods and processes including appropriate staffing levels and resource allocation.
• Prepares visual presentations, briefing materials and other documentation as required.
• Provides presentation support and gives presentations as required.
• Develops terms of reference and methodologies for review.
• Works in support of the goals of the Steering Committee and the Working Committee.
• Conducts financial analysis and determines key indicators to measure the effectiveness and efficiencies of service delivery methods and design processes to track those indicators.

Key Qualifications:

1. Post-secondary education in Business Administration, Information Technology, or a related discipline, or an equivalent combination of education and experience.
2. Considerable experience in business analysis, including requirements gathering, process mapping, and documenting operational workflows.
3. Demonstrated experience providing operational support in a technology or service environment, preferably related to AV, IT, or facilities management.
4. Experience using ticketing or service management systems like ServiceNow to triage requests, track progress, and report on service outcomes.
5. Strong analytical and problem-solving skills with the ability to evaluate options, assess impacts, and recommend service delivery improvements.
6. Experience developing standard operating procedures, business cases, feasibility studies, reports, and briefing materials for senior management.
7. Must have access to a vehicle and possess and be able to maintain a valid Province of Ontario, Class "G" Driver's License

You must also have:

• Strong communication and facilitation skills with the ability to work collaboratively across divisions and present information clearly to diverse audiences.
• Knowledge of performance measurement, financial analysis, and the development of key service indicators.
• Excellent organizational skills with the ability to manage multiple priorities in a fast-paced operational environment.
• Familiarity with AV operations, collaboration tools (e.g., MS Teams, Zoom, Webex), or IT service management frameworks (e.g., ITIL) would be considered an asset.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.