Business Analyst 311

City of Toronto•Union, NJ

2d•$89,337 - $132,880•Hybrid

About The Position

The Business Analyst 311 leads artificial intelligence enablement for 311 Toronto and the Customer Experience Division (CXD). The role identifies, assesses, prioritizes, and implements AI solutions to improve customer experience, service accessibility, service excellence, employee experience, operational effectiveness, and evidence-based decision-making. It develops and maintains the CXD AI roadmap, including use cases, priorities, benefits measures, and implementation plans aligned with divisional and corporate objectives. Reporting to the Director, Service Design & Delivery, the position provides strategic advice to senior management on AI-enabled service transformation, including opportunities, risks, governance, policy implications, and organizational readiness. It leads initiatives from discovery and business analysis through implementation, operational sustainment, and continuous improvement, working with cross-divisional teams, partners, vendors, and operational, technology, policy, and customer experience stakeholders. The role also conducts AI research, supports budgets and procurement documentation, develops policies and procedures and training, and prepares presentations and project materials. This is a full-time, temporary 12-month position based at Metro Hall, 55 John St., Toronto, with hybrid work in accordance with the City of Toronto’s Remote Work Policy. The schedule is Monday to Friday, 35 hours per week. The salary range is $89,337 to $132,880.

Requirements

Post-secondary education in public administration, business administration, business analysis, or another discipline pertinent to the job, 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 for business transformation in a large, complex organization.
Considerable experience working on and leading multiple projects with cross-functional teams, developing project plans and artefacts, and applying formal project management methodologies.
Experience leading the identification, assessment, and implementation of AI or digital transformation initiatives, including business case development, stakeholder engagement, governance, and benefits realization.
Experience using business analysis, project management, AI-enabled productivity, or workflow tools.
Knowledge of responsible AI principles, data governance, privacy, accessibility, risk management, and change management, and ability to translate emerging technologies into practical business solutions and service improvements.
Knowledge of Agile project management methodology and frameworks.
Highly developed strategic planning, business analysis, and facilitation skills, including the ability to build consensus among diverse stakeholders, lead cross-functional teams, and communicate complex technical and policy concepts to senior management and non-technical audiences.
Political acuity, strong interpersonal skills, and ability to work independently and collaboratively in a fast-paced, evolving environment.
Excellent attention to detail, strong organizational and time-management skills, and ability to manage competing priorities and meet deadlines.
Effective decision-making, conflict-resolution, and problem-solving skills; results-oriented approach and strong customer-service orientation.

Nice To Haves

Experience in a public-sector or government environment is an asset.
Experience with contact centre tools such as Genesys, Verint, or Salesforce is an asset.

Responsibilities

Lead the identification, evaluation, prioritization, and implementation of AI opportunities across CXD to improve service delivery, customer outcomes, employee productivity, and organizational effectiveness.
Develop and maintain the CXD AI roadmap, including use-case identification, business prioritization, benefits realization measures, and implementation plans aligned with divisional and corporate objectives.
Provide strategic leadership and expert advice on AI-enabled service transformation, including opportunities, risks, governance requirements, policy considerations, and organizational readiness.
Lead discovery, business analysis, business case development, and requirements development for AI initiatives, working with stakeholders to define business needs, implementation approaches, and success measures.
Lead cross-divisional teams, partners, and vendors to plan, implement, monitor, and continuously improve AI-enabled solutions; establish measures to evaluate customer impact, operational outcomes, and business value.
Research AI developments, taking account of corporate policies and practices, legislation, and initiatives by other levels of government.
Provide input into and administer assigned budgets, controlling expenditures within approved limitations.
Develop options for policies, procedures, business process reviews, and management practices, and recommend changes to improve efficiency and service delivery effectiveness.
Develop and document standard operating policies and procedures with key stakeholders and develop appropriate training programs.
Build and manage cooperative relationships with other City divisions to ensure adequate resources are available to achieve project goals.
Prepare visual presentations, briefing materials, and other documentation; provide presentation support and deliver presentations as required.
Manage vendors and external contractors.
Prepare Requests for Information, Purchase, and Quotations (RFI/P/Q) and other formal project documentation.
Actively contribute to project-team work planning and priority setting.