Service Improvement Analyst (SPAII)

City of Edmonton•Edmonton, AB

7d•CA$90,926 - CA$114,898•Hybrid

About The Position

The City of Edmonton is seeking a dynamic and collaborative professional to join the Urban Planning and Economy department. Operating within the Department Strategy section, the Service Improvement Analyst supports service areas across the department to successfully implement diverse projects. This role focuses on service improvement, customer experience, and technology updates aligned with our strategic goals. You will work closely with internal teams and external collaborators to deliver impactful, sustainable outcomes. Urban Planning & Economy is a forward-looking department that plans, promotes and advocates change that moves this city towards the Edmonton envisioned by the City Plan - to become a more vibrant, prosperous, equitable and climate resilient community. Core services include: zoning, subdivision, servicing agreements, permitting, licensing, inspections and compliance.

Requirements

Bachelor’s Degree in Business, Computer Science, Public Administration, Engineering, Urban Planning, Data Analytics, or a related field
Minimum of five (5) years of progressively responsible experience in a combination of: strategic and operational business planning, project management, business process re-engineering, and business case development
Experience with leading process improvements, including identifying areas of improvement and providing and implementing actionable recommendations to drive operational excellence
Proven project management skills including an understanding of project management methods and techniques
Proficiency in quantitative and qualitative research methodologies and data analysis
Strong leadership capabilities to manage resources, navigate shifting priorities, and direct multi-disciplinary teams
Exceptional communication skills tailored to present complex information clearly in reports, presentations, and executive summaries
High political acumen and discretion when navigating sensitive or ambiguous environments
Proven capability in conflict resolution, facilitation, and collaborative negotiation
Creative problem-solving skills focused on continuous innovation and process optimization
Competency in change management strategies to support staff and interested parties through operational transitions
Alignment to our Cultural Commitments and Leadership Competencies (https://bit.ly/4brRrXm)
Embracing a culture of equity, diversity, reconciliation and inclusion

Nice To Haves

Completed coursework training or professional certification in project management, change management, process improvement, service design, or engagement

Responsibilities

Lead, coordinate and implement changes to urban planning and development processes to enhance the efficiency and effectiveness of department service delivery in alignment with strategic direction
Lead the development of service delivery design, including innovation, customer experience and continuous improvement
Leverage technology and tools to enhance service delivery
Apply strong project management to set and control the scope, timing and costs of projects to ensure successful completion within communicated timelines and budgets
Lead process mapping, process development and documentation that supports continuous improvement
Evaluate service processes to determine their effectiveness and efficiency, identifying bottlenecks, inefficiencies, and opportunities for process optimization
Analyze data, metrics and key performance indicators (KPIs) to identify trends and areas for improvement
Engage and liaise with external and internal stakeholders to understand service challenges along with developing and implementing solutions
Collaborate with team members, service area staff and other relevant internal/external stakeholders to enable impactful changes
Enhance the City’s reputation through improving collaboration and decision making, enhancing partnerships, and encouraging innovation
Perform related duties as required