Junior Business Analyst Jobs

Requisition ID: 38000

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Junior Business Analyst aids the Customer Experience Team with enhancing customer service delivery and improving operational efficiencies through various customer service channels i.e. Phone, Chat, Web, and Mobile Apps for the 3-1-1 Contact Centre. The position works closely with the various Business Units and Technology Services’ teams to support the development and implementation of the business solutions for the Contact Centre.

Specific Duties/Responsibilities

• Facilitates project planning and implementation activities such as scheduling regular meetings, taking minutes and managing communications.
• Creates documentation for business processes to support training development and change management.
• Other duties/responsibilities as assigned.
• Liaises with and develop stakeholder relationships with internal/external teams on process changes and enhancements.
• Actively participates and assists in business process reviews to improve existing and/or new business processes by gathering business requirements, documenting business process changes and implementing changes for call-taking.
• Assesses “As Is” and “To Be” processes and documents findings in high-level process maps.
• Assists in the planning, design and development of new processes and enhancements to existing process
• Configures business processes using various tools – Engagement Management Professional (EM PRO), Van311, SharePoint, CUBE, etc.
• Plans, designs and develops draft versions of new processes and enhancements to existing processes.
• Conducts data analysis, documents findings, and prepares power-point deck to present recommendations to the internal and external clients.
• Acknowledges and resolves support tickets
• Performs system and user acceptance testing (UAT), creates UAT scripts, and documents the findings for approval by process owner.
• Recommends changes improving workflows or technical solution to improve or automate a business process.

Qualification Requirements

Education and Experience:

• Completion of secondary school, grade 12 or equivalent supplemented by courses in business analysis, programming, or related field of study, or equivalent combination of training and experience.

Knowledge And Abilities

• Ability to build and maintain working relationships; provide exceptional customer service to clients and stakeholders both internal and external to the workgroup.
• Considerable knowledge of the functions, procedures, practices of the 3-1-1 Contact Centre.
• Sound knowledge of Engagement Management Professional (EM PRO) Adobe Acrobat, Microsoft Suite: Word, Excel, Outlook Explorer, Outsystems Mapping Tool, Vandocs (HP TRIM), ServiceNow
• Ability to analyze call centre specific data and trends; create relevant reports for decision making
• Sound knowledge of Contact Centre related technologies and systems.
• Ability to self-manage small projects and escalate key findings.
• Soft Skills that are an asset: strong oral, written, presentation skills, result and detail oriented, self motivated and independant worker, teamwork and prioritization skills, adaptable and collaborative, creative, critical and problem solving skills
• Ability to provide advice and assistance regarding the application of computer procedures to department operations and to resolve or identify related user problems.
• Ability to prepare and maintain a variety of reports, plans, documentation, and records related to the work.
• Ability to assess and assist call centre agents on call management issues.
• Ability to participate in the identification and implementation of major computer oriented projects within the department.
• Ability to design and conduct user tests on new or revised programs and to develop report reconciliation procedures, as required.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.

The City’s COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time. However, should circumstances change and the City deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: CUPE 15 Non Pks

Employment Type: Temporary Full Time

Position Start Date: July, 2023

Position End Date: 12/31/2024

Salary Information: Pay Grade GR-021: $34.23 to $40.29 per hour

Application Close: June 23, 2023

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

Before you click Apply now

Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.