Technology Services Measurement

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

As a result of ongoing growth, we are seeking a Technology Services Measurement and Reporting Analyst to join our team.For this newly created role, we are looking for someone who harbors a strong passion for utilizing data to tackle complex problems and drive business success.As a Measurement and Reporting Systems Analyst, you will play a pivotal role in driving actionable insights to support service delivery, decision making and capacity planning across Technology services.

Reporting to the Senior Manager, Service Delivery, you will primarily be responsible for designing and maintaining the Technology Service’s Measurement and Reporting framework. You will play a crucial role in liaising with various teams to understand reporting needs and priorities, defining KPIs and other relevant metrics based on Service Level Agreements to monitor the effectiveness of Information Technology services. Your expertise will be instrumental in developing and maintaining processes for collecting data from various Technology Services sources, ensuring data integrity and organization into datasets and creating reports for various internal and external audiences.

In addition to the above, your core duties will include:

• Working with cross functional technology teams to identify metrics, metric sources and measurement methods to track and analyze Key Performance Indicators (KPI’)s across various Information Technology departments and functions; Creating and maintaining policies and procedures for reporting and measuring
• Analysing and interpreting data to monitor performance and identify trends and patterns and opportunities for improvement; using visualization techniques to present findings in a clear and concise manner
• Developing and maintaining processes for collecting data from various Technology Services sources such as Information Technology Service Management tools and systems; ensuring data is accurate, reliable and organized into datasets
• Designing and developing standardized, ad hoc and automated reports, visualizations, templates and dashboards to track key performance indicators and metrics; evaluating performance against key performance indicators and critical success factors
• Monitoring key components of internal technology systems to ensure compliance with Service Level Agreements and standards; flagging risks with the appropriate stakeholders; reviewing Service Level Agreements in new and existing contracts to ensure they are aligned with our ability to provide the service
• Participating in projects to help define measurement and reporting needs of new and existing technologies and services
• Providing data on change impacts and service performance to supports the change management process; participates in the change advisory board meetings as required
• Providing data-driven recommendations to improve and optimize processes, service quality, and efficiency
• Researching new technologies and trends in measurement and reporting practices and provides recommendations to support sustainability and improvement efforts.

What you’ll bring:

• Bachelor’s degree in computer science, information technology, business or a related field with 5-7 years of experience related to data analysis and reporting or an equivalent combination of education, training and experience
• Certificates in business analysis, statistics, data analytics, and / or reporting such as CBIP or CBAP is an asset
• Proficiency and demonstrated experience in data analytics, visualization techniques and excel
• Experience working with BI tools; Power BI experience is an asset
• ITIL knowledge required, ITIL Foundation v3 or later accreditation is an asset
• Familiarity with IT service management tools and systems; ServiceNow experience is an asset
• Exposure to project management tools, methodologies and practices is an asset
• Experience working in the public safety sector is an asset.

Key Knowledge, Skills and Abilities:

Strong technical systems foundational knowledge

Well versed in ITIL processes and how to develop KPIs against ITIL processes

Advanced excel skills; ability to use Business intelligence and data visualization tools to create dashboards and reports

Strong analytical and problem-solving skills with the ability to work with a wide variety of Information Technology Systems and to interpret complex data and trends

Detail-oriented and organized approach to managing data and reports

Strong ability to communicate clearly and effectively verbally and in writing; ability to present and provide information to various audiences and to convey technical concepts to non-technical stakeholders

Ability to research, analyze, assess and document a variety of data and information

Ability to prepare and maintain a variety of records, reports and documentation related to the work

Ability to work both independently and as part of a team

Continuous improvement mindset; committed to seeking out opportunities to streamline, enhance and improve processes, functions, methods and tools

SECURITY REQUIREMENTS:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 3-5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

WHAT WE OFFER:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary - with the opportunity for increases
• Minimum 3 weeks vacation to start
• Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
• 100% paid extended health and dental benefits
• Pension – employer matched contributions to Municipal Pension Plan, a defined benefits plan
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

JOB DETAILS:

• Number of positions: Minimum of One (1)
• Job status: Regular Full-Time
• Hours of work: Monday to Friday, 40 hours per week
• Wage/Salary: PG 26| $46.07 to $54.46 hourly; $92,232 to $109,028 annually (2024 rates)
• Employee Group: CUPME, Local 8911
• Location: Business and Technology Centre (Still Creek Drive, Burnaby, BC)
• Selection Process: The successful candidate will be selected after completion of a phone interview and two rounds of behavioural and scenario-based interviews. The second round of interview will require a presentation
• CLOSING DATE FOR APPLICATIONS: May 31st, 2024 @ 11:59pm Pacific Time

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca