Process Management Administrator

2 months ago

Markham, Canada City of Markham Full time

The City of Markham is proud to be recognized for the 4th consecutive year as one of Canada’s Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

**Join us and make a lasting difference**

**JOB SUMMARY**

Duties include: facilitating working sessions, process mapping, business analysis, documenting procedures, system testing, identifying continuous improvement and automation of business practices and financial oversight / data reporting. Developing training material, user guides, tutorial videos, provide training sessions, and user support.

**KEY DUTIES AND RESPONSIBILITIES**

**_ Process Management_**
- Facilitate Planning, Engineering, Urban Design and Front Counter business working groups to determine workflow, processes and procedures in relation to the City’s current digital platform.
- Plan for and incorporate the requirements / business needs of departments outside Development Services (e.g. Fire, Waste, Operations, Environmental Services, Legal, By-law Enforcement etc.) and external agencies / utilities (e.g. TRCA, York Region, MTO etc.)
- Evaluate and map processes, document procedures, and build automation to ensure effective and efficient business practices. Create process maps in Visio or similar software.

**_ Business Analyst_**
- Analyze workflow / process maps of business activity and make recommendations on streamlining and automation potential to transition towards, implement and maintain ePLAN or future digital platforms. Assess efficiencies, recommend and implement action items. Prepare AMANDA, Portal and ProjectDox design templates to reflect Business Unit needs and provide direction on integration points, including:

- User interface / integration.
- Folder Functionality (initiation, set-up, processes)
- Templates for documents (sent to IT for coding)
- Coding Development for AMANDA (sub-type, work proposed, folder status, information codes, process types, checklists, attempt results, process status, fee types, fee codes, projections, notifications).
- Liaise / coordinate between ITS and business unit users to ensure technical needs are understood and addressed.
- Lead portal content author for the department.
- Test software, including system testing, User Acceptance Testing of new software, modifications, new releases, version updates prior to implementation in production of AMANDA, Portal (including shopping cart), ProjectDox and other software, as applicable.

**_ Reports & Documentation_**
- Prepare procedures and documentation, including creating detailed instructions / user guides for AMANDA and ProjectDox for internal and external users as applicable, including production of video tutorials.
- Draft procedures to update the Development Application Procedures Manual (DAP) on Checkmark and Applicant Information Guide for City Portal.
- Create training material to reflect individual business unit processes, procedures and practices.
- Post all training material and user guides / documentation on the appropriate online platform in accordance with corporate policy and communication protocols.

**Deliver Training**
- Develop and maintain training materials and plans.
- Train Business Unit users and external agencies / applicants on new processes and software in a group setting or on an individual basis to effectively utilize the ePLAN system.
- Deliver continuing reinforcement training, including onboarding training for new employees.

**_ Maintenance & Support_**
- Provide day-to-day support for all internal and external ePLAN users. Triage service requests to determine appropriate resolution. Troubleshoot and assess when to escalate to ITS / software service provider as required.
- Participate on City’s internal user group to develop and review AMANDA and ProjectDox’s strategic business and systems planning and participates in external municipal user group to learn best practices from other users.
- Ensure best practice and quality information is input in real time for reliable data collection, reporting and projections in the interests of responsible fiscal management and reliable growth forecasts used by City finance dept. and Regional staff for financial planning and resource management.

**_ Financial Oversight_**

**REQUIRED SKILLS & COMPETENCIES**
- 3-year college diploma in Business Administration or equivalent qualification in Planning, Engineering or related discipline.
- 3 to 5 years’ experience in creating, designing and developing business process maps for the purpose of automating business processes, supporting digital transformati

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