Process Analyst

3 months ago

Toronto, Canada Family Service Toronto Full time

**Grow with us**

Family Service Toronto (FST) helps people face a wide variety of life challenges. For over 100 years, we have worked with individuals and families destabilized by precarious mental health and/or socioeconomic circumstances, to achieve greater resilience and stability in more just and supportive communities. We achieve this through our direct service work of intervention and prevention which includes, case management, counselling, peer support and education; knowledge building; and system-level work including social action, advocacy, community-building and working with partners to strengthen the sector.

We’re proud of our people and culture We are constantly evolving what we do and how we do it. Our work is grounded in the lived experience of the clients and the community. We celebrate diversity, equity, inclusion, and excellence. We are agile, learning and always willing to try new things.

**The Opportunity**

Reporting to Manager, Technology & Business Intelligence, the Process Analyst will perform a variety of database-related and administrative tasks for the PassportONE program. This role will also serve as central support for the organization’s Electronic Client Record System (ECRS), overseeing its ongoing development and deployment Additionally, the Process Analyst will handle reporting and analytics requirements for other programs at Family Service Toronto (FST).

**Responsibilities**

**Database and Systems Integration**:

- Thoroughly understands the business processes, workflows, systems, and requirements for FST programs.
- Thoroughly understands the integration between the PassportONE CRM system and the MCCSS DSCIS system. Interprets DSCIS manuals and documentations for DSCIS upgrades to identify all impacts on PassportONE systems.
- Identifying data inconsistencies between FST systems and reporting servers. Advising stakeholders on the data health regularly to ensure accuracy and to improve business practices.
- Troubleshoot technical issues across FST systems (including PassportONE CRM, TPA portal, eCLAIM portal, DocuShare, eForm, TREAT, WebFocus) and coordinate with IT teams for resolution, escalating unresolved issues to the Manager of Technology & Business Intelligence.
- Collect business requirements from system users for change requests, translating them into technical requirements for IT teams.
- Assign prioritization scores to outstanding change requests on TREAT and PassportONE systems, planning timelines to inform users of upcoming developments.
- Design and develop workflows to maintain data accuracy, completeness, reliability, relevance, and timeliness on FST systems, monitoring and analyzing data quality, and supporting data correction in collaboration with system users.
- Perform User Acceptance Testing (UAT) for system developments on PassportONE and TREAT systems.
- Document report processes, developments, changes, and project work plans, ensuring they are up-to-date.
- Identifies and investigates system and business process deficiencies. Suggests improvements in processes, data collection, analysis methods, service data systems and possibility of integrating different FST databases.
- Participates as the representative on planning/implementation workgroups internally (i.e., TREAT Super User Group) as required.

**Data Analytics and Reporting**:

- Develops and verifies accuracy of program reports: such as (but not limited to) PassportONE MCCSS Investment and Quarterly Reports, FST Quarterly Reports and any other ad-hoc reports using a range of business intelligence tools.
- Create discrepancy reports to monitor and analyze data quality in FST systems, communicating with stakeholders to investigate and support corrections as required.
- Design and develop Power BI dashboards and paginated reports using Power Query, DAX, SQL, R, and Python.
- Design and develop reports in TREAT using WebFocus language (.html).
- Respond to inquiries from FST Managers, PAs, TPAs, IT teams, and MCCSS related to reports, statistics, and trends.
- Interpret data, analyze results using statistical techniques, and provide ongoing analysis.
- Work with internal stakeholders to understand dashboard, scorecard, and analytics requirements.
- Create effective and meaningful data visualizations to clearly demonstrate and explain trends in large and complex datasets.

**Training and Support**:

- Provides technical support and training in person, online and on the phone to FST staff, and to PA and TPA users for PassportONE systems, business processes and workflows.
- Identifies training needs based on frequently asked questions, creates technical and user training manuals, designs and delivers training sessions for new and existing processes, system changes and developments to PAs, TPAs and FST staff.
- Advises the Manager, Technology and Business Intelligence of any consistently arising issues and queries raised by PAs, TPAs and FST staff.
- Provides training sessions to FST staff a

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