External Services Analyst

3 weeks ago

Edmonton, Canada City of Edmonton Full time

**External Services Analyst**

**Job Number***:
**45511**

The Assessment and Taxation Branch is responsible for the administration and collection of 57% of the city’s annual operating budget. Critical to the corporation’s financial stability is the timely production and distribution of annual assessment notices and tax bills.

As an External Services Analyst, you will support the branch in managing complex mailout projects, develop management materials and process documentation, forge strong working relationships within the branch and maintain positive connections with various project stakeholders. You will take advantage of your interpersonal and organizational skills to meet project deadlines and utilize problem-solving skills to mitigate any challenges..

With a focus on the City of Edmonton’s Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, you will:

- Support the management of three complex mailout projects, requiring coordination of cross-functional project teams consisting of management and property valuation, IT, taxation, legal and communications professionals to ensure the timely production of accurate assessment and taxation notices for over 400,000 properties
- Plan, prepare, develop and maintain project management materials and process documentation as necessary to support each mailout process
- Develop, prepare, compile and review presentations and briefing package about the assessment and tax mailouts for City Council in collaboration with Branch leadership
- Review all materials produced by Assessment and Taxation for Edmonton.ca, MyProperty, council packages, media packages, and other materials related to the mail outs to ensure alignment with strategic direction, and accuracy and consistency in messaging
- Identify improvements to customer experience and customer service, and work with Branch leadership and operational areas to develop strategies and projects to achieve those goals
- Develop, compile, administer and analyze internal and external surveys to better guide future section work
- Design and edit graphic templates for information brochures and other communications materials, ensuring legibility and legislative compliance
- Develop, update, maintain and implement processes for the branch, sections and units within the Branch in alignment with A&T’s business and strategic plans
- Engage in cross-jurisdictional research for the purposes of reporting and process improvement
- Compile and analyze relevant and reliable data from multiple sources such as TACS, website/MyProperty, SAP, etc. to inform and enhance branch, section and unit business planning
- Perform other branch-related research and analysis as required

**Qualifications**:

- An under-graduate degree in a related discipline
- 4 years progressively responsible and diversified experience in the areas of project management, quantitative and qualitative analysis, customer research, usability testing and business case development
- IABC and/or PMP certification would be considered an asset
- Customer Experience training would be considered an asset
- Proficiency in Microsoft Office Suite and Google Apps is required
- Working knowledge of data analysis and project planning in Excel and Google Sheets. Familiarity with Tableau, Webi and Smartsheet would be considered an asset.
- Knowledge of project management principles and proficiency in project management processes
- Knowledge of data collection and user research techniques, results analysis and presentation
- Ability to deliver presentations to a variety of audiences using highly developed communication skills
- Ability to communicate, persuade, negotiate and build consensus with people at varying levels
- Ability to explain complex technical and operational concepts in simple business language, data and visuals
- Ability to utilize problem-solving skills and mental agility
- Highly developed interpersonal and organizational skills to work independently and forge strong working relationships with internal and external stakeholders at all Levels
- Demonstrate service excellence, embracing diversity and promoting inclusiveness
- Demonstrate alignment with the Cultural Commitments of Safe, Helpful, Accountable, Integrated and Excellent, fostering an environment for others to do the same. For more information on the City’s Cultural Commitments, please visit edmonton.ca/our-culture
- Demonstrate the foundational competencies, key behaviors and attributes of the City’s six leadership competencies: Courage, Inclusivity, Values-Based Influencer, Collaborative Networker, Systems Thinker and Creative Innovator. For more information on the City’s leadership competencies, please visit edmonton.ca/our-culture
- Applicants may be tested

For more information, please refer to our COVID-19 Vaccination Policy (bit.ly/3lKwb6j) and COVID-19 Vaccination Procedure (bit.ly/39BICMt).

**_Up to one (1) permanent full-time position_**

**Hours of Work**: 3

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