Residential Tenancies Operational Analyst

5 months ago

Halifax, Canada Province of Nova Scotia Full time

**Department**:Service Nova Scotia and Internal Services

**Location**:HALIFAX

**Type of Employment**:Permanent

**Union Status**:NSGEU - NSPG

**Closing Date**:28-Jul-23 (Applications are accepted until 11:59 PM Atlantic Time)

**About Us**:
At Service Nova Scotia, we impact every citizen, business and municipality in Nova Scotia. Our mandate is to design and deliver programs and services to meet the needs of our clients and the public good through a culture of excellence. Service Nova Scotia's vision is to be a recognized leader in service and public protection that delivers trusted, accessible, modern programs, and contributes to Nova Scotia as a safe and desirable place to live, work and do business. To learn more about our Department, please click here.

**About Our Opportunity**:
Reporting to the Manager of Residential Tenancies, as Operational Analyst, you are responsible for working with and providing support to the Residential Tenancies Program. You will develop effective, efficient processes to support service delivery outcomes for the Residential Tenancies Program.

**Primary Accountabilities**:

- With a focus on citizen centered design, develop new service delivery processes.
- Evaluate existing processes with an eye to innovate and improve service delivery for clients and teams.
- Document and provide training for new and existing services as well as deliver and communicate those changes to service as a result of legislative, regulation, and policy changes or client feedback.
- Coordinate technical teams identified in the solution, coordinate user acceptance testing.
- Develop clear and concise communications to all impacted stakeholders.
- Design quality assurance processes to support teams in attaining accurate program deliverables.
- Develop and deliver reporting to Leadership teams to assist in workload management and to measure benchmarks with actual daily performance targets.
- Evaluate service delivery metrics (including technical, financial, operational etc.) and provide accurate information in a timely manner to support the Manager and the senior leadership team in decision making,
- Work with various internal and external technology and project teams to support system replacements, new services, or system design changes.
- Coordinate large scale program launches and annual renewal cycles by maintaining professional relationships with various internal and external teams including the Contact Center, Access Nova Scotia, Department of Finance, Kings Printer, Communications Nova Scotia, Department of Cyber Security and Digital Solutions, etc.

**Qualifications and Experience**:
This position requires a bachelor’s degree plus five (5) years related experience or an equivalent combination of training and experience.

In addition, you are able to think analytically, conceptually, and innovate while developing practical solutions for service delivery. You develop and use tools to analyze, measure and improve business processes. The successful applicant will have proficient written, verbal and listening skills and demonstrate sound judgment in assessing options and impacts to provide solid advice to management. You should be self-motivated with ability to work independently as well as in teams, possessing a high degree of initiative, objectivity, and ability to manage multiple initiatives while prioritizing to ensure they are completed on schedule and within budget objectives. You should have extensive knowledge of the policies and processing systems utilized within the service delivery units (i.e., TIMS, AMANDA, RegSys, etc.) You create and deliver training and evaluation tools.

The following will be considered assets:

- Education, training and/or experience with project management or Service Design methodologies.
- A background in process improvement with Lean Six Sigma and DMAIC methodology.
- Experience using data to create dashboards.
- Knowledge of Word, PowerPoint, Visio Professional, Outlook, TEAMS, Adobe Pro and high level of proficiency in Excel, along with financial analysis.
- Experience updating SharePoint.
- Experience working in government and/or regulatory setting.

Incumbents should identify specific information technology, software skills and technical capabilities in their cover letter that would be considered an asset in this position.

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

**Equivalency**:
**Benefits**:
Based on the employment status and Union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offering and eligibility criteria.

**What We Offer**:

- Career development where you have a

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