Business Services Analyst

2 days ago

Richmond, Canada City of Richmond BC Full time

**Business Services Analyst**:
The City of Richmond is committed to be the most appealing, livable, well-managed community in Canada, a goal that is only made possible by developing our most valuable asset - _our people_. This is a great opportunity to join our team and shape our community. The City of Richmond offers competitive pay programs, comprehensive benefits and attractive incentives. If you are looking to make a difference, and to share our vision “to be the most appealing, livable, and well-managed community in Canada”, then please apply.

**Overview**:
The Business Services Analyst will provide technical expertise in the area of continuous improvement and business analysis methodologies. Reporting to the Manager, Business Improvement with dotted accountability to the section managers, this is an exciting opportunity to support the ongoing digital transformation of the City’s customer service processes and assist in advancing strategic corporate initiatives related to Business Improvement, Business Advisory and Risk Management.

**Examples of key responsibilities include, but are not limited to**:

- Supporting the Business Improvement Team to understand and analyze current state processes, and to define optimized future state processes in order to improve business operations related to customer service delivery.
- Undertaking detailed mapping and analysis of end-to-end business process and standard work procedures.
- Making recommendations that result in an enhanced customer experience and operational efficiencies.
- Supporting the development of future state business requirements for related upgrades to relevant systems (i.e. AMANDA, Infor Public Sector), coordinate user acceptance testing and support other aspects of successful implementation of identified improvements.
- Identifying and implementing methods to track operational performance and customer satisfaction i.e. customer satisfaction surveys.
- Assisting the Business Improvement Team to synthesize, evaluate and summarize business operations data to communicate insights and continuous improvement recommendations.
- Supporting the project lead and collaborating with a wide variety of internal stakeholders in order to advance strategic corporate initiatives related to Business Improvement, Business Advisory and Risk Management such as the Permitting Optimization Project, various advisory or audit projects, and development of an Enterprise Risk Register.
- Presenting ideas and findings in staff meetings, and helping the Business Improvement Team and section managers to obtain buy-in for proposed solutions and initiatives from relevant departments and individuals. Facilitating small group workshops if needed.
- Managing data and monitoring outcomes and results of implemented improvement initiatives (i.e. efficiencies gained, increased customer satisfaction and improved safety).
- Researching and identifying operational performance benchmarks and targets, and supporting the development and implementation of Key Performance Indicators and dashboards for various business units including Customer Service.

**Qualifications and Experience**:

- A diploma or degree in a related field such as Business or Local Government Administration.
- Certified Business Analyst Professional (CBAP) or Certification of Competency in Business Analysis (CCBA) would be an asset.
- 2-5 years’ experience working in a similar role. Previous work experience in a municipal government setting would be an asset.
- Knowledge of local government laws, regulations and procedures.
- An understanding of best practices in change management.
- Coursework or certification in Process Improvement Methodology (i.e. Lean or Six Sigma).
- An equivalent combination of experience and education would be considered.

**Knowledge, Skills & Abilities**:

- End-to-end operational knowledge of municipal service delivery and customer processes.
- Ability to build relationships with various levels within the organization, and to influence team members to gain support.
- Highly effective communication and presentation skills,
- Strong analytical and critical reasoning skills, with the ability to think strategically and work through complex challenges.
- Experience in data mining and analysis, business intelligence tools and techniques.
- Ability to research, analyze, assess and document information from a variety of sources.
- Experience with and knowledge of proven business process improvement methodologies, tools and techniques
- Demonstrated experience developing business improvement measurements and metrics.
- Experience with change management is an asset.
- Knowledge & experience working with various software including Microsoft (Outlook, Word, Excel, PowerPoint & Visio).
- Ability to use REDMS or a similar records management system.
- Ability to juggle multiple priorities effectively; work well under pressure, and maintain a professional, positive and courteous demeanour.
- Ability

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