Business Relationship Specialist

5 months ago

Hamilton, Canada City of Hamilton Full time

**About the City of Hamilton**

**Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason**

**JOB POSTING**

JOB ID #: 21686

Business Relationship Specialist
Corporate Services
Information Technology
55 Yrok Blvd., 6th Floor

NUMBER OF VACANCIES: 1

UNION/NON-UNION: Non Union Mgmt Professional

HOURS Of WORK: 35.00 per week
- GRADE: 6
- SALARY/HOUR: $52.958 - $66.198 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Full-Time Temporary (Up to 13 months)

Job Description ID #: 7702

SUMMARY OF DUTIES

Reporting to the Business Relationship Manager (BRM), the Business Relationship Specialist is responsible for providing support for the Business Relationship Manager, CMO portfolio which includes support of the IT strategy, optimization of various business facing processes and identification and implementation of continuous improvement initiatives. The position will be responsible and accountable for managing incident reporting and resolution for senior leadership, Council and their support staff. They communicate best practices, standards, and policies as well as provide training and documentation to effectively utilize City standard technology. The specialist is also responsible for the effective management of identified vendor contracts.

GENERAL DUTIES

Cultivates, manages and maintains strong relationships with client group, demonstrating knowledge and understanding of their priorities, and desired outcomes.

Acts as an IT process expert to advise and provide relevant solutions to the client group. The Business Relationship Specialist will provide next steps and direction to assist the client group in resolving issues and requests.

Effectively communicates with client group to explain potential options for issue resolution and intended solution.

Collaborates with IT teams to ensure process and system knowledge is up to date to be able to provide client groups with viable options.

Serves as point of escalation to investigate concerns and complaints relating to IT processes and service delivery, documenting and reporting findings to senior leadership including recommendations for resolution.

Collaborates with IT leadership and coordinate the resolution of requests and issues for their client group.

Work with the Client Engagement Services team to be aware of asks and opportunities throughout the organization. Regularly collaborate with peers and other IT staff to review technology portfolios and identify business requirements and/or solutions that may present opportunities for synergies and/or shared solutions.

Prepares training materials, provides training and facilitates support for City standard solutions to their client group.

Manages vendors and suppliers to facilitate support with specified solutions.

Develops and maintains business relationships with the SLT and senior leadership of the user departments.

Demonstrates high level of confidentiality and integrity, in compliance with all City policies, in dealing with the devices and sensitive information.

Acts on behalf of Business Relationship Manager in their absence as required.

Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.

Perform other duties as assigned which are directly related to the responsibilities of the position.

QUALIFICATIONS

1. University Degree in field of Computer Science, Information Systems, or equivalent with a minimum of five (5) years of relevant client-facing experience in the field.

2. Passion for delivery and customer satisfaction which is demonstrated through critical thinking, evaluation and analytical skills and the ability for visioning and strategic thinking.

3. Highly client focused facilitation, communication, presentation, interpersonal and organization skills, with demonstrated experience working with senior business and IT stakeholders.

4. Excellent oral and written communication skills with the ability to present complex facts, information and explanations to senior leaders, members of Council and various audiences.

5. Excellent interpersonal skills and ability to build trusted working relationships and effectively collaborate with colleagues and stakeholders to build consensus and provide sound judgement.

6. Demonstrated investigative and problem-solv

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