Enterprise Operations Analyst

3 weeks ago

Old Toronto, Ontario, Canada Legal Aid Ontario Full time


Union: OPSEU - PO

Job Number: J

Job Title: Operational Business Analyst

Job Type: Permanent Full Time

City, Province, Country: Toronto, Ontario, Canada

Job Location: Toronto

Job Category: Business Analysis

Job Classification: FP7

Role Designation:

Flexible Hybrid - In-person days can be adjusted based on managerial approval and operational needs.

Open Positions: 1

Overview

At Legal Aid Ontario, our employees are dedicated to making a significant impact in the lives of our clients. Being a key player in the Justice system, a career with us transcends mere employment; it is a chance to assist those in need and ensure that every client has access to the justice they deserve.

If you seek a new challenge in your meaningful career with a team devoted to justice and innovation within a flexible and supportive work environment, consider the opportunity outlined below.



Diversity and Inclusion Commitment

We are committed to building a diverse workforce that mirrors the communities we serve. We prioritize creating a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives, and embraces differences. Legal Aid Ontario encourages applications from equity-seeking groups, including individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women, and members of the 2SLGBTQ+ community.

We recognize the importance of equity, diversity, and inclusion and are dedicated to addressing systemic barriers while attracting and retaining a diverse staff. All interested and eligible individuals will be considered, with due regard to all protected grounds under the Ontario Human Rights Code.



Primary Responsibilities

Reporting to the Manager of Client Business Systems and User Support within the Intake Operations Support group, the Operational Business Analyst will be pivotal in analyzing and implementing initiatives for the Operations division and the organization. Key responsibilities include:

  • Acting as a liaison among stakeholders to gather, analyze, communicate, and validate requirements for modifications to LAO's business systems and tools;
  • Leading significant initiatives for the Operations division and the organization, encompassing phases from business requirements to testing, implementation, and support.


Key Accountabilities
  • Engage with stakeholders and user groups to develop business requirements documents (BRDs), personas, prototypes, and user flows based on consultations.
  • Conduct research and monitor analytics to identify issues with LAO's digital products, systems, and tools, proposing usability solutions.
  • Design, facilitate, and assess usability tests, providing recommendations to enhance user experience across LAO's digital systems and tools.
  • Identify opportunities to optimize processes and recognize non-system components suitable for digitization.
  • Offer insights on key data requirements and decision points in business processes related to client intake and certificate programs.
  • Participate in testing system enhancements.
  • Provide user support during the post-implementation phase of new processes and assist with day-to-day system issues.
  • Maintain and configure system data according to business and user needs.
  • Utilize knowledge of LAO business practices, including intake and application processes, to recommend enhancements, designs, and features beneficial to clients and LAO staff.


Required Skills & Experience
  • Undergraduate degree or equivalent combination of education and experience; CBAP designation is an asset.
  • Proficiency with PeopleSoft, Oracle Service Cloud, and Oracle Intelligent Advisor is advantageous.
  • Strong technical acumen to troubleshoot and resolve system problems and daily operational issues while effectively sharing knowledge.
  • Comprehensive understanding of digital experiences, products, and service delivery.
  • Demonstrated experience with UX testing, including script writing, developing interactive prototypes, and facilitating usability tests.
  • Advanced proficiency in Microsoft Office applications, including Excel, Access, Word, and PowerPoint.
  • Thorough understanding of Legal Aid Ontario's business processes, including sound knowledge of policies, procedures, and system functions.
  • Excellent communication (oral and written) and organizational skills.
  • Ability to work effectively and professionally with all levels of staff, management, and stakeholders within LAO.
  • Capability to manage multiple concurrent objectives, projects, groups, or activities.
  • Highly motivated and comfortable working independently.
  • Strong decision-making and critical thinking skills.
  • Knowledge of the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Digital Service Standard is an asset.
  • Applicants should provide examples of their experience in their cover letter and resume.


Organizational Competencies Expected
  • Client Focus
  • Adaptability and Flexibility
  • Personal Motivation and Accountability
  • Focus on Quality and Best Practice
  • Problem Solving and Judgement
  • Organizational Awareness
  • Teamwork and Collaboration

To apply, submit a cover letter and résumé. Only candidates selected for an interview will be notified.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) and the successful incumbent will be governed by the provisions of a collective agreement.

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