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Business Operations Analyst

2 months ago

Old Toronto, Ontario, Canada Legal Aid Ontario Full time

Location: Toronto

Category: Business Analysis

Classification: FP7

Role Designation: Flexible Hybrid - In-person days can vary weekly based on managerial approval and operational needs.

At Legal Aid Ontario, our employees are dedicated to positively impacting the lives of our clients.

Being a vital partner in the Justice system, a career at Legal Aid Ontario transcends mere employment. It offers a chance to assist those in greatest need, ensuring that every client has access to the justice they are entitled to under the law.

If you seek a fresh challenge in your already impactful career with a team committed to justice and innovation in a flexible and supportive environment, we invite you to explore this opportunity.

We prioritize building a diverse workforce that reflects the communities we serve while fostering a safe culture that dismantles systemic barriers, welcomes new perspectives, and embraces differences. Legal Aid Ontario encourages applications from equity-seeking groups, including but not limited to First Nations, Inuit or Métis individuals, Black and racialized individuals, persons with disabilities, women, and members of the 2SLGBTQ+ community.

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

Legal Aid Ontario upholds values of integrity, respect, responsiveness, excellence, independence, accountability, openness, and consistency. Our recruitment process reflects our commitment to equity, diversity, and inclusion. Accommodations are available throughout the recruitment process and during employment at Legal Aid Ontario. Please direct any accommodation requests to our recruitment team.

Primary Responsibilities

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

  1. Acting as a liaison among stakeholders to gather, analyze, communicate, and validate requirements for modifications to Legal Aid Ontario's business systems and tools.
  2. Leading significant initiatives for the Operations division and the organization, encompassing phases from business requirements to testing, implementation, and support.
Key Accountabilities
  1. Consulting with stakeholders and user groups to develop business requirements documents (BRDs), personas, prototypes, and user flows based on those consultations.
  2. Conducting research and monitoring analytics to identify issues with Legal Aid Ontario's digital products, systems, and tools, and proposing usability solutions.
  3. Designing, facilitating, and evaluating usability tests, providing recommendations to enhance user experience across Legal Aid Ontario's digital systems and tools.
  4. Identifying opportunities to optimize processes and recognizing non-system components that may be suitable for digitization.
  5. Offering advice and input on key data requirements and decision points in business processes related to client intake and certificate programs.
  6. Participating in the testing of system enhancements.
  7. Providing user support during the post-implementation phase of new processes and assisting with day-to-day system issues.
  8. Maintaining and configuring system data according to business and user needs.
  9. Applying knowledge of Legal Aid Ontario's business practices, including intake and application processes, to suggest enhancements, designs, and features beneficial to clients and/or staff.
Required Skills & Experience
  1. Undergraduate degree or equivalent combination of education and experience; CBAP designation is an asset.
  2. Demonstrated proficiency with PeopleSoft, Oracle Service Cloud, and Oracle Intelligent Advisor is an asset.
  3. Strong technical knowledge to troubleshoot and resolve system problems and daily operational issues while effectively sharing knowledge with others.
  4. Deep understanding of digital experiences, products, and service delivery.
  5. Demonstrated experience with UX testing, including writing scripts, developing interactive prototypes, and facilitating and evaluating usability tests.
  6. Advanced knowledge of Microsoft Office applications, including Excel, Access, Word, and PowerPoint.
  7. Advanced understanding of Legal Aid Ontario's business processes, including sound knowledge of processes, policies, procedures, and system functions.
  8. Excellent communication (oral and written) and organizational skills.
  9. Ability to work effectively and professionally with all levels of staff, management, and stakeholders.
  10. Ability to manage multiple concurrent objectives, projects, groups, or activities.
  11. Highly motivated and comfortable working independently.
  12. Strong decision-making and critical thinking skills.
  13. Knowledge of the Accessibility for Ontarians with Disabilities Act (AODA) and Ontario Digital Service Standard is an asset.
  14. Applicants should provide examples of their experience in their cover letter and resume.
Organizational Competencies Expected
  1. Client Focus
  2. Adaptability and Flexibility
  3. Personal Motivation and Accountability
  4. Focus on Quality and Best Practices
  5. Problem Solving and Judgment
  6. Organizational Awareness
  7. Teamwork and Collaboration

To apply, please 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 candidate will be governed by the provisions of a collective agreement.

Legal Aid Ontario is an independent but publicly funded and publicly accountable non-profit corporation. None of this material may be commercially reproduced, but copying for other purposes, with credit, is encouraged.