Junior Business Analyst

**Requisition ID**:38000

**Organization**

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

**Main Purpose and Function**

The Junior Business Analyst aids the Customer Experience Team with enhancing customer service delivery and improving operational efficiencies through various customer service channels i.e. Phone, Chat, Web, and Mobile Apps for the 3-1-1 Contact Centre. The position works closely with the various Business Units and Technology Services’ teams to support the development and implementation of the business solutions for the Contact Centre.

**Specific Duties/Responsibilities**
- Assists in the planning, design and development of new processes and enhancements to existing process
- Assesses “As Is” and “To Be” processes and documents findings in high-level process maps.
- Liaises with and develop stakeholder relationships with internal/external teams on process changes and enhancements.
- Facilitates project planning and implementation activities such as scheduling regular meetings, taking minutes and managing communications.
- Acknowledges and resolves support tickets
- Configures business processes using various tools - Engagement Management Professional (EM PRO), Van311, SharePoint, CUBE, etc.
- Creates documentation for business processes to support training development and change management.
- Actively participates and assists in business process reviews to improve existing and/or new business processes by gathering business requirements, documenting business process changes and implementing changes for call-taking.
- Recommends changes improving workflows or technical solution to improve or automate a business process.
- Plans, designs and develops draft versions of new processes and enhancements to existing processes.
- Performs system and user acceptance testing (UAT), creates UAT scripts, and documents the findings for approval by process owner.
- Conducts data analysis, documents findings, and prepares power-point deck to present recommendations to the internal and external clients.
- Other duties/responsibilities as assigned.

**Qualification Requirements**

Education and Experience:

- Completion of secondary school, grade 12 or equivalent supplemented by courses in business analysis, programming, or related field of study, or equivalent combination of training and experience.

Knowledge and Abilities:

- Considerable knowledge of the functions, procedures, practices of the 3-1-1 Contact Centre.
- Sound knowledge of Contact Centre related technologies and systems.
- Ability to assess and assist call centre agents on call management issues.
- Ability to analyze call centre specific data and trends; create relevant reports for decision making
- Ability to build and maintain working relationships; provide exceptional customer service to clients and stakeholders both internal and external to the workgroup.
- Ability to self-manage small projects and escalate key findings.
- Ability to design and conduct user tests on new or revised programs and to develop report reconciliation procedures, as required.
- Ability to prepare and maintain a variety of reports, plans, documentation, and records related to the work.
- Ability to participate in the identification and implementation of major computer oriented projects within the department.
- Sound knowledge of Engagement Management Professional (EM PRO) Adobe Acrobat, Microsoft Suite: Word, Excel, Outlook Explorer, Outsystems Mapping Tool, Vandocs (HP TRIM), ServiceNow
- Soft Skills that are an asset: strong oral, written, presentation skills, result and detail oriented, self motivated and independant worker, teamwork and prioritization skills, adaptable and collaborative, creative, critical and problem solving skills

The City’s COVID-19 vaccination policy is currently suspended and as a result, vaccination against COVID-19 is not required at this time. However, should circumstances change and the City deem it necessary to re-introduce such policy, you may be required to provide proof of vaccination against COVID-19 in order to be eligible to continue performing your duties.

**Business Unit/Department**:IT, Digital Strategy & 311 (1070)

**Affiliation**:CUPE 15 Non Pks

**Employment Type**:Temporary Full Time

**Position Start Dat