Business & Support Services Specialist Re-post

**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 #: 19465

Business & Support Services Specialist RE-POST
Corporate Services
Customer Service & POA
71 Main St. W
- *Previous applicants to this competition need not re-apply, and will be considered as part of this re-post*_

NUMBER OF VACANCIES: 2

UNION/NON-UNION: Non Union Management Professional

HOURS Of WORK: 35.00 per week
- GRADE: 6
- SALARY/HOUR: $50.654 - $59.242 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: 1 Full-Time Regular & 1 Full-Time Temporary (Up to 18 months)

Job Description ID #: 6992

**Vaccine Verification - **As a condition of employment you are required to provide proof that you are fully vaccinated or provide proof of valid exemption satisfactory to the employer prior to your start date. You must acknowledge and agree to comply with any future vaccine policy requirements as an ongoing condition of employment at the City of Hamilton.

SUMMARY OF DUTIES

Reporting to the Manager, Business & Support Services, the Business & Support Services Specialist is responsible and accountable for providing support for the customer service strategy, optimization of various service channels, identification and implementation of continuous improvement initiatives. The position will be responsible for business case and plan development, training and development as well as project management support for channel and financial strategic initiative. The Specialist is also responsible for the effective management of identified vendor contracts, inclusive of performance reporting, as well as the development, implementation and management of performance dashboards and reporting.

GENERAL DUTIES

Responsible for providing support for the customer service strategy as well as business case and plan development, and project management support and the achievement of goals and objectives.

Lead the implementation of continuous improvement initiatives for the Division as well as support financial integration initiatives.

Research, develop and recommend short / long term service delivery and financial integration strategies in accordance with City strategic directions, strategies, guidelines and legislative program requirements.

In partnership with the Departments, develops recommendations for improvements to services delivery consistency and experience, including, required organizational changes, staff resources and skill requirements

Supports the development of service level agreements and other applicable contracts and liaise with vendors, suppliers, other organizations and municipalities in supporting service delivery.

Facilitates the implementation of cross departmental service strategies that optimize the accessibility of services and ensure service consistency across the various channels as well as provides support and management of identified financial integration initiatives.

Initiates opportunities to explore areas of optimization and service synergies to improve the service experience of citizens and reduce operating expenditure.

Supports the identification and implementation of detailed performance management principles, reporting mechanisms and corresponding communications.

Supports the implementation of performance metrics and criteria for service and financial monitoring as well as assists in the development, recommendation and interpretation of policies and procedures related to service delivery.

Develops evaluation tools for the effectiveness of work processes, technological efficiencies and standards.

Lead in the project management of identified initiatives at both the operational and strategic level.

Supports the investigation of concerns and complaints relating to processes and service channel delivery, documenting and reporting findings to the Director along with recommendations for resolution.

Lead in the development of reporting of performance to the applicable staff committee as well as supports the development and presentation of reports to members of Council.

Establishes and maintains an effective network of communication between senior management and various public and private sector agencies, user groups, constituents, city departments and other levels of government.

Manages and facilitates studies, public consultations and community engagement initiatives.

Suppo