Business Support Analyst

StatusTemporary Full-TimeTemporary - Approximate length of assignment, in months24Type of Positionan Addition to StaffStart DateImmediateSalaryAnnuallySalary Grade$96, $109,829.00DepartmentYork Region -> Corporate Services -> Digital & Customer ExperienceLocationDigital Data Technology and CX Yonge Street - Newmarket, ON L3Y 8V3 CA (Primary)Job Description (E)ABOUT USAlmost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that's expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.WHAT WE OFFERConsistently named one of Canada's Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organizational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account, access to a 24/7 Employee and Family Assistance Program and corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.Inclusive and Diverse Workforce - We're committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.ABOUT THE ROLEReporting to Manager, Corporate Contact Centre Transformation, this position is responsible for leading business improvement initiatives and special projects that support the Customer Experience Division. The role focuses on planning, analyzing, and deploying solutions that enhance operational efficiency and deliver measurable business value. The role involves: collaborating with stakeholders to understand business need and translate them into actionable business requirements; develop and optimize business processes to improve performance and customer experience; Research best practices and ensure alignment across teams; Support existing systems and contribute to the development of system strategies that meet operational goals; Assist with strategic planning, project coordination and reporting to ensure successful delivery of initiatives. You will play a key part in bridging the gap between business objectives and technology enablement, ensuring projects align with organizational priorities and deliver tangible outcomes.WHAT YOU'LL BE DOINGAnalyses user requirements and department technology needs, generating alternative approaches to information systems design, prepares system protypes for user consultation, and contributes to the design, development, testing, modification and implementation of systems.Extract, analyze and interpret data to guide recommendations and or validate the success of implemented solutions and process changesRecommends and implements future systems to enhance department productivity.Develops strong working relationships with key staff members in the assigned functional departments.Participates in planning and formulating departmental strategic business improvement and systems initiatives to enhance service delivery.Assists in developing and monitoring department strategic, program, and budget processes for business improvements and related systems, ensuring effective execution.Co-ordinates assigned systems development and implementation activities, including the preparation of user requirement definitions, systems analysis, general and detailed design documents, to development prototyping, and implementation.Reviews and evaluates the results of program and systems testing with team member and end-users.Monitors resource availability and identifies shortfalls to support departmental business improvement initiatives and related technology.Coordinates the introduction of technology and services across the Department.Coordinates and monitors the integration of business processes with new technologies across the department.Assists department staff in the effective utilization of information generated by these technology systems.Acts as direct backup to all other Business Support Analysts for their assigned functional departments, including the enterprise-wide system.Provides timely response to departmental ad hoc requests. WHAT WE'RE LOOKING FORSuccessful completion of a Community College Diploma in Information Technology, Computer Systems Technology, or related field, or approved equivalent combination of education and experience.Minimum three (3) years demonstrated experience in information systems project implementation.Experience in developing business plans and budgets for information systems programs, developing information systems plans and architecture, and relational databases and concepts.Experience with the assessment of information technology against client needs and making recommendations on solutions that support business strategies.Demonstrated project management skills to apply project management tools and methodologies to assist staff with information systems projects and programs.Knowledge of the department's services and programs and general understanding of capital delivery methods.Ability to demonstrate the Region's core competencies.Council Approval DateScheduled Weekly Hours35Scheduled Shifts8:30 - 16:30Operational HoursClose DateDecember 1, 2025of Hires Needed2UnionNon Union Staff.Please apply online by 5:00PM EST of the closing date indicated above.All employment opportunities are recorded on a 24-Hour Career Line and may be accessed by calling ext We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder), and accepts messages from unknown users.York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email or call extension Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.