Posting Id

3087
Department

Corporate and Financial Services
Division

Office of the Clerk
Section

Access Richmond Hill
Job Grade

SEA35 Grade 05
Rate of Pay

$73,736.00 - $86,746.00 Annual
Job Type

Permanent Full Time
Employee Group

POSITION SUMMARY

Reporting to the Manager, Access Richmond Hill, the ARH Information Analyst is responsible for driving business process improvements focused on inquiry call handling and service delivery. Key responsibilities include process identification, documentation, data analysis, and developing future-state models. In this role, you will collaborate across divisions, lead process enhancements, manage systems, and support front-line Advisors to elevate the resident experience.

EDUCATION AND EXPERIENCE

• 3 year degree/diploma in Business Administration or Customer Service
• 3 to 5 years experience in a Business Analyst or equivalent role
• Experience in business development, service delivery and operations in a Municipal setting

REQUIRED SKILLS/KNOWLEDGE

• Strong analytical and problem-solving skills, with the ability to assess complex operational issues and implement data-driven improvements.
• Experienced in process review, including the development of workflows, standards, work instructions, and performance metrics.
• Skilled in data collection and analysis using tools such as Excel, Visio, and workflow diagrams.
• Proficient in a range of enterprise systems, including Tax and Water Billing, Work Order, and Financial Accounting systems.
• Experience working in a municipal or public sector customer service environment is an asset.
• Exceptional verbal and written communication skills for engaging internal and external stakeholders across various channels.
• Strong knowledge of City services, policies, procedures, and service standards.
• Proven ability to translate technical information into clear, accessible content for non-technical audiences.
• Excellent relationship-building and negotiation skills with a collaborative approach.
• Advanced knowledge of contact centre technology, including telephony systems and Customer Relationship Management (CRM) software.
• Adaptable and responsive to shifting priorities and workloads, with strong organizational and time management skills.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Effective facilitator and presenter, experienced in delivering training, workshops, and system onboarding for staff and business partners.
• Class G driver’s license and use of reliable vehicle for corporate business (approved mileage is compensated)

• Develop and maintain Standard Operating Procedures (SOPs), Knowledge Base (KB) articles, and user guides with strong documentation standards including version control and review cycles.
• Ensure documentation aligns with City web content and communication channels for consistent, user-friendly experiences.
• Monitor and manage escalations and service queues to ensure timely resolution and positive resident experiences.
• Support resolution of resident escalations by reviewing case histories and providing timely updates.
• Audit ARH Advisor practices against SOPs to maintain quality, consistency, and adherence to service standards.
• Document and maintain Service Level Agreements (SLAs) in partnership with business units and IT, ensuring alignment with customer expectations and operational needs.
• Coordinate with business units to communicate accurate service request information to residents and Advisors.
• Translate technical information into accessible content for ARH Advisors and non-technical audiences.
• Collaborate across divisions to clarify roles and identify opportunities to enhance ARH service delivery.
• Generate and analyze CRM data reports to identify trends and recommend improvements.
• Analyze operational data and complex issues to identify root causes and inefficiencies.
• Contribute to the development of data-driven solutions that enhance service quality and advisor productivity.
• Provide staff with guidance on CRM capabilities, call handling, and City-wide service knowledge.
• Lead information gathering and process mapping sessions to document workflows and create user-friendly Knowledge Base content.
• Utilize analytical tools like Excel, Visio, and Maximo to support data analysis, process mapping, and issue resolution.
• Improve business workflows, inquiry types and procedures supporting ARH Advisors.
• Act as a liaison between ARH, IT and business units to align technology with operational needs and drive continuous CRM system enhancements, including issue tracking, reporting, User Acceptance Testing, and training.
• Develop and implement intake processes for new services, assessing impacts on ARH operations and staffing.