Job ID: 56366
Job Category: Information & Technology
Division & Section: Customer Experience, CX Service Design & Delivery
Work Location: Metro Hall, 55 John Street, Toronto
Job Type & Duration: Full - time, Temporary (12 month) vacancies
Salary: $113,683.00 - $155,216.00, TM1964, wage grade 7.5.
Shift Information: 35 hours per week, Monday to Friday
Affiliation: Non- union
Number of Positions Open: 1
Posting Period: 01-AUG-2025 to 15-AUG-2025
The mandate of the Customer Experience Division is to ensure that the City of Toronto offers an integrated customer experience that is simple, consistent, equitable, and efficient, and to ensure that, as an organization, we are continuously improving to meet the needs of our diverse residents, businesses and visitors.

KEY QUALIFICATIONS:

• Post-secondary education in business, computer science, analytics or related discipline, and considerable experience working on large scale information technology projects or the approved equivalent combination of education and/or experience.
• Project management experience in all stages of complex information management projects, estimating resources and critical path identification in a large, diverse environment. PMP certification would be an asset.
• Considerable experience leading project teams, reviewing and analyzing business requirements and/or functional specifications and project management experience.
• Experience supporting continuous improvement projects from concept through to implementation and benefits realization. Lean Six Sigma training would be an asset.
• Experience conducting feasibility studies on business opportunities & challenges with the ability to assess, analyze, evaluate and recommend process & policy alternatives.
• Experience working in a shared project management environment using collaborative project management tools such as MS Project, Jira and Confluence, for planning and implementing complex projects and/or packages.
• Experience and knowledge of Salesforce CRM would be considered an asset.
• Understanding of System Development Life Cycle, Defect Life Cycle and Testing Life Cycle with knowledge of testing methodologies, best practices and standards.
• Knowledge of Contact Centre technology (i.e. Verint, Cisco, Salesforce, etc.) is an asset.
• Knowledge of current and emerging information management concepts and technologies including information management, customer relationship management, component based design, object oriented techniques, web portals, e-service, quality assurance tools, data retention, process/data modelling methodologies (BPMN), meta data repository management, Enterprise Application Integration, relational database management technology, business intelligence and decision support for a multi-tiered, multi-platform, network centric computing environment.
• Demonstrated ability to establish and maintain an effective relationship with corporate clients, external stakeholders and vendors.
• Excellent problem solving, leadership, facilitation, interpersonal and communication skills.
• Ability to work independently and cooperatively with others in a multidisciplinary team environment.
• Familiarity with relevant legislation in the area of Occupational Health & Safety, Employment Standards Act, AODA and various collective agreements in a supervisory capacity as it relates to the role.

Reporting to the Manager, Business Transformation & Sustainment in the Customer Experience Division (CXD), the Senior Systems Integrator is responsible for managing the CXD Capital project work, performing project management, supporting continuous improvement and providing senior technical and risk management consulting as it pertains to capital projects.

• Develops, implements, manages and reports on detailed project plans of varying levels of complexity and recommends policies/procedures regarding program specific requirements.
• Conducts feasibility studies, develops business cases and tests and implements applications as it relates to outputs from the System Development Life Cycle (SDLC).
• Conducts interviews and needs assessments with clients to develop, or contribute to, business requirements preparation.
• Lead continuous improvement projects, applying Lean Six Sigma techniques focused on designing and streamlining organizational processes for value-add activities.
• Oversees recruitment, labour relation issues, performance appraisal, training and supervision of assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
• Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work, based on operational need. Authorizes and co-ordinates vacation and overtime requests. Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
• Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
• Ensures all aspects of assigned projects, including the project charter, project plan and schedule, progress, budget, risk management, issue management, change management, resource management, quality review/best practices are carried out on behalf of CXD senior management, business and technical stakeholders.
• Provides project budget and financial management such as sole source requests; contract negotiations; leasing agreements; business cases; feasibility and cost/benefit analysis.
• Prepares and/or supervises the preparation of various formal contractual documents such as Request for Information/Proposal/Quotation (RFI/P/Q), Statement of Work (SOW), Memorandum of Understanding (MOU) and Service Level Agreements (SLA).
• Provides leadership in the evaluation, selection and recommendation of technical solutions and professional services; manages vendors and contractors in the overall solution delivery process.
• Identifies and develops cross divisional initiatives to produce synergies and economies of scale.
• Negotiates with senior management, clients and various stakeholders often with competing and conflicting goals, objectives and priorities.
• Provides assessments and recommendations of new technology trends on the effective use, acquisition and integration of technology by the City.
• Identifies and analyzes current business processes and practices in the context of evolving information architecture, technology architecture and performance measures; prepares feasibility study and recommends overall technical solutions for business initiatives leveraging existing enterprise infrastructure investments.
• Recommends and implements security, privacy and quality assurance requirements consistent with both the Municipal Freedom of Information Privacy and Protection Act (MFIPPA), and corporate and legislated standards regarding the storage, processing and retention of confidential data.
• Assesses and recommends scalable multi-jurisdictional business and technical solutions that meet client and business requirements in the context of corporate standards, policies and procedures for information technologies and architectures. This includes determining requirements, conducting research and evaluations and obtaining all approvals and signoffs.
• Informs and educates senior managers, business users and technology peers on technology trends, and the effective use of business and technology solutions and information management.