System Liaison Specialist (Jr. BA)

at  The City of Vancouver

QUALIFICATION REQUIREMENTS

Education and Experience:

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

Knowledge, Skills and Abilities:

• Considerable knowledge of problem definition and solution techniques applicable to the work performed.
• Considerable knowledge of the functions, procedures, practices, and requirements of the department as related to the work performed.
• Sound knowledge of all Contact Centre related technologies and systems.
• Sound knowledge of ServiceNow, Adobe Acrobat, Microsoft Suite Applications, Vandocs
• Excellent critical thinking skills.
• Strong proficiency with the English language both written and verbal.
• Excellent business writing skills.
• Ability to problem-solve and provide creative ways to resolve issues.
• Ability to analyze data and provide insights of business value.
• Ability to build and maintain working relationships and 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 provide advice and assistance regarding the application of computer procedures to department operations and to resolve or identify related user problems.
• 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

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work remotely 1 – 4 days a week from locations that are a daily commutable distance from their work at a City worksite. At this time this position is eligible to be part of the Flexible Work Program.
Business Unit/Department: IT, Digital Strategy & 311 (1070)
Affiliation: CUPE 15 Non Pks
Employment Type: Temporary Full Time
Position Start Date: July, 2024
Position End Date: January, 2026
Salary Information: Pay Grade GR-021: $37.2 to $43.78 per hour

MAIN PURPOSE AND FUNCTION

The Junior Business Analyst supports the Senior Business Analyst with delivering business solutions and improving business process efficiencies through various customer service channels i.e. Phone, Chat, Web, ServiceDesk. The position works closely with the senior business analyst, internal and external clients to help design, develop, test, implement and support solutions for the centre.

SPECIFIC DUTIES/RESPONSIBILITIES

• Assists in the planning, design and development of new processes and enhancements to existing.
• 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, managing communication with Senior Business Analysts and other Technology Services teams.
• Acknowledges and resolves ServiceNow tickets for script modifications, new scripts and data requests.
• Configures business processes in a ServiceNow system development environment.
• Creates documentation for business processes to support training development and change management.
• Actively participates in business process reviews to improve existing and/or new business processes by assisting the Senior Business Analyst with gathering business requirements, documenting business process changes and implementing changes for call-taking. May recommend changes on how to better create the workflow or recommend a 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.