CRM Business Analyst - Hybrid - Greater Toronto

Core Responsibilities Analyze and Translate Business Needs Conduct interviews, workshops, and research with departmental staff to gather service delivery requirements. Translate findings into user stories, process flows, and functional specifications for implementation. Improve and Document Service Processes Map current- and future-state service journeys to identify inefficiencies and opportunities. Maintain standardized documentation repositories for service processes and requirements. Support Solution Design and Validation Collaborate with service designers, product owners, and developers to co-design user-centered solutions. Develop wireframes or mock-ups using tools such as Figma, Visio, or Miro to support early feedback and validation. Facilitate Testing and Implementation Create test plans, scenarios, and acceptance criteria; support User Acceptance Testing (UAT). Assist with change readiness activities, training materials, and go-live support. Champion Continuous Service Improvement Monitor resident feedback, performance data, and operational metrics to inform enhancements. Support equity, accessibility, and inclusion priorities through data-driven decision-making. Support Project Coordination and Delivery Align business analysis tasks with project timelines and track risks, dependencies, and milestones. Participate in sprint planning and retrospective sessions to ensure deliverables meet service expectations. Qualifications Education & Experience: 1–3 years of experience in a business analysis, service design, or public service improvement role. Post-secondary education in Business, Public Administration, Information Systems, or a related field. Technical/Professional Skills: Experience with Microsoft Dynamics 365 and/or Microsoft Power Platform in a customer service environment. Proficient in Microsoft Office, Azure DevOps or JIRA, and SharePoint. Skilled in creating service documentation, user stories, test cases, and process maps. Familiar with Agile principles and human-centered design practices. Strong communication and facilitation skills with both technical and non-technical stakeholders. Assets: Experience working in a contact centre or municipal service environment. Familiarity with prototyping tools such as Figma, Visio, or Miro. Understanding of equity, accessibility, and digital inclusion in public services.

Location: Toronto, CA

Posted Date: 6/14/2025