System Liaison Specialist (Jr. BA)

Requisition ID: 41700 

Organization
Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

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.

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

Application Close: June 30, 2024

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

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Once you start your application you can save your work and leave the applications page, however please remember to submit your profile to the specific job requisition before the posting closing date.

In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx. 5-10 minutes. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a summary of skills and experience related to the position.

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Organization: City of Vancouver

Region: Lower Mainland

Posted: June 21, 2024, 4:27 pm

Expires: June 30, 2024, 4:30 pm

Employment Type: Full Time
Employment Length: Temporary
Education Requirement: Other trades certificate or diploma
Job Experience: Experience an asset
Rate: $37.20 to $43.78 Hour