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About the Role

The Business Program & Solutions Specialist will lead and support the development, implementation, and continuous improvement of business solutions, service delivery models, and operational processes within the Social Development division and Community Safety and Wellbeing unit. This role advances the unit's strategic priorities by analyzing processes, identifying improvement opportunities, and developing recommendations for effective and sustainable service delivery. The position will manage projects from planning through implementation, collaborating with internal divisions, community providers, and technology partners.

Responsibilities

Lead and coordinate business analysis and solution development initiatives to support the design, implementation, and continuous improvement of services, programs, business processes, and operational practices.
Develop detailed project plans, documenting relevant project documentation and conducting impact assessments to support the implementation of future state service delivery models and business processes.
Lead project plans, implementation plans, impact assessments, and supporting documentation to guide the delivery of new or enhanced service delivery models, business processes, and solutions.
Lead project deliverables from initiation through implementation and post-implementation review, coordinating transition, knowledge transfer, and handover to operational teams.
Analyze and document current-state and future-state business processes, workflows, requirements, and operational needs in collaboration with key stakeholders.
Conduct feasibility assessments, options analyses, and research to identify opportunities to modernize services, improve business processes, integrate technology-enabled solutions, and optimize resources.
Plan, coordinate, and facilitate proof-of-concept initiatives, testing, and User Acceptance Testing with staff and stakeholders to evaluate proposed processes and solutions and inform implementation decisions.
Develop recommendations and solution options based on business requirements, stakeholder input, analysis, evidence, and applicable City and industry standards.
Identify operational, business, and implementation risks associated with proposed solutions and process changes and develop appropriate risk mitigation strategies.
Recommend new or revised policies, procedures, guidelines, and operational practices to support the implementation, adoption, and sustainability of new or enhanced services, processes, and solutions.
Engage and collaborate with internal and external stakeholders to understand business needs, facilitate decision-making, build consensus, and support effective implementation.
Prepare business cases, project charters, concept documents, briefing notes, evaluation and business analyses, communication materials, and other documentation required to support program and project objectives.
Design and deliver presentations, workshops, consultations, and information sessions to internal and external stakeholders.
Monitor and evaluate implemented solutions and processes, identify opportunities for continuous improvement, and develop recommendations to improve service quality, efficiency, effectiveness, and sustainability.
Ensure compliance with applicable Occupational Health and Safety legislation and divisional safety, security, and workplace accommodation policies and requirements.
Maintain current knowledge of City and divisional policies, initiatives, standards, and emerging practices relevant to assigned programs, projects, and areas of responsibility.

Requirements

Post-secondary education in business administration, business analysis, adult learning, computer sciences, public administration, or an equivalent combination of education and experience.
Considerable experience analyzing, designing, developing, and implementing business processes, service delivery models, and/or business solutions, including technology-enabled solutions.
Considerable experience leading and coordinating projects or programs from planning and requirements gathering through implementation, evaluation, and post-implementation support.
Experience conducting business analysis, including documenting current and future-state processes, identifying business requirements, assessing impacts, and developing recommendations to improve service delivery and operational effectiveness.
Experience developing and evaluating business solutions, including conducting feasibility assessments, options analyses, proof-of-concept initiatives, and/or user acceptance testing.
Experience coordinating and documenting test cases and supporting User Acceptance Testing, implementation, and transition of new or enhanced business processes and solutions.
Experience identifying operational and implementation risks and developing mitigation strategies to support successful delivery and sustainability of business solutions and process changes.
Strong project coordination, organizational, and time management skills, with the ability to manage multiple priorities, coordinate resources, and deliver high-quality work within established timelines.
Well-developed written and verbal communication skills, including presentation and facilitation skills, with the ability to apply those skills using a wide range of media with numerous stakeholders including clients, community agencies, senior management, and relationship building skills, with demonstrated ability to collaborate, negotiate, and influence outcomes effectively with a broad range of diverse stakeholders.
Excellent stakeholder management skills, with a high level of ability to influence and negotiate outcomes effectively with a broad spectrum of diverse stakeholders.
Excellent analytical and conceptual thinking skills, with an ability to monitor and evaluate existing programs, services, business processes, and training modules to identify best practices and opportunities to improve service delivery through technology change and business process innovations.
Strong negotiation, facilitation, mediation, and conflict resolution skills with an excellent ability to build consensus and support successful implementation of change.
Knowledge of Municipal Freedom of Information & Protection of Privacy Act (MFIPPA).
Familiarity with government legislation around Occupational Health & Safety.
Understanding and experience working within the mandate and operations of one of the partnering Divisions (SDFA, TCS, PFR, and Housing Secretariate) would be an asset.

Skills

Business analysis
Solution development
Project management
Process improvement
Change management
Stakeholder management
Negotiation
Facilitation
Mediation
Conflict resolution
Analytical thinking
Conceptual thinking
Communication (written and verbal)
Presentation skills
Municipal Freedom of Information & Protection of Privacy Act (MFIPPA)
Occupational Health & Safety legislation

Location

City Hall, 100 Queen Street West

Work Type

Full-time
Permanent

Experience Level

Considerable experience analyzing, designing, developing and implementing business processes, service delivery models and/or business solutions, including technology-enabled solutions.
Considerable experience leading and coordinating projects or programs from planning and requirements gathering through implementation, evaluation and post-implementation support.

Education Level

Post-secondary education in business administration, business analysis, adult learning, computer sciences, public administration, or an equivalent combination of education and experience.

Salary/Compensations

$89,337.00 - $132,880.00

About the Company

The City of Toronto is taking steps to strengthen public safety and improve access to community-based services by building and expanding alternative community safety programs.
This work will contribute to the continued implementation and evolution of the Toronto Community Crisis Service, advancing City Council’s community safety and policing reform actions, and identifying and implementing further alternative models of community safety.

Equal Opportunity

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve.
The City of Toronto is committed to creating an accessible and inclusive organization.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA).
Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
Disability-related accommodation during the application process is available upon request.