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Added 3 mins ago
TI
Functional Testing Quality Assurance Analyst
TekStaff IT Solutions
Toronto, ON
- Contract
TekStaff's Client has a current vacancy for a Functional Testing Quality Assurance Analyst
Added 3 mins ago
IG
Sr Financial Analyst / Associate Finance Manager
Insight Global
Vaughan, ON
- $80,000 to $100,000 CAD / year
- Full-time
We are seeking a Senior Financial Analyst / Associate Finance Manager-level professional to support a Direct Fulfillment and customer delivery organization.
Added 3 mins ago
T
Investment Management Rotational Analyst
TD
Toronto, ON
- Full-time
The Analyst program provides on-the-job training through rotations in various departments within TDAM and involving assignments in key departments such as investment management, risk…
Added 3 mins ago
MU
Functional Analyst - Office of the University Registrar
MacEwan University
AB · Edmonton, AB
- Full-time
As a Functional Analyst, you will play an important role in supporting technology and business processes across the student lifecycle, including admissions, recruitment, transfer credit,…
Added 3 mins ago
L
Business Analyst (Wholesale Lending)
LTM
Mississauga, ON
- Full-time
Job Title: Business Analyst (Wholesale Lending)
Added 3 mins ago
Accounting Analyst
CCM Hockey
Montreal, QC
The Accounting Analyst supports accurate and timely financial reporting by maintaining financial records, preparing reports, and ensuring compliance with IFRS. The role works closely with…
Added 3 mins ago
TG
Senior Quality Assurance Analyst
TMX Group
Montreal, QC
- Full-time
As a Senior Quality Assurance Analyst, you will join a fast-paced Agile squad - collaborating alongside Developers, Business Analysts, Architects, Product Owners, and a Scrum Master -…
Added 3 mins ago
FH
Senior Business Analyst
Fraser Health
BC · Surrey, BC · Fraser Health, British Columbia
- Full-time
We are currently looking to fill a Full Time opportunity for a Senior Business Analyst located at Central City, in Surrey, BC.
Added 3 mins ago
UO
Senior Process Analyst
University of Alberta
Edmonton, AB
- Full-time
The Senior Process Analyst is responsible for identifying, architecting, and optimizing end-to-end business processes to drive organizational agility and efficiency. The Senior Process…
Added 3 mins ago
EZ
Health Practice Researcher, Executive Search
Egon Zehnder
Montreal, QC
- Full-time
We are seeking a highly motivated and proactive Senior Business Analyst to join our Research team serving North America based in Montreal. In this fast-paced role, the Senior Business…
Added 3 mins ago
PG
Enterprise Product Analyst
Pacer Group
Calgary, AB
- $45 to $50 CAD / hour
- Temporary
Experience as an Enterprise Product Analyst supporting enterprise applications such as SAP, Salesforce CRM, MDM, Microsoft Dynamics CRM, ServiceNow, or similar platforms.
Added 3 mins ago
PG
Business Analyst
Pacer Group
Calgary, AB
- $45 to $50 CAD / hour
- Contract
Experience creating Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), User Stories, and other business analysis documentation.
Added 18 mins ago
P
Finance Contracts Analyst
PointClickCare
Mississauga, ON
- Full-time
Reporting directly to the Finance Enablement Manager, the Finance Contracts Analyst plays a critical role in ensuring accurate, compliant, and efficient billing and revenue operations. This…
Added 33 mins ago
Strategic Sourcing Analyst/Senior Procurement Officer
Insurance Corporation of British Columbia
Burnaby, BC
Experience managing contract renewals and modifications, with the ability to work independently on complex procurement activities while collaborating with cross-functional teams.
Added 33 mins ago
RC
Cyber Security Analyst
Realtek Consulting LLC
Calgary, AB
- Contract
We are seeking an experienced Cyber Security Analyst with expertise in cybersecurity operations, threat detection, vulnerability management, identity and access management, and risk…
Added 49 mins ago
RD
Business Systems Analyst (Web Applications)
Randstad Digital
Toronto, ON
- $60 to $65 CAD / hour
- Contract
We are actively recruiting a senior Business Systems Analyst to support major upgrades and feature enhancements for a mission-critical web application within top-tier financial services.
Added 49 mins ago
H
Manual QA Tester (3-5 years)
HCLTech
Vancouver, BC
- Full-time
Junior QA Analyst who performs manual test execution on tasks assigned.
Added 49 mins ago
OI
Senior Business Analyst-Agile Delivery
OXARO Inc.
Ottawa, ON
- Contract
Senior Business Analyst, Agile Delivery Specialist
Added 49 mins ago
FI
Operational Risk Analyst
FP Inc.
Toronto, ON
- $50 to $62 CAD / hour
- Contract
Experience supporting large scale, cross functional initiatives, such as eGRC platform delivery or transformation efforts, requiring coordination across multiple stakeholder groups.
Added 49 mins ago
SI
Business Analyst -Wholesale lending
Smart IT Frame LLC
Mississauga, ON
- Full-time
Job Title:Business Analyst (Wholesale lending)
Added 49 mins ago
OI
Senior Business Analyst-CORE
OXARO Inc.
Ottawa, ON
- Contract
Elicit, analyze, and document business and functional requirements, producing Software Requirements Specifications (SRS) and/or Functional Requirements Documents (FRD).
Added 49 mins ago
ES
Business Analyst
Epsilon Solutions Ltd.
Montreal, QC
- Contract
Minimum 3 years of experience as a Business Analyst or Functional Analyst.
Added 49 mins ago
ZS
Technical Systems Analyst – Canadian Wealth &asset
Zodiac Solutions, Inc
Toronto, ON
- Full-time
Job Title: Technical Systems Analyst – Canadian Wealth &asset
Added 1 hour ago
Business Systems Analyst ITS & HR (2026-MP-24)
University of Windsor
Windsor, ON
POSITION TITLE: Business Systems Analyst – ERP Applications
Added 1 hour ago
MC
Business Analysts
MatchBox Consulting Group
Vancouver, BC
- Contract
Strengthen Business Analyst coverage across DRIVE Product Teams to support competing priorities and reduce delivery risk.

City of Toronto

BUSINESS ANALYST 311

Toronto, ON, M5V 3C6, Canada

Salary Range: $89,337.00 - $132,880.00

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Job details

Pay: Salary Range: $89,337.00 - $132,880.00
Apply by: Nov 6, 2026
Working hours: 35 hours per week
Posting language: English
Posted: Oct 22, 2026

Original job description

Job ID: 67734
Job Category: Policy, Planning & Research
Division & Section: Customer Experience, Channel Experience & Innovation
Work Location: Metro Hall, 55 John St., Toronto (Hybrid Work in accordance with the City of Toronto’s Remote Work Policy)
Job Type & Duration: 1 Full-Time, Temporary (12 month) Vacancy
Salary Range: $89,337.00 - $132,880.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 22-Oct-2026 to 05-Nov-2026

Job Summary:

Are you passionate about AI and curious about how it can support a better customer experience? Are you a business analyst and project leader looking for an opportunity to use AI to drive improvement?

Reporting to the Director, Service Design & Delivery, the Business Analyst 311 leads AI enablement for 311 Toronto and the Customer Experience Division (CXD). Using business analysis and project leadership skills, they identify, assess and implement artificial intelligence solutions that improve customer experiences, enhance service accessibility, and support service excellence.

The Business Analyst 311 identifies opportunities to apply AI, establishes priorities, use cases, requirements and governance practices, and leads cross-divisional initiatives from discovery through implementation, operational sustainment, and continuous improvement. They provide strategic advice to senior management on opportunities, risks, policy implications and organizational readiness associated with AI-enabled service delivery, while supporting improvements to employee experience, operational effectiveness and evidence-based decision-making.

Major Responsibilities:

Leads the identification, evaluation, prioritization and implementation of AI opportunities across CXD to improve service delivery, customer outcomes, employee productivity, and organizational effectiveness.
Develops and maintains the CXD AI roadmap, including use-case identification, business prioritization, benefits realization measures and implementation plans aligned with divisional and corporate objectives.
Provides strategic leadership and expert advice on AI-enabled service transformation, including opportunities, risks, governance requirements, policy considerations and organizational readiness.
Leads discovery, business analysis, business case development and requirements development activities for AI initiatives, working with operational, technology, policy and customer experience stakeholders to define business needs, implementation approaches, and success measures.
Leads cross-divisional teams, partners, and vendors to plan, implement, monitor and continuously improve AI-enabled solutions, while establishing performance measures to evaluate customer impact, operational outcomes, and business value.
Conducts research into AI, ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
Provides input into and administers assigned budget, ensuring that expenditures are controlled and maintained within approved budget limitations.
Develops options for policies, procedures, business process reviews, management practices, and recommends changes to support management functions and improve efficiency and effectiveness of service delivery.
Develops and documents, with key stakeholders, standard operating policies and procedures and develops appropriate training programs.
Assists in building and managing co-operative relationships with other City divisions to ensure adequate resources are available to achieve the project goals.
Prepares visual presentations, briefing materials and other documentation as required. Provides presentation support, and gives presentations as required.
Manages vendors and external contractors.
Prepares Request for Information/Purchase/Quotations (RFI/P/Q) and other formal project documentation.
Takes an active role as a member of the project team and contributes to the overall work planning and priority setting of the project.

Key Qualifications

Post-secondary education in public administration, business administration, business analysis or other discipline pertinent to the job function, or an equivalent combination of education and experience.
Considerable experience conducting business process reviews and analysis, identifying best practices and service improvement opportunities, and developing evidence-based recommendations to support business transformation initiatives within a large, complex organization (public sector or government environment would be considered an asset).
Considerable experience working on and leading multiple projects along with cross-functional teams, developing project plans and artefacts, and applying formal project management methodologies.
Experience leading the identification, assessment and implementation of AI or digital transformation initiatives, including business case development, stakeholder engagement, governance and benefits realization.
Experience using business analysis, project management, AI-enabled productivity, or workflow tools (e.g., Copilot Studio, Agentforce, Jira). Experience with contact centre tools such as Genesys, Verint or Salesforce would be considered an asset.
Demonstrated knowledge of responsible AI principles, data governance, privacy, accessibility, risk management and change management practices, with the ability to translate emerging technologies into practical business solutions and service improvements.
Demonstrated knowledge of Agile project management methodology and frameworks.
Highly developed strategic planning, business analysis and facilitation skills, with the ability to build consensus among diverse stakeholders, lead cross-functional teams and communicate complex technical and policy concepts to senior management and non-technical audiences.
Demonstrated political acuity, strong interpersonal skills, and the ability to work effectively independently, as well as collaboratively in a fast paced, evolving environment.
Excellent attention to detail, with strong organizational and time management skills and the ability to manage competing priorities and meet deadlines.
Effective decision-making, conflict resolution and problem-solving skills with a results-oriented approach and strong customer service orientation.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

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. Learn more about the City’s Hiring Policies and Accommodation Process.

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More about this job

Responsibilities

Leads the identification, prioritization, and implementation of AI initiatives across the Customer Experience Division, including roadmap development, business analysis, business cases, and requirements. Advises senior leaders on AI opportunities and risks, and coordinates cross-divisional teams and vendors to deliver, measure, and continuously improve AI-enabled services.

Requirements

Requires post-secondary education in a relevant discipline or an equivalent combination of education and experience, along with considerable experience in business analysis, process improvement, and leading projects and cross-functional teams. Candidates should have experience with AI or digital transformation, knowledge of responsible AI, data governance, privacy, accessibility, risk and change management, and familiarity with Agile methods and relevant tools.

Skills

Business Analysis
Project Management
Artificial Intelligence
Digital Transformation
Strategic Planning
Business Process Analysis
Business Case Development
Requirements Development
Stakeholder Engagement
Agile Project Management
Responsible AI
Data Governance
Privacy
Accessibility
Risk Management
Change Management

Visa sponsorship

Not detected in the job text

Keywords

Artificial Intelligence
AI Roadmap
Business Analysis
Digital Transformation
Customer Experience
311 Contact Centre
Business Process Review
Business Case Development
Requirements Development
Project Management
Agile
Copilot Studio
Agentforce
Jira
Genesys
Verint
Salesforce
Responsible AI
Data Governance
Privacy
Accessibility
Risk Management
Change Management
Benefits Realization
Service Design
Vendor Management
Policy Development
Operational Effectiveness

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