Program Analyst

Company Bio

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Primary function

To support the analysis and documentation of business requirements, operational workflows, information needs, and reporting requirements for the Clinic Resource Office (CRO) and the services it provides to LAO-funded Community Legal Clinics, Student Legal Service Organizations (SLSOs), and Indigenous Legal Service Organizations (ILSOs).

Reporting to the Manager, the Program Analyst contributes to operational excellence by conducting business analysis, supporting service improvement initiatives, developing performance reports, engaging stakeholders, and assisting with business planning. The role reviews and analyzes business processes, identifies opportunities to improve efficiency and effectiveness, and develops recommendations that enhance client-focused service delivery.

Primary Location: Toronto - Provincial Office

Secondary Location: N/A

Reports to: Manager of Administrative and Web Services, Clinic Resource Office

Key accountabilities

• Analyze operational processes, service delivery models, workflows, and reporting requirements; identify opportunities to improve efficiency, consistency, quality, and client service.
• Conduct operational reviews and business analyses to support organizational objectives, service enhancements, and strategic initiatives.
• Develop and maintain business process documentation, operational procedures, service standards, guidelines, and supporting materials.
• Gather, analyze, and interpret quantitative and qualitative information to support evidence-based operational decision-making.
• Develop performance measures, reporting frameworks, dashboards, management reports, briefing notes, business cases, and presentations for management and stakeholders.
• Monitor operational performance indicators; identify trends, risks, issues, and opportunities for continuous improvement.
• Coordinate stakeholder consultations and engagement activities to gather feedback, understand business needs, and support service improvement initiatives.
• Research leading practices, conduct environmental scans, and prepare recommendations to support operational planning and service delivery improvements.
• Identify opportunities to streamline processes, reduce duplication, improve information accessibility, and enhance service delivery outcomes.
• Provide operational expertise and business input to divisional and corporate projects, including the CRO and LAO LAW Platform Replacement Project, through process documentation, stakeholder consultation, identification of business needs, and support for operational improvements.
• Support operational risk identification, mitigation planning, and change management activities.
• Establish and maintain effective working relationships with internal and external stakeholders.
• Perform other duties as assigned.
  
  

Required Skills & Experience

• Minimum 5 years of relevant professional experience in business analysis, operational analysis, service improvement, or assessment of information-enabled business processes.
• Bachelor's degree in business administration, public administration, information management or a related field, or an equivalent combination of education and experience.
• Demonstrated experience conducting operational reviews, workflow analysis, process mapping, and continuous improvement initiatives.
• Experience preparing reports, business cases, briefing materials, presentations, and recommendations for management.
• Experience gathering, analyzing, and interpreting quantitative and qualitative data to support operational and strategic decision-making.
• Demonstrated experience in performance measurement, operational reporting, and business analysis.
• Experience collaborating with diverse stakeholders to improve business processes, services, and operational practices.
• Strong analytical, problem-solving, and critical thinking skills.
• Strong communication, consultation, facilitation, and relationship management skills.
• Strong organizational and project coordination skills with the ability to manage multiple priorities.
• Advanced proficiency in Microsoft Office applications, particularly Excel, Word, PowerPoint, Outlook, and Teams.
  
  

Assets

• Familiarity with the mandate and services provided by the Clinic Resource Office and Legal Aid Ontario.
• Familiarity with the mandate and services provided by Community Legal Aid Clinics, ILSOs, and SLSOs in Ontario, and with the Ontario administrative tribunal system.
• Familiarity with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Digital Service Standard.
• A post-graduate credential in business, management, or related discipline is an asset.
• A post-graduate credential in business analytics, information management, public administration, or related discipline is an asset.
• Experience in a law office or other setting involving legal services.
• Experience supporting operational planning, service delivery improvement, or organizational effectiveness initiatives.
• Knowledge of performance measurement methodologies and reporting practices.
• Experience preparing management dashboards, performance reports, and briefing materials.
• Familiarity with public sector, legal services, tribunal, or client-service environments.
• Experience supporting operational change management and stakeholder engagement activities.
  
  

To apply submit a covering letter & résumé.

Only those candidates selected for an interview will be notified by email.

Final candidates for this position will be required to undergo a criminal record check.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU-PO) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

First time applying to LAO? You will need to create a profile AND then apply for the position.

Already have an Njoyn account? Just sign in and select "my jobs" to apply.

Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com

Equity Statement

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.