BUSINESS ANALYST 311

• 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

1. 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.
2. 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).
3. Considerable experience working on and leading multiple projects along with cross-functional teams, developing project plans and artefacts, and applying formal project management methodologies.
4. Experience leading the identification, assessment and implementation of AI or digital transformation initiatives, including business case development, stakeholder engagement, governance and benefits realization.
5. 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.
6. 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.
7. Demonstrated knowledge of Agile project management methodology and frameworks.
8. 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.
9. Demonstrated political acuity, strong interpersonal skills, and the ability to work effectively independently, as well as collaboratively in a fast paced, evolving environment.
10. Excellent attention to detail, with strong organizational and time management skills and the ability to manage competing priorities and meet deadlines.
11. 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.