Business Consultant - 311 Specialist

Requisition ID: 26101 


The City of Vancouver is striving to become the greenest city in the world, and a city powered entirely by renewable energy before 2050. We are proud to be one of BC's Top Employers, Canada's Best Diversity Employers, and one of Canada's Greenest Employers. With employees that have helped Vancouver consistently rank as one of the world's most livable cities, the City values a diverse workforce which represents the vibrant community we so proudly serve.

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


Main Purpose & Function 
The primary purpose of this position is to deliver business solutions and improve business process efficiiences through various customer service channels i.e Phone, Chat, Web and Mobile Apps for the  
3-1-1 Contact Centre. Responsibilities include planning, performing analysis, design and recommending changes to processes in the 311 Contact Centre, along with their related service departments and systems.  This position has access to confidential information and makes recommendations for changes in methods, tools and procedures that may impact operational areas.


Specific Duties & Responsibilities

Business Optimizations

  • Business Operations:
    • Provide business change support of assigned 3-1-1 areas
    • Identify opportunities to improve 311 operational effectiveness of existing citizen service flows, which may include making changes to the use of system, business process and/or adding new functionalities
    • Lead or participate in business process reviews
    • Produce relevant documentations to support team members or stakeholders
    • Remain current in latest method and tools related to 3-1-1/digital service industry


  • Business Transformations:
    • In support of City objectives (such as Digital Strategies), make recommendations for changes in methods, tools, processes for citizen services
    • Develop and analyze business case for major service change proposals; assess effort, costs, risks and benefits
    • Work with departments to transition their business practices from current state to future 3-1-1/digital state. Recommend the most suitable alternative to ensure departments and strategic requirements are satisfied
    • Engage stakeholders to find common interests and reach compromises when conflicts arise
    • Develop and implement strategies to balance service efficiency and customer satisfaction
    • Recommend changes to further automate or digitize customer service
    • Prepare and present research or recommendations to key stakeholders, including senior management and external agencies


Solution support, enhancement and training

  • On-going Support:
    • Maintain existing 311 CRM configuration to meet changing operational demands
    • Investigate and resolve technical issues. Liase with other IT departments or vendors as required.
    • Provide assistance during major changes of 311 business applications, including planning, requirement reviews, testing, change management and vendor relations


  • Enhancements & Additions:
    • Work with technical teams, coordinate development of content and/or technologies required to support new business processes
    • Test, implement, document, and project evaluation
    • Assist technical team member in understanding and defining requirement specifications, including data needs, user experience and overall system / business landscape
    • Evaluate advantages and risks of various solutions
    • Perform application configurations


  • Training and Change management:
    • Provide regular maintenance of various environment contents
    • Participate in training of client groups and provides on-going training support and documentations as required
    • Create documentation on solution usage or procedures
    • Review and approve instructional material for technical and procedural accuracy


  • Other duties/responsibilities as assigned



Education and Experience:

  • Relevant post-secondary education, with preference for Business Administration, Business Analysis or similar disciplines
  • 3 years’ experience as a consultant/analyst within the public sector or a similarly large multi-stakeholder organization
  • Thorough related experience in a call centre environment is preferred
  • Must have an in-depth knowledge and experience with call centre processes, operation and CRM tools


Knowledge, Skills and Abilities:

Business & Analysis:

  • Ability to solve complex business problems and build relationships
  • Sound project management skills
  • Excellent critical thinking skills, able to assess options against risks and benefits
  • Extensive knowledge of municipal business processes
  • Excellent oral, written and presentation/facilitation skills, with ability to communicate at all levels within the organization
  • Familiar with City of Vancouver culture and policies
  • Broad knowledge across multiple aspects of the business (i.e.: organizational structure, key players, current business processes and supporting systems and services, etc.)
  • Detailed knowledge of business process design and documentation methods
  • Thorough knowledge of related corporate applications and work procedures


Soft Skills:

  • Be results-oriented
  • Ability to work independently and as a member of a team
  • Communicates well with technical and non-technical team members
  • Ability to manage multiple priorities and respond to requests in a timely manner
  • Ability to establish and maintain effective working relationships with a variety of internal and external contacts and team members to provide advice, information and assistance
  • Ability to manage conflicts and differences


Business Unit/Department: IT, Digital Strategy & 311 (1070) 

Affiliation: Exempt 

Employment Type: Temporary Full Time 

Position Start Date: March, 2021

Position End Date: March, 2022


Application Close: March 7, 2021

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. We encourage applicants from diverse backgrounds, including Indigenous applicants, all genders, nationalities and persons with disabilities. 

We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion.  

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