Client Engagement Specialist

Requisition ID: 44359 

Organization

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable and environmentally sustainable cities. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, reconciliation, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and engaging workplace.  Working at the City of Vancouver and within the public service can be a rewarding career where you play a key role in ensuring impartial and equitable access to services, upholding ethical governance, and addressing the needs of citizens with integrity and dedication.

Main Purpose and Function

The Client Engagement Specialist plays a crucial role in the implementation and adoption of collaboration and productivity technologies at the City. This role involves change management, community leadership, fostering knowledge sharing, business analysis, liaising between business and Technology Services teams, input to technical design, iterative solution delivery, event management, and training. The Specialist’s main purpose is to ensure the City derives maximum value from its productivity and collaboration platform (M365).

The core function of this position is to proactively shepherd the growth of the City’s institutional knowledge of its productivity and collaboration platform (M365), the goal being to maximize the value of the City’s investment in this platform. In concert with Digital Workplace, Unified Communications, and other technology teams, effect a product management approach that ensures continual support and improvement of the platform based on an always updated understanding of business needs.

Specific Duties/Responsibilities

• Responsible for project scoping, planning, requirements gathering, specification writing, process design/reengineering, test planning, implementation, and documentation
• Provides analytical support and is responsible for deliverables such as documenting the current business process flow, business case creation, TCO (total cost of ownership), features, user stories, and business process diagrams
• Conducts impact analysis on existing IT and business environments.
• Validate and identify opportunities for improvements, aligning business and technology needs with the platform
• Facilitating meetings with stakeholders to confirm requirements and process changes
• Work closely with Technology Services teams and vendors to clarify system functional boundaries
• Ensure configuration and any custom development meets business needs
• Manage and configure technical policies and permissions (in Microsoft Teams) to ensure optimal performance, security, and alignment with policies and practices
• Within Teams administrative portals, monitor usage and performance metrics and generate reports to identify areas for improvement
• Release management and feature testing focused on the Microsoft Teams platform
• Works directly with business units to understand their business needs and processes, and by liaising with Technical Specialists and Analysts, ensure business units make best use of existing M365 capabilities as well as supporting the iterative design and delivery of customized solutions.
• Uses standard business analysis processes to identify business needs, analyse processes, and liaise between business and technical teams to maximize adoption and value of the platform
• Participates in the technical design of solutions that technical teams will build, then facilitate iterative development between business and technical team
• Coordinates user acceptance testing (UAT), facilitate feedback to technical team
• Develops and conducts communications with business teams, from initial engagement through to follow up
• Uses standard change management processes to focus on the people side of change, anticipate and minimize impacts of change
• Effects a Continuous Process Improvement (CPI) approach to ensure the City’s use of the platform and solutions built with it are always improving in efficiency and effectiveness
• Maps the use of to-be-decommissioned technologies, identifies target replacements, plan migrations in concert with business and technical teams
• Develops and maintains strong relationships with clients to ensure elevated levels of satisfaction, trust, and open communication
• Provides clients with ongoing support and resolve issues
• Develops a body of support documentation and resources to complement City onboarding process, develops and maintains for currency onboarding materials for new employees that support new employees can make use of the City’s productivity and collaboration platform
• Authors, updates, curates, and promotes a large body of content that includes: support documentation, user guides, training presentations and videos – with a focus toward ensuring City employees can help themselves. Links to the materials will be part of ongoing training/refresher sessions
• Collaborates with communications personnel to ensure brand alignment of all materials and communications
• Develops and conducts training and orientation sessions with City business units
• Develops training and orientation sessions, appropriate for different audiences with different needs
• Delivers training and orientation sessions; identifies and documents any opportunities for business liaison follow-up
• Develops and promotes request channels for training and orientation sessions that include concise description of each session’s content and value
• Develops and promotes periodic session delivery options for business units
• Ensures sessions include guidance on following security protocols and best practices
• Responsible for the development and leadership of a thriving ‘client community’ composed of City employees and builds, leads, and expands a network of collaboration champions across all business units
• Schedules and leads periodic meetings of the community group
• Identifies and coordinates guest speakers and presentations
• Coordinates bidirectional updates to and learnings from curated resource library
• Ensures effective use of collaboration platform, specifically its video conferencing capabilities.
• Develops and delivers training sessions the use of video conferencing technology (i.e. Microsoft Teams, and Teams Premium)
• Develops and promotes support materials to make effective use of video conferencing 
• Plans, organizes, and provides technical support for major internal and external organizational events, including both virtual and in-person conferences, and high-profile meetings.
• Coordinates the design, setup, testing, and operation of collaboration resources for events, ensuring a smooth user experience.
• Function as an escalation point for complex technical issues involving collaboration tools (e.g., Webex, Microsoft Teams, Cisco) and integrated systems.
• Other duties/responsibilities as assigned

Minimum Qualification Requirements

Education and Experience:

Completion of two-year diploma in computer science plus four years related experience, plus two years of relevant work experience in support and enablement of an enterprise productivity and collaboration platform, or an equivalent combination of education and experience.

• Business analysis experience and/or education is an asset
• Additional Microsoft certifications for Microsoft 365 or Azure considered an asset
• Experience as a training specialist is an asset
• Experience in building and leading a community of expertise within a large organization is an asset

Knowledge, Skills and Abilities:

• Thorough knowledge of coaching, training, and engagement activities to foster organizational development and drive adoption
• Extensive knowledge of the M365 platform, with special focus on Teams, Exchange Online, OneDrive, and SharePoint Online
• Considerable knowledge in client engagement and business analysis needs and collaborating with cross-functional teams to ensure client requirements are met
• Ability to create and maintain comprehensive client documentation and records
• Ability to perform business analysis and understand client needs.
• Strong understanding of client engagement principles and practices in a business setting.
• Considerable knowledge of learning support and resources to clients and colleagues.
• Excellent interpersonal and communication skills, both written and verbal.
• Ability to analyze data to inform client engagement strategies.
• Ability to manage multiple client accounts and meeting deadlines.
• Familiarity with customer relationship management (CRM) software and tools.
• Ability to work collaboratively in a team as well as independently.
• Adaptability to changing client needs and business environments.
• Commitment to ongoing professional development in the field of client engagement.

Where operationally appropriate and subject to change, the City of Vancouver has a Flexible Work Program. This program allows staff to work a hybrid work week from locations that are a daily commutable distance from their work at a City worksite.  At this time this position is eligible to be part of the Flexible Work Program.

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

Affiliation: CUPE 15 Non Pks 

Employment Type: Temporary Full Time 

Position Start Date: September, 2025 

Position End Date: August 1, 2027 

Salary Information: Pay Grade GR-027: $47.62 to $56.27 per hour

Application Close: August 22, 2025

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous peoples, people of colour, 2SLGBTQ+ persons including all genders and persons with disabilities are encouraged to apply.  Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion. 

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