3-1-1 Junior Business Analyst

Requisition ID: 16133 


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 and Function

The Junior Business Analyst supports the Senior Business Analyst with delivering business solutions and improving business process efficiencies through various customer service channels i.e. Phone, Chat, Web, and Mobile Apps for the 3-1-1 Contact Centre.  The position works closely with the senior business analyst, internal and external clients to help design, develop, test, implement and support solutions for the centre.


Key Contacts and Reporting Relationships

The Junior Business Analyst reports to the 311 Multi-Channel Manager and works under the guidance of Senior Business Analyst to deliver support to the 311 Contact Centre. 


Specific Duties/Responsibilities

  • Assists in the planning, design and development of new processes and enhancements to existing.
  • Assesses “As Is” and “To Be” processes and documents findings in high-level process maps.
  • Liaises with and develop stakeholder relationships with internal/external teams on process changes and enhancements.
  • Facilitates project planning and implementation activities such as scheduling regular meetings, taking minutes, managing communication with Senior Business Analysts and other client groups – Digital Services, City Departments and IT.
  • Acknowledges and resolves ServiceNow tickets for script modifications, new scripts and data requests.
  • Configures business processes using various tools – Lagan CRM, VanConnect, Pathfinder, etc. in a system development environment.
  • Creates documentation for business processes to support training development and change management.
  • Actively participates in business process reviews to improve existing and/or new business processes by assisting the Senior Business Analyst with gathering business requirements, documenting business process changes and implementing changes for call-taking. May recommend changes on how to better create the workflow or recommend a technical solution to improve or automate a business process.
  • Plans, designs and develops draft versions of new processes and enhancements to existing processes.
  • Performs system and user acceptance testing (UAT), creates UAT scripts, and documents the findings for approval by process owner.
  • Conducts data analysis, documents findings, and prepares power-point deck to present recommendations to the internal and external clients.
  • Other duties/responsibilities as assigned.


Minimum Qualification Requirements

Education and Experience:

  • Completion of secondary school, grade 12 or equivalent supplemented by courses in business analysis, programming, or related field of study, or equivalent combination of training and experience. 


Knowledge, Skills and Abilities:

  • Considerable knowledge of problem definition and solution techniques applicable to the work performed.
  • Considerable knowledge of the functions, procedures, practices, and requirements of the department as related to the work performed.
  • Sound knowledge of all 3-1-1 Contact Centre related technologies and systems.
  • Sound knowledge of LAGAN Enterprise Case Management System, LAGAN Configuration Studio, LAGAN Virtual Office, LAGAN Reporting tool, Adobe Acrobat, Microsoft Suite: Word, Excel, Outlook Explorer, Outsystems Mapping Tool, Vandocs (HP TRIM), PublicStuff-Accela, ServiceNow, Pathfinder Configuration
  • Excellent critical thinking skills.
  • Strong proficiency with the English language both written and verbal.
  • Excellent business writing skills.
  • Ability to problem-solve and provide creative ways to resolve issues.
  • Ability to analyze data and provide insights of business value.
  • Ability to build and maintain working relationships and provide exceptional customer service to clients and stakeholders both internal and external to the workgroup.
  • Ability to self-manage small projects and escalate key findings.
  • Ability to design and conduct user tests on new or revised programs and to develop report reconciliation procedures, as required.
  • Ability to provide advice and assistance regarding the application of computer procedures to department operations and to resolve or identify related user problems.
  • Ability to prepare and maintain a variety of reports, plans, documentation, and records related to the work.
  • Ability to participate in the identification and implementation of major computer oriented projects within the department.


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

Affiliation: CUPE 15 Non Pks 

Employment Type: Temporary Full Time 

Position Start Date: March 2020 

Position End Date: April 2022 

Salary Information: Pay Grade GR-021: $32.25 to $37.97 per hour


Application Close: February 28, 2020

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.  

Job Segment: Business Analyst, CRM, Change Management, Call Center, Technology, Management, Customer Service