We have an exciting contract opportunity for a Business Analyst.

The ideal candidate is MS Dynamics 365 Fundamentals certified and/or brings experience working on complex MS Dynamics 365 CRM projects. The Business Analyst will play a critical role in advancing our client's delivery of modern, inclusive, and citizen-focused services. Working within the Customer Experience Management division, this role is responsible for identifying, analyzing, and translating business needs into actionable solutions that enhance both the resident experience and internal service operations.

Key Details

• Hours: 35 hours per week
• Duration: 12 Months
• Industry: OPS
• Location: Whitby, ON
• Hybrid: 2-days onsite per week
• Focus: With a focus on public-facing services—particularly those supported through Contact Centre and CRM platforms—the Business Analyst will partner with staff from across 28 business units to support continuous service improvement, user research, and service design across digital and human-assisted channels. This role contributes directly to our client's strategic goals, including digital transformation, accessibility, equity, and operational excellence.

Roles and Responsibilities

• Analyze and Translate Business Needs
• Conduct interviews, workshops, and research with 311 and departmental staff to gather service delivery requirements.
• Translate findings into user stories, process flows, and functional specifications for implementation.
  
• Improve and Document Service Processes
  
• Map current- and future-state service journeys to identify inefficiencies and opportunities.
  
• Maintain standardized documentation repositories for service processes and requirements.
  
• Support Solution Design and Validation
  
• Collaborate with service designers, product owners, and developers to co-design user-centered solutions.
  
• Develop wireframes or mock-ups using tools such as Figma, Visio, or Miro to support early feedback and validation.
  
• Facilitate Testing and Implementation
  
• Create test plans, scenarios, and acceptance criteria; support User Acceptance Testing (UAT).
  
• Assist with change readiness activities, training materials, and go-live support.
  
• Champion Continuous Service Improvement
  
• Monitor resident feedback, performance data, and operational metrics to inform enhancements.
  
• Support equity, accessibility, and inclusion priorities through data-driven decision-making.
  
• Support Project Coordination and Delivery
  
• Align business analysis tasks with project timelines and track risks, dependencies, and milestones.
  
• Participate in sprint planning and retrospective sessions to ensure deliverables meet service expectations.

Qualifications and Skills

• Post-secondary education in Business, Information Systems, Public Administration, or a related field.
• 1–3 years of experience as a Business Analyst, ideally within public sector or service delivery environments.
• Hands-on experience with Microsoft Dynamics 365 CRM.
• Certification: MB-900 – Microsoft Dynamics 365 Fundamentals or higher.
• Proficient in Microsoft Office tools (Word, Excel, PowerPoint, Visio) and collaboration platforms (e.g., Azure DevOps, JIRA).
• Strong understanding of Agile methodologies, SDLC, and requirement gathering techniques.
• Demonstrated ability to independently develop user stories with acceptance criteria, test cases, and process diagrams.
• Strong analytical, organizational, documentation, and stakeholder engagement skills.
• Excellent communication skills with the ability to collaborate effectively with both technical teams and frontline staff.
• Adaptable, customer-focused, and comfortable working in dynamic, fast-paced environments.
• Ability to manage workload across multiple projects and meet deadlines.

Nice-to-Haves

• Experience working in or supporting a 311 Contact Centre or municipal customer service delivery.
• Familiarity with configuration aspects of CRM platforms (entities, workflows, forms, views).
• Foundational Agile certification (e.g., ICAgile Certified Professional).
• Exposure to Microsoft Power Platform (Power Apps, Power Automate) and basic integration concepts.
• Experience using Figma or similar tools for wireframing and prototyping.