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City of Toronto BUSINESS PROG & SOLUTIONS SPECIALIST in Toronto, Ontario


Job ID: 45364

Job Category: Policy, Planning & Research

Division & Section: Social Development, Finance & Admin, HSI Application & Support Office

Work Location: Toronto East Court, 1530 Markham Rd.

Job Type & Duration: Permanent, Full-Time

Salary: $93,500.00 - $119,274.00

Shift Information: Monday to Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 1

Posting Period: 15-MAY-2024 to 30-MAY-2024

Job Description

Design and implement a learning management program for Human Services Integration – Application and Support Center (HSI-ASC). Support the implementation of learning processes which are a critical component in employee onboarding, compliance training, and customer service training for staff working with vulnerable populations.

Major Responsibilities

  • Contributes to the design and development of learning management systems for HSI programs such as Fair Pass, Welcome Policy, Childcare Fee Subsid, Rent Geared to Income and Hardship

  • Monitors and evaluates the functionality of current training modules and makes recommendations for enhancements.

  • Develops detailed project plans, documenting relevant project documentation, conducting impacts assessment to support the implementation of future state service delivery models and business processes.

  • Leads project deliverables from initiation through to completion including knowledge transfer to operations.

  • Organizes participates and conducts proof-of-concept initiatives with staff and stakeholders that assist in the determination of creating or amending new learning processes.

  • Documents and analyzes business processes and requirements with respective Divisions.

  • Conducts studies on the feasibility of modernizing business processes and integrating technology solutions to support learning.

  • Identifies and recommends risk mitigation strategies related to business process solutions/changes.

  • Develops recommendations for future state service delivery and/or business processes to realize future state service delivery designing or modifying business processes following divisional / City / industry standards.

  • Recommends changes to or required policies and procedures to support implementation and sustainability of future state service delivery and/or business processes.

  • Assigns work to team members and ensures quality and accuracy.

  • Prepares business cases, project charters, concept documentation, and related materials that contribute to effective use of the learning management system and human resources that will lead to service efficiencies and optimization of resources.

  • Prepares briefing notes, business and evaluation analysis, and communication plans and documents as required to support the team.

  • Designs and delivers presentations to internal and external stakeholders.

  • Ensures compliance with safety and security matters under Occupational Health and Safety legislation and Divisional safety and security policies, including workplace accommodations.

  • Maintains a thorough and continuous awareness of city and divisional policies and initiatives.

Key Qualifications

  1. Post-secondary education in business, adult learning, computer sciences or an equivalent combination of education and experience.

  2. Considerable experience analyzing, developing, and implementing learning management systems.

  3. Experience in training and supervising (motivating, coaching, mentoring, and developing staff) in a technical contact center environment.

  4. Excellent knowledge of learning management systems and customer service

  5. Experience in modern front-end technologies such as ELI, Camtasia, and other LMS

  6. Experience in coordinating and documenting test cases for User Acceptance Testing.

  7. Considerable project management experience, including planning, implementation, and post-implementation support.

  8. Excellent customer service in identifying, documenting, and resolving technical issues in a timely manner.

  9. Well-developed written and verbal communication skills, including presentation and facilitation skills, with the ability to apply those skills using a wide range of media with numerous stakeholders including clients, community agencies, senior management, and other third-party stakeholders.

  10. Excellent stakeholder management skills, with a high level of ability to influence and negotiate outcomes effectively with a broad spectrum of diverse stakeholders.

  11. Excellent analytical and conceptual thinking skills, with an ability to monitor, and evaluate existing programs, services, business processes, and training modules to identify best practices and opportunities to improve service delivery through technology change and business process innovations.

  12. Strong negotiation, mediation, and conflict resolution skills with an excellent ability to influence results.

  13. Knowledge of Municipal Freedom of Information & Protection of Privacy Act (MFIPPA).

  14. Familiarity with government legislation around Occupational Health & Safety.

  15. Understanding and experience working within the mandate and operations of one of the partnering Divisions (SDFA, TCS, PFR, and Housing Secretariate) would be an asset.

Note To Current City of Toronto Employees

City of Toronto employees are eligible to apply for the posted job opportunity, but cannot hold two different jobs. To be considered for this job posting, you must indicate that you are a "Current City of Toronto employee" on the on-line application form, and provide your "Employee Number".

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 toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .


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’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .