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Business Analyst - SSHA

October 21 2021
Categories Management, Consulting, Management, Consulting, Data Business Analyst, Business Systems Analyst
Toronto, ON



Job ID: 17031

Job Category: Policy, Planning & Research

Division & Section: Shelter, Support & Housing Admin, Homelessness Initiatives & Prevention Services

Work Location: Various locations within Toronto

Job Type & Duration: Full-Time, Temporary (approximately 12 months)

Salary: $82, 409.60 annually (TM2125, WG 6.0)

Shift Information: Monday - Friday, 35 hours per week

Affiliation: Non-Union

Number of Positions Open: 7

Posting Period: 21-OCT-2021 to 04-NOV-2021

Shelter, Support & Housing Administration is responsible for managing a coordinated and effective system of shelter and homelessness services, working from Housing First and human rights approaches and with a focus on the people we serve. Toronto's homelessness service system provides immediate, housing-focused, person-centred services for people experiencing homelessness, and consists of emergency shelters, 24-hour respite sites, 24-hour drop-ins, temporary COVID-19 response programs, street outreach services, and day-time drop-ins.

The primary roles of the homelessness service system within the broader approach to community and social services for vulnerable residents are to provide: Safe and welcoming emergency shelter and overnight services for those in housing crisis; Street or community outreach services for people staying outdoors, with a focus on establishing supportive relationships to address immediate health and safety needs and provide supports to move into shelter and housing; Supports for people experiencing or at risk of homelessness to develop tenancy maintenance and housing plans including access to housing stabilization supports; and Navigation and referrals to appropriate community and health services.

About The Role

The Business Analyst SSHA is responsible for developing, documenting and analyzing policies and procedures, business processes and management practices related to data analytics, grants management and strategic investments.

Major Responsibilities

  • Conducts analysis to measure the effectiveness and efficiencies of service delivery methods and designs processes to track those indicators, as well as the review of program reports and processes for Provincial, Federal and City funding programs.
  • Conducts financial analysis and determines key indicators to measure the effectiveness and efficiencies of service delivery methods and design processes to track those indicators.
  • Leads the review of current Key Performance Indicators (KPIs) and the creation of new KPIs. Implements Results Based Accountability (RBA) methodology for the analysis and reporting of program / unit outcomes.
  • Leads the collection, analysis and reporting of large data sets of operational and client demographic data.
  • Creates and compiles data related to effective management of program service delivery, resource allocation and service outcome.
  • Prepares spreadsheets for trending info/analysis, obtaining and reviewing explanations for discrepancies as well as preparing management reports for review which includes analysis and recommendations.
  • Reviews risk criteria for financial document submissions by contracted agencies to ensure compliance with established guidelines.
  • Leads business process mapping exercises with key stakeholders and executive management to identify any gaps and opportunities for improvement.
  • In collaboration with a diverse range of partners, conduct analysis of users' needs and experiences, including leading focus groups, workshops and user interviews.
  • Develops options for policies, procedures, business process reviews, management practices and recommends changes to support management functions and improves efficiency and effectiveness of service delivery.
  • Recommends and implements data management tools and software to improve program efficiency
  • Leads and/or liaises with and participates in inter-divisional teams and staff working groups, committees and external groups.
  • Provides strategic advice and support in areas such as contracted services, management control tools and reporting, performance measurement, performance data reporting, best practices and program and service review.
  • Prepares reports for Managers and the Director, highlighting trending information/data and discrepancies, making recommendations on changes in business methods and processes, including appropriate staffing levels and resource allocation.
  • Create training, education and communication materials to support new and/or modified business processes.
  • Prepares business cases, feasibility studies, cost/benefit analyses, risk assessment, contingency planning.
  • Develops project charters, business, and functional/technical requirements, designing documents, training strategies and plans and user documentation.
  • Builds and manages relationships with divisional teams and staff working groups, Committees and external groups to coordinate projects associated with business systems.
  • Develops and delivers visual presentations, briefing materials and other documentation. Conducts research into assigned area ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government.
  • Implements detailed plans and recommends policies/procedures regarding specific business and program requirements.
  • Identifies a range of feasible options for operations, policies, technology, information systems and management practices, assessing the implications and viability of each option and recommending changes to improve grants management systems and service delivery.
  • Supports the development of communications to contracted agencies regarding financial and program compliance matters.

Key Qualifications

  1. Post-secondary education in a pertinent discipline to the job function (e.g. business administration), or an equivalent combination of education and considerable experience.
  2. Considerable experience overseeing and facilitating technology implementation projects from inception to completion.
  3. Considerable experience conducting data analysis and business process mapping (BPMN), as well as developing business improvement plans to streamline and create work efficiencies.
  4. Considerable experience developing complex tracking systems, as well as working with large data sets to create reports, dashboards, analyze data and prepare recommendations for senior management in the form of a deck, briefing note or other summary documents.
  5. Experience working with project teams to review and track requirements and scope documents.
  6. Experience working with a diverse range of stakeholders to understand and transform business processes.
  7. Ability to design and lead collaborative approaches with diverse partners to identify, design and test solutions to shared problems.
  8. Familiarity with public sector performance measurement and risk analysis, and the ability to research and track useful process and program measures for reporting the effectiveness and efficiency of divisional programs.
  9. Highly developed communication (verbal and written) and interpersonal skills to effectively facilitate information sharing to update senior management, key stakeholders, staff in other divisions, community agencies and other levels of government.

1O. Ability to prepare schedules, statements, process maps and financial reports.

  1. Ability to work independently in a demanding, fast paced, constantly changing environment; and prioritize multiple projects, processes and work teams.
  2. Strong proficiency with Microsoft Office products to create reports, spreadsheets, presentations (e.g. Word, Excel, PowerPoint), as well as other relevant application products to create work process materials (e.g. MS Project, Visio) and SAP.
  3. Knowledge of the principles and practices employed in the effective analysis (both financial and general business processes) of business and government operations.
  4. Understanding of systemic barriers, racism and discrimination faced by Black, Indigenous and equity-deserving residents and communities in Toronto.
  5. Ability to support the Toronto Public Service values to ensure a culture that champions equity, diversity and respectful workplaces.

Program Descriptions

The Family Residence Eviction Prevention In Community (EPIC) program provides acute supports and services to low income tenants in Toronto to help sustain their tenancies. The successful candidate will support the program by: monitoring, reporting and evaluating the program's overall effectiveness; develop and implement standardized tools and resources that enhance our business processes; and collect, analyze and use data to build process efficiencies and inform future service improvements.

The Access to Housing Unit is responsible for the administration of Toronto's centralized waitlist for subsidized housing. The successful candidate will join the Choice-based Housing Project team, responsible for the development and implementation of a database and applicant portal. Successful candidates will support the team by: developing comprehensive testing strategies to ensure system alignment with operational policies and procedures.

Central Intake provides a 24/7 telephone based service that offers referrals to emergency shelter and other overnight accommodation, as well as information about other housing stability services. The successful candidate will develop key performance indicators, document and analyze business policies and processes as well as management practices related to data analytics and business continuity; and make recommendations to improve efficiency and effectiveness through the development of appropriate systems and procedures.

The Homelessness Initiatives & Prevention Services (HIPS) Head Office team is responsible for oversight of the delivery of Toronto's shelter, 24-hour respite programs and street outreach services. The successful candidate will support the team by: documenting and analyzing business policies and procedures, as well as management practices related to data analytics, grants management and strategic investments; and developing and implementing standardized tools and resources that enhance our business processes.

Note: All City of Toronto employees are required to be fully vaccinated as a condition of hire in accordance with the City's Mandatory Vaccination Policy.

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".


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How to Apply:

For more information on this and other opportunities with the City of Toronto, visit us online at To apply online, submit your resume, quoting Job ID 17031, by November 4, 2021.

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 to employment equity.


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's Hiring Policies and Accommodation Process. network