Sr Business Systems Analyst, Customer Relationship Management

The City of Markham is proud to be recognized for the 5^th consecutive year as one of Canada's Best Employers by Forbes and Statista Inc. In 2025, the City of Markham is ranked 2nd among municipalities in Canada and 12th overall for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 366,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Applications are now being accepted for a Sr. Business Systems Analyst in the Information Technology Services (ITS) Department, Corporate Services Commission. This position will assist with the transition of our current operational CRM to a new MS Dynamics CRM. Once the transition is complete, the incumbent will work to maintain the system ongoing. To apply, please submit your cover letter and resume online by February 25, 2025

Please note the salary range is based on 2023 rates.

Join us and make a lasting difference!

JOB SUMMARY

Reporting to the Sr. Manager, Enterprise Solutions this position is responsible for guiding the development of computer systems by working with their business partners to understand the current state of an IT system and provide data-driven advice on how to expand or refine its operations to meet company needs. In addition, they will analyze requirements from multiple business areas to determine the optimal Solution and/or configuration of City of Markham applications during implementations and/or upgrades.

Once applications are operational this position is responsible for providing analysis, recommendations and support, in order to ensure optimum functionality and configuration that supports user requirements. This role will act as a SME on the IT Systems assigned, and guide the business in using the full capability of the system. This role provides excellent customer service while protecting the integrity of the systems.

KEY DUTIES & RESPONSIBILITIES

• Ability to build and maintain relationship with internal/external clients, and core business stakeholders to promote and build well-developed service levels that drive business solutions.
• Work with Sr. Management to identify business processes and system solution improvements
• Ability to work collaboratively within a cross functional team environment to achieve Strategic Plan goals and objectives while respecting diverse cultural backgrounds and perspectives.
• Act as a liaison for ITS department and all City departments in matters related to business systems to ensure technical needs are understood and addressed
• Ability to Lead IT related business improvement initiatives.
• Communicate and deliver the overall project delivery strategy in a well-organized information and training sessions through effective presentation and facilitation skills.
• Ability to foster engagement, debate, lead discussions and build consensus to achieve Strategic Plan goals and objectives.
• Determines operational objectives by reviewing and assessing business functions, processes and procedures, gathering information, identifying problems, evaluating options and recommending solutions to improve the quality of City of Markham services.
• Responsible for reviewing user requirements from multiple business areas (sometimes conflicting) and developing into recommended solutions that are in the best interest of the City.
• Understand solution system landscape, and recommend changes, upgrades or opportunities for new software.
• Collates, analyses and interprets data dealing with complex problems and unexpected situations. Implements approved process improvements, using project management methodology to document processes, functionality, timelines and expected results.
• Troubleshoots issues to ensure prompt resolution within the confines of system accountability.
• Gather information regarding direction of the City departments and the corporation to ensure current and future needs are being met; implement changes as they apply to achieving long-term division goals.
• Acts as a subject matter expert on assigned systems, solve business problems and responds to complaints/inquiries; takes appropriate action pertaining to services, user errors, etc.
• Configure system features and functions as needed to ensure proper functionality of system based on business needs.
• Understand all system interfaces and functions of downstream systems.
• Ensures required functionality and reporting capability meets the needs of the Corporation and end users.
• Keeps abreast of software development and makes applicable recommendations.
• Participates in testing, review sessions and implementation of system upgrades.
• Coordinates and provides User training for various levels of users and departments, producing Training Manuals and User Guides, assist City departments by develop reporting guidelines, process mapping and analysis of workflows and coordinating workflow assignments with ITS.
• Responsible for supervising /coordinating a governance committee for the daily operations of the systems, to provide leadership, guidance and direction to business units (department admins).
• Develops processes, policies, standards and practices; and the strategic planning process, the support service levels and continuous improvement.
• Responsible for annual planning dates for department programs, registrations, maintenance / shut downs, Year-end, etc.
• Provide central support to assigned business departments.
• Co-ordinate Software System testing of new applications or modifications, new releases, version updated prior to implementation in production.
• Keep abreast of internal/external market trends and related industries to anticipate, assess and implement project plans and software that will enhance service solutions and customer service satisfaction.
• Makes recommendations as it relates to software development changes to ensure seamless system operation.
• Liaising with System Users to understand business problems and proactively design solutions to create an optimal customer service experience through annual reviews and goal setting processes.
• Maintains complete and accurate documentation of various procedures and functions within the City of Markham, including testing for new features.
• Creates Training materials and Leads effort to train users.
• Assists with establishing and implementing upgrades, testing and continuous improvements of software systems; including configuration changes and system reviews.
• Provide high quality customer service and commitment by developing collaborative and productive partnerships with key stakeholders both inside and outside the department that result in customer service satisfaction.

MINIMUM REQUIRMENTS

• Degree in Computer Science or equivalent in a related field and/or work experience; with an emphasis on Technical Systems Analysis
• Demonstrated experience with the implementation, management or configuration of Microsoft Dynamics CRM/Microsoft Azure
• Demonstrated CRM experience
• Minimum four (4) years related municipal work experience would be an asset including coordinating the work of others in a public service environment.
• Project management experience would be an asset
• Strong understanding of IT systems and solutions
• Strong understanding of Systems Analysis and Design, tools and techniques
• Advanced knowledge & experience with Microsoft Office tools, including Excel, PowerPoint, SharePoint and Project Management tools.
• Strong organizational, communication (verbal and written), report writing, problem solving, audit / analytical skills.
• Excellent customer service skills including working collaboratively with staff teams and external contacts.
• Ability to understand complex concepts and translate them into layman's terms
• Ability to speak before executives, council and
• Ability to influence others
• Well-developed time management and organization skills, attention to detail is required.
• Excellent decision-making and problem-solving skills.
• Proven ability to work independently and as part of team.
• Self-motivated; accountable to achieve goals and milestones
• Strong knowledge and skill in the formal documentation of business requirement documentation and process work flows using established methodologies
• Strong knowledge and skill in conducting performance testing
• Demonstrated skill in performing proof of concept (POC) demonstrations
• Ability to read and comprehend detailed technical documentation, translate to solution and design deliverables.
• Ability to create test cases including mapping test cases to specific requirements & Business functionality
• Solid understanding of software development life cycle (SDLC) and project management tools and methodologies
• Experience in creating technical user manuals and training staff

CORE BEHAVIOURS

• Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
• Change & Innovation: Responds positively and professionally to change and helps others through change.
• Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
• Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
• Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.
• Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.

Please respect our scent free area by not wearing scented products when visiting the office.