Operating within the Department Strategy section, the Service Improvement Analyst supports service areas across the department to successfully implement diverse projects. This role focuses on service improvement, customer experience, and technology updates aligned with our strategic goals. You will work closely with internal teams and external collaborators to deliver impactful, sustainable outcomes.
What will you do?- Lead, coordinate and implement changes to urban planning and development processes to enhance the efficiency and effectiveness of department service delivery in alignment with strategic direction
- Lead the development of service delivery design, including innovation, customer experience and continuous improvement
- Leverage technology and tools to enhance service delivery
- Apply strong project management to set and control the scope, timing and costs of projects to ensure successful completion within communicated timelines and budgets
- Lead process mapping, process development and documentation that supports continuous improvement
- Evaluate service processes to determine their effectiveness and efficiency, identifying bottlenecks, inefficiencies, and opportunities for process optimization
- Analyze data, metrics and key performance indicators (KPIs) to identify trends and areas for improvement
- Engage and liaise with external and internal stakeholders to understand service challenges along with developing and implementing solutions
- Collaborate with team members, service area staff and other relevant internal/external stakeholders to enable impactful changes
- Enhance the City's reputation through improving collaboration and decision making, enhancing partnerships, and encouraging innovation
- Perform related duties as required
Qualifications:- Bachelor's Degree in Business, Computer Science, Public Administration, Engineering, Urban Planning, Data Analytics, or a related field
- Minimum of five (5) years of progressively responsible experience in a combination of: strategic and operational business planning, project management, business process re-engineering, and business case development
Assets:- Completed coursework training or professional certification in project management, change management, process improvement, service design, or engagement
Skills required for success:- Experience with leading process improvements, including identifying areas of improvement and providing and implementing actionable recommendations to drive operational excellence
- Proven project management skills including an understanding of project management methods and techniques
- Proficiency in quantitative and qualitative research methodologies and data analysis
- Strong leadership capabilities to manage resources, navigate shifting priorities, and direct multi-disciplinary teams
- Exceptional communication skills tailored to present complex information clearly in reports, presentations, and executive summaries
- High political acumen and discretion when navigating sensitive or ambiguous environments
- Proven capability in conflict resolution, facilitation, and collaborative negotiation
- Creative problem-solving skills focused on continuous innovation and process optimization
- Competency in change management strategies to support staff and interested parties through operational transitions
- Alignment to our Cultural Commitments and Leadership Competencies ( https://bit.ly/4brRrXm )
- Embracing a culture of equity, diversity, reconciliation and inclusion
Conditions of Employment:Work Environment:- Note: This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52
- The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement, and the incumbent will be notified in advance
- This role works primarily in an indoor setting
- This is a public-facing role and requires engagement and interaction with diverse people from various backgrounds with different needs, expectations and emotional states
Up to 1 permanent full-time position
Hours of Work: 33.75 hours weekly
Salary Range: $51.611 - $65.218 (Hourly); $90,925.680 - $114,897.810 (Annually)
Recruitment Consultant: JF/SO
Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Métis Nation.
