Job Description

• Job ID: 61951
• Job Category: Policy, Planning & Research
• Division & Section: Social Development, Finance & Admin, Community Safety & Wellbeing
• Work Location: City Hall, 100 Queen Street West
• Job Type & Duration: Full-time, Permanent Vacancy
• Salary Range: $89,337.00 - $132,880.00, TM2524 and PTM2 Shift Information: Mon-Fri - 7hrs per week
• Affiliation: Non-Union
• Number of Positions Open: 1
• Posting Period: 30-SEPT-2026 to 09-OCT-2026

The City of Toronto is taking steps to strengthen public safety and improve access to community-based services by building and expanding alternative community safety programs. This work will contribute to the continued implementation and evolution of the Toronto Community Crisis Service, advancing City Council’s community safety and policing reform actions, and identifying and implementing further alternative models of community safety.

Working within the Social Development division and Community Safety and Wellbeing unit, the Business Program & Solutions Specialist will lead and support the development, implementation and continuous improvement of business solutions, service delivery models and operational processes that advance the unit’s strategic priorities and objectives.

The position is responsible for analyzing current and future-state business processes, identifying opportunities for service improvement and modernization, assessing business and operational requirements, and developing recommendations and solutions that support effective, efficient and sustainable service delivery. The position will lead projects and initiatives from planning through implementation, including the development of project plans, business cases, process designs, implementation strategies and other materials required to support successful delivery.

Working closely with internal City divisions, community-based service providers, technology partners and other stakeholders, the Business Program & Solutions Specialist will facilitate consultations, assess impacts, test and evaluate proposed solutions, and support the transition of new or enhanced processes and services into operations.

The position will apply business analysis, project management, process improvement and change management approaches to support the implementation of future-state service delivery models. The role will also identify risks, develop mitigation strategies, recommend changes to policies and procedures, and support the adoption and sustainability of new solutions and processes.

The Business Program & Solutions Specialist will contribute to the City’s Community Safety and Wellbeing goals by advancing innovative, evidence-informed and client-focused approaches to service delivery, while ensuring solutions are responsive to operational needs, stakeholder perspectives and applicable City standards and requirements.

Major Responsibilities

• Leads and coordinates business analysis and solution development initiatives to support the design, implementation and continuous improvement of services, programs, business processes and operational practices.
• 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 plans, implementation plans, impact assessments and supporting documentation to guide the delivery of new or enhanced service delivery models, business processes and solutions.
• Leads project deliverables from initiation through implementation and post-implementation review, including coordinating transition, knowledge transfer and handover to operational teams.
• Analyzes and documents current-state and future-state business processes, workflows, requirements and operational needs in collaboration with key stakeholders.
• Conducts feasibility assessments, options analyses and research to identify opportunities to modernize services, improve business processes, integrate technology-enabled solutions and optimize resources.
• Plans, coordinates and facilitates proof-of-concept initiatives, testing and User Acceptance Testing with staff and stakeholders to evaluate proposed processes and solutions and inform implementation decisions.
• Develops recommendations and solution options based on business requirements, stakeholder input, analysis, evidence and applicable City and industry standards.
• Identifies operational, business and implementation risks associated with proposed solutions and process changes and develops appropriate risk mitigation strategies.
• Recommends new or revised policies, procedures, guidelines and operational practices to support the implementation, adoption and sustainability of new or enhanced services, processes and solutions.
• Engages and collaborates with internal and external stakeholders to understand business needs, facilitate decision-making, build consensus and support the effective implementation.
• Prepares business cases, project charters, concept documents, briefing notes, evaluation and business analyses, communication materials and other documentation required to support program and project objectives.
• Designs and delivers presentations, workshops, consultations and information sessions to internal and external stakeholders.
• Monitors and evaluates implemented solutions and processes, identifies opportunities for continuous improvement, and develops recommendations to improve service quality, efficiency, effectiveness and sustainability.
• Ensures compliance with applicable Occupational Health and Safety legislation and divisional safety, security and workplace accommodation policies and requirements.
• Maintains current knowledge of City and divisional policies, initiatives, standards and emerging practices relevant to assigned programs, projects and areas of responsibility.

Key Qualifications

1. Post-secondary education in business administration, business analysis, adult learning, computer sciences, public administration, or an equivalent combination of education and experience.
2. Considerable experience analyzing, designing, developing and implementing business processes, service delivery models and/or business solutions, including technology-enabled solutions.
3. Considerable experience leading and coordinating projects or programs from planning and requirements gathering through implementation, evaluation and post-implementation support.
4. Experience conducting business analysis, including documenting current and future-state processes, identifying business requirements, assessing impacts and developing recommendations to improve service delivery and operational effectiveness.
5. Experience developing and evaluating business solutions, including conducting feasibility assessments, options analyses, proof-of-concept initiatives and/or user acceptance testing.
6. Experience coordinating and documenting test cases and supporting User Acceptance Testing, implementation and transition of new or enhanced business processes and solutions.
7. Experience identifying operational and implementation risks and developing mitigation strategies to support successful delivery and sustainability of business solutions and process changes.
8. Strong project coordination, organizational and time management skills, with the ability to manage multiple priorities, coordinate resources and deliver high-quality work within established timelines.
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 relationship building skills, with demonstrated ability to collaborate, negotiate and influence outcomes effectively with a broad range of diverse 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, facilitation, mediation, and conflict resolution skills with an excellent ability to build consensus and support successful implementation of change.
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.

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.

Accommodation

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.