As part of the Business Services team, the Information Specialist will lead and support information management across diverse business areas within Operations. Reporting to the Supervisor of Business and Administration, the successful candidate will be responsible for developing and writing practices and procedures for all areas of Transit Operations. You will lead the development of a knowledge base and ensure it is maintained in our fast-paced transit environment. You will also be responsible for drafting and creating communication notices, and working with internal and external stakeholders to gather relevant information. You will play a key role in implementing and coordinating approved special events and information programs for the Operations section within Transit.

Duties and Responsibilities

SOP Management

• Create, update, and maintain SOP documentation and standards for Transit Operations that satisfy all operational and regulatory requirements including the Highway Traffic Act (HTA) and the Ministry of Labour, Training and Skills Development.
• Research, outline, write, and edit new and existing content by working closely with various internal and external stakeholders to understand document requirements.
• Gather information from subject matter experts to develop materials.
• Develop and implement a quality assurance program for regular review of information.
• Maintain standards for publishing, content style, accessibility and user experience of information.
• Coordinate with both the Learning Centre and the Customer Experience teams on the implementation of new procedures and programs.
  

Communication Program

• Support and maintain Operations' internal communication program, including writing notices, memos, updating TV screens, and overseeing the communication boards at both our Central Parkway and Malton locations.
• Use exceptional communication skills to liaise with internal and external stakeholders and respond to inquiries from employees.
• Act as a point of contact and subject matter expert within Transit for dissemination of information in Operations to the various business areas.
  

Technology & Special Events

• Build and maintain a knowledge base for the Transit Operations team to efficiently access accurate information.
• Identify and maintain documentation repositories, determining the best solutions for information compilation and centralized storage.
• Plan, implement and evaluate internal special events and provide feedback on communication campaigns.

Skills and Qualifications

• Post-secondary education in a relevant discipline (Communications, Business Administration, Information Management, etc.) and/or equivalent combination of education and/or experience is required.
• Minimum 3 years of experience in a technical writing role, related field or equivalent.
• Demonstrated ability to research and write a variety of informational materials, including policy and procedures, technical writing and communication notices.
• Proficient in using a variety of software, including Word, Excel, PowerPoint, Visio and SharePoint.
• Experience working with a Knowledge Base is considered an asset.
• Ability to work in a fast-paced operational environment with strong time management skills to prioritize projects and meet deadlines.
• Advanced analytical, research, and problem-solving skills.
• Excellent interpersonal and communication skills.
• Proven interest in innovation and continuous improvement.
• Access to to a reliable vehicle.