Contract - Business Analyst, Customer Care - (CUS0069)
Employee Status: Regular
Office Name: 20 Bay Street
$72,275 - $93,860 per annum
(Contract, up to 6 months)
Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.
Our Customer Care Office is seeking a Contract Business Analyst, Customer Care responsible for acting as an Ambassador by providing Transit Agency support for PRESTO and resolving customer escalations, including Tier 3 complaints. The Business Analyst will also provide project/initiative support to SBAs and leads small projects as assigned.
Develops a thorough understanding of the business, its goals, practices, and processes sufficient to resolve customer and Transit Agency inquiries and customer complaints
Identifies and facilitates development of documentation for new and modified business policies and procedures
Proposes improvements to address identified issues, automate business functions, and make effective use of technology to improve the customer experience
Provides technical guidance and positive support during change efforts; addresses arising issues by contributing technical expertise to proposed alternative solutions
Provides Transit Agencies support with day to day PRESTO inquiries and customer service issues
Investigates and resolves Tier 3 customer escalations from the PRESTO Contact Centre and assists SBAs with executive escalations
Has primary responsibility for the review and management of group mailboxes.
Assists in the preparation of business cases and business requirements to support product and customer-focused initiatives
Collaborates with diverse stakeholders to gather qualitative and quantitative data for solid decision-making
Assists Finance Operations to resolve issues resulting in customer impact
Maintains process and procedure documentation in a current state and drives updates when required
Identifies opportunities for new technology/automation or streamlining business processes and workflows
Tracks cases worked via CRM reporting tool and other spreadsheets as required
Provides input for cost benefit analysis to business cases when requested
Location 20 Bay Street, Toronto
Post-secondary degree in Computer Science, Information Systems, Engineering, Business Process Improvement, or a related discipline, or a combination of education, training and experience deemed equivalent
Minimum four (4) years’ experience as a Business Analyst, preferably in the transport or construction industry and / or the public sector
A valid Ontario Class “G” drivers’ license and ability to obtain a GO Transit Operator’s Permit may be required for certain business units
Experience successfully deploying technology solutions in the transport or construction industry is an asset
Experience with computerized quantitative and analytical tools (e.g. data modeling, workflows, and business process analysis) and with MS Office (Outlook, Word, Excel, Visio, PowerPoint, Project, etc.)
Interpersonal, oral/written/presentation communications skills to document and present business needs, specifications, reports, project documents, and implementation plans
To apply for this position, please submit your resume no later than December 17th, 2019.
Please note that applicants must be legally entitled to work in Canada. Accommodation will be provided throughout the hiring process, as required. Applicants must make their needs known in advance.
Please be advised, Metrolinx uses email to communicate with their applicants for open job competitions. It is the applicant’s responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time sensitive correspondence via email (i.e. testing bookings, interview dates), it is imperative that applicants check their email regularly. If we do not hear back from applicants, we will assume that you are no longer interested in the Job Competition and your application will be removed from the Competition. Please be advised that a Criminal Record Search may be required of the successful candidate. Should it be determined that any background information provided be misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
AN EQUAL OPPORTUNITY EMPLOYER Issued: December 10th, 2019
Closing Date (Period for Applying) - External: 17-Dec-2019