Business Prog & Solutions Specialist

Position Details

• Work Location: City Hall, 100 Queen Street West
• Job Type & Duration: Full-time, Permanent Vacancy
• Salary Range: $89,337.00 - $132,880.00
• Shift Information: Mon-Fri - 7hrs per day
• Posting Period: 30-September-2026 to 09-October-2026
• Affiliation: Non-Union
• Number of Positions Open: 1
• Department: Social Development, Finance & Admin, Community Safety & Wellbeing

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

Post-secondary education in business administration, business analysis, adult learning, computer sciences, public administration, or an equivalent combination of education and experience is required. Additional qualifications and experience details are not fully included in the provided text.