Coordinator, User Experience

JOB SUMMARY

The mandate of ServiceOttawa is to achieve better outcomes for Ottawa residents and businesses when they access City services, by providing a consistent and positive client experience across multiple channels with a focus on Service Excellence. The Web Services team supports the City by enabling the strategic use of web services, tools and technology, knowledge, processes and practices to support an on-line, self-service channel for residents.

You are responsible for supporting the strategic and business planning activities of the branch/department, in collaboration with Information Technology Services (ITS), regarding web technology developments for the strategic use of web-based tools, technologies and approaches to support corporate business needs and to meet client expectations.  You assist clients in the development of operational frameworks for the use of web-based tools, technologies and approaches by reviewing business plans and directions, assessing business needs and improving the effectiveness of business operations through web-based solutions.  You also provide expert advice and support to clients on how to incorporate best practices and standards, to achieve maximum efficiencies and to optimize customer satisfaction for finding and retrieving City information and services online.  

In addition, you support the use of web-based tools, processes and approaches, and monitor and evaluate their effectiveness to manage organizational priorities and user experiences.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in Communications, Computer Science, Business Administration or related field

Minimum of 5 years of progressively responsible experience directly related to the strategic use of web-based technologies, tools, platforms and approaches to meet corporate business needs and client expectations.

Experience may include:

• work in a large multi-site public organization
• web-based communications project management
• research, analysis, auditing, reporting, performance measurement
• operational/strategic and business planning, business process design and/or change management

KNOWLEDGE

• Possess general knowledge of the Corporation, departmental business requirements, policies and organizational structure, and legislative environment of the work location
• Web-based technologies, tools, platforms and approaches to meet corporate business needs, with expertise in their use by governments
• Working knowledge of web 2.0 technologies, social media tools, and government 2.0 approaches and applications
• Knowledge and understanding of business processes and business systems of Service Ottawa
• Strategic planning processes
• Project planning and management
• Monitoring, evaluation, performance measurement and cost-benefit analysis
• Organizational change and development
• Business analysis practices, techniques and report writing
• Techniques for program design, development, implementation and evaluation
• Research, surveying, data collection and analyses methodologies 
• Policy development, implementation and evaluation techniques
• Knowledge of Microsoft Office and computer software applications specific to the work location
• Knowledge of applicable health and safety legislation, including the rights and duties of workers.

COMPETENCIES, SKILLS AND ABILITIES

• Ability to work independently, cooperatively and collaboratively with all staff as part of a team  
• Possess organizational skills and flexibility to plan, initiate, organize and prioritize own work, in an environment of evolution and rapid change, and to balance multiple demands, conflicting priorities, and pressures 
• Ability to provide technical leadership to plan, lead, coordinate, implement and manage projects to completion
• Ability to conduct research/reviews, compile/analyze issues/data, make judgments on the interpretation of issues/data, and formulate recommendations
• Possess excellent consultative, collaboration and interpersonal skills and the ability to persuade/influence others and to bring conflicting points of view to consensus 
• Possess strong evaluation, analytical and problem solving skills and the ability to make decisions 
• Possess strong assertive verbal and written communication, presentation and report writing skills
• Possess strong computer skills in the use of advanced web-based technologies, tools and approaches; and desktop computer skills
• Possess strong personal networking skills, in both face-to-face and virtual environments
• Demonstrate leadership and initiative
• Innovative and able to demonstrate a results-oriented approach to problem solving
• Demonstrate sound judgement
• Flexible and adaptable to deal with shifting priorities
• Customer service oriented with ability to display tact and diplomacy
• Possess a work record of good attendance and job performance