Specialist, Web Services and Business Operations

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. This role supports a large-scale business transformation project with inputs from multiple City lines of business and with both internal and external services impacted. The successful candidate will work with City staff and external vendors for the planning, execution, and completion of the project, ensuring compliance with legislated and corporate requirements and supporting the strategy, direction, commitments and goals of ServiceOttawa and partner departments. 
 
You also: conduct business process analysis studies that include the identification of both existing and required operational processes and procedures; identify, design, implement and support functions and processes within a case management system to deliver on program requirements  and to meet legislative and service standards; and implement short and long-term business systems planning for all phases of project delivery from the development of feasibility studies, project scope and project plan through project management and implementation, process analysis, testing, project documentation, tracking and status reporting; approve project expenditures; identify training needs and provide training to both staff and clients; and present project results.
 
Additionally, you provide technical expertise in project management; conduct research and analysis, as well as business and operations planning; facilitate engagement with internal partners; identify and implement technical requirements; manage consultants; and oversee the development of working relationships with vendors as well as the identification of areas for improvement, performance measures, and project evaluation. As a key function of project management, you develop policies, guidelines, procedures, performance indicators, continuous improvement processes and best practices to assist the Branch in the delivery of the project.

EDUCATION AND EXPERIENCE

Completion of 4 year university degree in Computer Science, Business or Public Administration with concentration in project management, business analysis, or a related field

Minimum of 6 years of progressively responsible business and technical experience managing projects of increasing complexity, with the majority of time spent on projects with significant web and web content management systems, including the management of external contract resources

Preference will be given to candidates with demonstrated technology system and solution project management experience, preferably in a municipal environment

KNOWLEDGE

• City’s project management policy and framework, risk measurement and management processes, business process re-engineering principles and techniques and consulting practices
• Corporate procurement policies and procedures
• Contract development and external contract management techniques
• Research and analytic skills including data modelling techniques & web usability testing 
• City budgeting and accounting practices
• Detailed knowledge of computer applications and technology solutions, hardware platforms, software, networks, application and/or network security administration, databases, and technology trends & products including:
  • open source web content management systems such as Drupal
  • client-service management systems such as Lagan/Kana CSM, as well as integration with serviceottawa.ca and on-line Service Requests
  • developer communications systems such as Github repository, and Marval
  • MS Office solutions (PowerPoint, Excel, Word), Oracle, MAP, SAP, and MSProject
  • Digital authentication solutions such as My ServiceOttawa and geo-mapping solutions such as IMN and GeoOttawa
  • web content publishing tools and processes, including the City’s distributed web publishing program
• Database application concepts including data mining, data modeling, and data warehousing methods pertaining to the storage and exchange of electronic information between the City and federal, provincial, municipal and other organizations
• Federal, Provincial and Municipal legislation, policies and procedures applicable to web management, such as WCAG 2.0 AA, MFIPPA, CASL, language, and copyright
• Must possess the training, experience and knowledge to organize the work and its performance
• Structured systems analysis, design, testing and troubleshooting techniques including system failover and recovery strategies, and administration processes and practices
• City’s development toolset, and application development best practices for optimal performance and scalability
• Client relationship building/management strategies, practices and techniques
• City’s network environment
• Business case and statement of work development practices as key aspects of project management
• Cost benefit analysis processes and tools and the identification of cost recovery solutions and new revenue streams as a result of automated systems initiatives
• Program evaluation design and practices including analysis of technology need, design, logic, impact, expected outcomes, cost, efficiency, redesign and implementation plan
• Change management planning and practices to attain optimal client service, efficiency, control and compliance, and the impact of technology changes and implementation on productivity
• Procurement practices and processes: contract document preparation, tendering process and management of projects, consultants and external private service providers
• Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and city policies and procedures.

COMPETENCIES, SKILLS AND ABILITIES

Leadership Competencies:

The key competencies that describe the skills and behaviours expected to be demonstrated by managers and supervisors at the City of Ottawa are available on Ozone. The seven Leadership Competencies, which align with Servant Leadership, are:

• Strategic Leadership - Sets/implements the strategic direction, understands internal and external trends, the political sensitivities of the organization and applies this knowledge to support the long-term vision and success of the City
• Demonstrates Business Sense - Understands the impact of decisions on the business and the ability to strive to improve business performance; requires an awareness of business issues, processes and outcomes as they impact the community, the City’s reputation and strategic direction
• Builds Collaborative Relationships - Proactively communicates, builds and utilizes professional relationships and partnerships with all internal and external stakeholders
• Fosters Innovation and Change - Develops an environment that embraces innovation and efficiently integrates change into the organization
• Engages Employees - Leads, coaches, mentors and develops an engaged, diverse workforce of individuals and teams, where work is performed in a safe, respectful environment and successes are recognized and celebrated regularly
• Delivers Results - Creates effective plans and performance measures, holds themselves and others accountable for measurable, high quality, timely and cost-effective results
• Client-centric Focus - Serves the client interest through focusing individual, team and organization effort on identifying and meeting key and diverse client needs (the term “client” includes both internal and external clients)