Technical Analyst, Digital Service

JOB SUMMARY

The Web Services team, part of the City of Ottawa’s Information Technology Services (ITS), plays a key role in supporting the delivery and ongoing operation of the City’s digital services. As the business owners of Ottawa.ca, My ServiceOttawa, the City’s mobile app, and the platforms used to deliver online forms and surveys, the team works to ensure that the City’s digital channels are reliable, accessible, and easy for residents to use.

In this role, you will serve as a Technical Analyst supporting the day-to-day operation and continuous improvement of Ottawa.ca and related digital services. Working closely with the Technical Team Lead, you will help support the delivery of enhancements and digital solutions that respond to business and user needs. You will collaborate with developers, business stakeholders, and other ITS partners to help move work from concept to implementation, while contributing to a team environment built on strong communication, collaboration, and shared accountability.

You will also work closely with the Digital Services Network (DSN), which includes more than 200 publishers across the corporation, providing guidance, troubleshooting support, training, and documentation to help staff effectively publish and maintain content on Ottawa.ca and use the City’s digital publishing and survey tools.

You will contribute to the development and maintenance of digital tools that support City services, including building and configuring web forms, fillable PDFs, and surveys. You will support payment integrations in collaboration with Finance and coordinate with developers and other ITS teams on technical integrations where required. You will also monitor and respond to public feedback submitted through Ottawa.ca and work with service areas to improve the clarity, usability, and effectiveness of online content and services.

This role also includes responsibilities related to accessibility and quality assurance. You will test digital content, forms, PDFs, and surveys to help ensure they meet accessibility standards, monitor automated accessibility reporting tools such as Siteimprove, and work with content authors, developers, and business areas to resolve issues and maintain compliance with corporate and legislative requirements.

Success in this role requires strong technical problem-solving skills, attention to detail, and a collaborative approach to working with others. Your ability to build strong working relationships, contribute as part of a team, and support colleagues across the organization will help ensure that Ottawa.ca and the City’s digital services remain reliable, accessible, and responsive to the needs of residents and staff.

EDUCATION AND EXPERIENCE

Completion of 3 year community college diploma or university degree in information technology, computer science, business systems, or a related field.

Minimum of 3 years of progressively responsible experience in web application/website development, including experience in the following areas:

• Web publishing or web content management
• Operations planning
• Project management
• Work in a large multi-site public organization
• Research, analysis, auditing, reporting and performance measurement

KNOWLEDGE

• HTML, CSS, JavaScript, Acrobat Pro/DC, Adobe LiveCycle
• Web technologies and services, including web application and server architectures, portal architectures, security, Application Programming Interfaces (API) and infrastructures
• Usability and accessibility design
• W3C WCAG standards (A and AA)
• Functional, accessibility and usability testing techniques
• Browser specifics and testing requirements 
• Internet connectivity protocols
• Web content management solutions
• General knowledge of applicable legislation and corporate/departmental policies and procedures related to web publishing (multiple formats, accessibility)
• Event driven and object-oriented programming design techniques
• ITS security best practices and standards at the intermediate level
• Knowledge of applicable health and safety legislation, including the rights and duties of workers

Desirable Qualifications:

• Experience with government websites and an understanding of common look and feel and accessibility standards

COMPETENCIES, SKILLS AND ABILITIES

• Web site and application (or components thereof) development
• Problem solving skills
• Communicate effectively, both orally and in writing
• Good interpersonal skills, and able to liaise with City staff at all levels of the organization (including end users and other developers)
• Gather and document user requirements
• Analytical skills
• Organize work and meet deadlines
• Work independently and as a team member
• Works with minimal supervision
• Use effective judgment when immediate supervision is unavailable
• Ability to manage multiple priorities in a fast-paced, ever changing environment 
• Strong initiative, judgment and reliability
• Highly motivated and conscientious 
• Collaborative approach in working with others
• Client service/satisfaction focus
• Self-motivated
• Diplomacy, discretion and tact
• Works effectively under pressure
• Works well in a team environment 
• Desire and flexibility to expand their knowledge base to grow their skills in adjacent disciplines