Process Management Administrator

The City of Markham is proud to be recognized for the 4^th consecutive year as one of Canada's Best Employers by Forbes and Statista Inc. In 2024, the City of Markham is ranked the top city in Ontario and in the top 10 for Government Services. The recipient of multiple environmental awards, we are recognized for our innovative sustainability and urban planning initiatives as well as our fiscal accountability. More than 357,000 residents call Markham home and benefit from our rich heritage, culturally diverse environment, vibrant local economy and focus on quality of life.

Applications are now being accepted for the above position in the Strategy and Innovation Department, Development Services Commission. While all applications will be received, current members of CUPE 905 (Inside Workers) will be given first consideration. To apply, please submit your cover letter and resume on-line by December 11, 2024.

Join us and make a lasting difference!

JOB SUMMARY

Supporting the Corporation's digital strategy, this position develops and coordinates processes and procedures for development application workflows within all business units and cross-Corporation to expand the range of online services available; implementing and supporting the effective use of software systems by City staff, private sector developers, applicants, consultants, external agencies and other stakeholders / participants.

Duties include: facilitating working sessions, process mapping, business analysis, documenting procedures, system testing, identifying continuous improvement and automation of business practices and financial oversight / data reporting. Developing training material, user guides, tutorial videos, provide training sessions, and user support.

KEY DUTIES AND RESPONSIBILITIES

Process Management

• Facilitate Planning, Engineering, Urban Design and Front Counter business working groups to determine workflow, processes and procedures in relation to the City's current digital platform.
• Plan for and incorporate the requirements / business needs of departments outside Development Services (e.g. Fire, Waste, Operations, Environmental Services, Legal, By-law Enforcement etc.) and external agencies / utilities (e.g. TRCA, York Region, MTO etc.)
• Evaluate and map processes, document procedures, and build automation to ensure effective and efficient business practices. Create process maps in Visio or similar software.

Business Analyst

• Analyze workflow / process maps of business activity and make recommendations on streamlining and automation potential to transition towards, implement and maintain ePLAN or future digital platforms. Assess efficiencies, recommend and implement action items. Prepare AMANDA, Portal and ProjectDox design templates to reflect Business Unit needs and provide direction on integration points, including:
  • User interface / integration.
  • Folder Functionality (initiation, set-up, processes)
  • Templates for documents (sent to IT for coding)
  • Coding Development for AMANDA (sub-type, work proposed, folder status, information codes, process types, checklists, attempt results, process status, fee types, fee codes, projections, notifications).
  • Liaise / coordinate between ITS and business unit users to ensure technical needs are understood and addressed.
  • Lead portal content author for the department.
• Test software, including system testing, User Acceptance Testing of new software, modifications, new releases, version updates prior to implementation in production of AMANDA, Portal (including shopping cart), ProjectDox and other software, as applicable.

Reports & Documentation

• Prepare procedures and documentation, including creating detailed instructions / user guides for AMANDA and ProjectDox for internal and external users as applicable, including production of video tutorials.
• Draft procedures to update the Development Application Procedures Manual (DAP) on Checkmark and Applicant Information Guide for City Portal.
• Create training material to reflect individual business unit processes, procedures and practices.
• Post all training material and user guides / documentation on the appropriate online platform in accordance with corporate policy and communication protocols.
• Create reports for monitoring and tracking - workload by ward / district; application activity; financial reports; custom reports.

Deliver Training

• Develop and maintain training materials and plans.
• Train Business Unit users and external agencies / applicants on new processes and software in a group setting or on an individual basis to effectively utilize the ePLAN system.
• Deliver continuing reinforcement training, including onboarding training for new employees.

Maintenance & Support

• Provide day-to-day support for all internal and external ePLAN users. Triage service requests to determine appropriate resolution. Troubleshoot and assess when to escalate to ITS / software service provider as required.
• Participate on City's internal user group to develop and review AMANDA and ProjectDox's strategic business and systems planning and participates in external municipal user group to learn best practices from other users.
• Provide assistance to the front counter for application administration and customer service.
• Ensure best practice and quality information is input in real time for reliable data collection, reporting and projections in the interests of responsible fiscal management and reliable growth forecasts used by City finance dept. and Regional staff for financial planning and resource management.

Financial Oversight

• Thorough knowledge and understanding of the City's fee by-law. Provide direction to staff (Planning, UD, Engineering, Front Counter) on the application and implementation of development application fee categories. Review development agreements at the request of legal services to confirm correct fee categories. Provide oversight review and run financial reports. Support and troubleshoot issues; prepare and propose solutions, including ongoing automation of development application fees.

REQUIRED SKILLS & COMPETENCIES

• 3-year college diploma in Business Administration or equivalent qualification in Planning, Engineering or related discipline.
• 3 to 5 years' experience in creating, designing and developing business process maps for the purpose of automating business processes, supporting digital transformation and delivering online services.
• Experience supporting automated process implementation, which includes training, facilitation, change management and customer service.
• Create recommendations to grow online planning services and improve performance.
• Strong number fluency and analytical competency.
• Self-starter with excellent interpersonal communication and problem-solving skills.
• Demonstrated ability to work with all levels of staff, elected officials and customers, including handling confidential and politically sensitive information.
• Knowledge of the City's software with a high degree of focus on Amanda, ProjectDox, Portal, SmartGuide and Visio.
• Maintains up-to-date technical knowledge.
• Public sector / municipal work experience an asset.
• A strong dedication to serving clients and ability to work closely with end users.
• Work exceptionally well in cross-functional teams.
• Ability to work in a strategic and proactive manner to perform under pressure, on multiple assignments to meet deadlines with minimal supervision.
• Effective verbal and written communication skills in order to deliver training, give advice, provide direction and obtain user acceptance of new initiatives and procedures.

CORE BEHAVIOURS

• Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
• Change & Innovation: Responds positively and professionally to change and helps others through change.
• Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
• Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
• Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.
• Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require an accommodation and we will work with you to ensure a barrier free hiring process.