Business Analyst

Job Summary

The Business Analyst provides strategic leadership across the Enforcement Division, with a primary focus on Animal Services. The role leads the planning, development, evaluation and continuous improvement of programs, policies and operational frameworks that support effective, data-informed, and community-responsive service delivery.

The Business Analyst is accountable for translating legislative, operational, and community requirements into structured programs, processes, and recommendations that enhance compliance, service quality, and accountability. This includes advancing by-law and policy development, operational standards, performance measurement and public education initiatives.

While the primary focus of the role is Animal Services, the position is designed to flexibly support or lead additional divisional portfolios and cross-cutting initiatives, ensuring consistent approaches to governance, analytics, and continuous improvement across the Division.

Duties and Responsibilities

Reporting to the Manager, Program Development, Training and Analytics, the Business Analyst will operate as the divisional subject matter lead for Animal Services program and policy development, while contributing to broader Enforcement priorities as required.

The Business Analyst will lead planning, analysis, governance, and continuous improvement activities by:

• Leading by-law review, policy development, and program design for Animal Services, ensuring alignment with legislative requirements, emerging issues, and Council direction, and translating these into operationally viable and defensible frameworks.
• Analyzing operational, community and legislative trends to identify service gaps, risks, and opportunities, incorporating both technical and community-level insights into program and policy recommendations.
• Developing, reviewing, and optimizing business processes and standard operating procedures (SOPs) to improve consistency, service delivery, and operational efficiency across Animal Services and other assigned portfolios.
• Leading data analytics, performance measurement, and dashboard development, including the design and monitoring of KPIs, data audits, and reporting tools to support evidence-based planning, decision-making, and continuous improvement.
• Supporting the development and implementation of preventative programs that address systemic non-compliance through data-driven and community-informed approaches.
• Managing projects end-to-end, including business case development, process redesign, system implementation, and change management for new and enhanced programs.
• Researching and benchmarking leading and best practices to inform innovation, modernization, and continuous improvement across Animal Services and the broader Enforcement Division.
• Developing briefing materials including various notes, presentations and reports, Corporate Reports, and recommendations to support decision-making by management, senior leadership and City Council, ensuring clarity, defensibility, and alignment with best practices, standards and divisional/program objectives.
• Supporting the design and delivery/implementation of public education and awareness strategies, tools, and campaigns that support compliance and community understanding of programs and by-laws related to Animal Services and other Enforcement areas, as assigned.
• Supporting stakeholder and community engagement activities, including consultations, workshops, and surveys, to assess needs and inform program and policy development.
• Collaborating with internal and external partners, including Legal Services, Strategic Communications, and other municipalities or levels of government, to support coordinated and aligned approaches to enforcement and animal services issues, where appropriate.
• Applying business analysis and project management expertise to additional divisional portfolios, as assigned, including cross-cutting initiatives that benefit from standardized processes, governance and analytical rigour.
• Performing other related duties as assigned.

Skills and Qualifications

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• Graduation from a recognized post-secondary program with 3 to 5 years of experience in public sector organization that delivers public safety programs.
• Understands business transformation, business planning, legislative/regulatory/bylaw development, and the translation of legislative and operational requirements into structured programs, frameworks, and supporting processes.
• Demonstrated success on developing and implementing business process improvement initiatives, including program, policy or operational enhancements that improve service delivery, compliance, or efficiency.
• Thinks strategically about business issues with tangible solutions and develops evidence-based recommendations for consideration by executives and City Council.
• Excellent research, analytical and problem-solving skills supported by strong facilitation capabilities. This includes the ability to analyze trends, interpret data, and translate insights into actionable programs and operational improvements.
• Experience in using, developing, and enhancing records management systems, dashboards and reporting tools to support performance monitoring and decision-making.
• Excellent computer skills and experience with Visio, PowerPoint and MS Office, with demonstrated application in analysis, reporting, and process documentation.
• Strong report writing skills are essential, as demonstrated through the development of Corporate Reports, business cases, briefing materials and analytical reports.
• Strong relationship management capabilities with proven ability to influence, collaborate, and build consensus across operational, corporate, and community stakeholders.
• Demonstrated ability to initiate and execute projects utilizing sound project management principles, practices, and methodologies.
• Requires a high degree of independent work, as well as close teamwork.
• Experience and understanding of municipal law enforcement operations, including exposure to program delivery, by-law enforcement, and the operational context in which policies and processes are applied are assets.
• Knowledge of and/or experience in Animal Services, animal welfare or a related field is considered an asset, including familiarity with animal services operations, community-facing programs, and applicable regulatory or enforcement frameworks.  
• A strong desire to question the status quo, identify opportunities for improvement and implement change in support of modern, defensible, and effective program delivery.