Customer Service System Support Analyst (Business Intelligence and Data Warehouse Analyst)

Customer Service System Support Analyst (Business Intelligence and Data Warehouse Analyst) - (8584)

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Job Title

Customer Service System Support Analyst (Business Intelligence and Data Warehouse Analyst)

Status

Temporary Full-Time

Temporary - Approximate length of assignment, in months

23

Type of Position

a Replacement

Start Date

Immediate

Per hour

Salary Grade

$48.82 - $53.06

Department

York Region - Corporate Services - Digital & Customer Experience

Location

50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)

Hybrid work opportunities may apply - CA

Job Description (E)

ABOUT US

Almost 1.2 million residents call York Region home, making it one of the largest regions in Canada – and the fastest growing with a population that’s expected to grow to more than 2 million by 2041. Our geography, which is comprised of about 1,800 square kilometres over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organised in a two‑tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canada’s Best Employers by Forbes, we offer a collaborative, progressive workplace that takes pride in our organisational culture and is committed to living The 13+ Factors of Psychological Health and Safety in the Workplace – aligned with our vision to create strong, caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program – With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan, you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full‑time employee and includes employer‑matched contributions.
• Employer of Choice – Recognised as the highest‑ranking government employer in Canada and fourth overall among 300 organisations.
• Benefits and Wellness – Employees and their loved ones have access to an employee health‑care spending account, access to a 24 / 7 Employee and Family Assistance Program and corporate discounts and purchase plans for day‑to‑day products and services. Casual employees are eligible to receive payment in lieu of benefits and / or vacation.
• Inclusive and Diverse Workforce – We’re committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential, participate freely in society and live with respect, dignity and freedom from discrimination. Our robust Inclusion, Diversity, Equity and Accessibility programme continues to grow, and has been recognised by the United Nations and many other organisations for our leadership.

ABOUT THE ROLE

Reporting to the Program Manager, Customer Service Programs and Data is responsible for extracting, evaluating, analysing and researching data generated from various Customer Service systems such as Salesforce platform, Customer Relationship Management (CRM), Interactive Voice Response (IVR), Work Force Management (WFM), Call Recording, Cisco UCCX telephone systems and other departmental technologies; preparing statistical and narrative reports; collecting, analysing, interpreting, summarising, creating, and maintaining statistical and operational data files to support the various Customer Service systems; participating in new technology project teams in conjunction with Branch and Corporate technology staff; building reports and dashboards specific to the business area and reporting on trends and results to improve service delivery; coordinating with Branch and Corporate technology staff on system enhancements / upgrades and ensuring data integrity; liaising with business area subject matter experts in maintaining the database and for systems and related applications; and assisting with the development of test criteria and verifying test output for upgrades and system enhancements.

WHAT YOU WILL BE DOING

WHAT WE ARE LOOKING FOR

Scheduled Weekly Hours

35

Scheduled Shifts

8 : 30 - 16 : 30

Operational Hours

Close Date

January 28, 2026

# of Hires Needed

Union

CUPE Local 4900

Please apply online by 5 : 00PM EST of the closing date indicated above.

All employment opportunities are recorded on a 24‑Hour Career Line and may be accessed by calling 1‑877‑464‑9675 ext. 75508. We thank all candidates for their interest; however, only those selected for an interview will be contacted. Please be advised, York Region uses email as the primary means of communication with candidates and does not use AI technology in any part of the recruitment process. Please ensure your email address is up to date, checked frequently (including your spam folder) and accepts messages from unknown users.

York Region is an equal‑opportunity employer committed to an inclusive, barrier‑free recruitment and selection process. We respect, encourage and celebrate our diversity, aiming to build a qualified workforce that reflects the population we serve. Should you require an accommodation under the Human Rights Code during the recruitment and selection process, including accessible formats and communication supports, please email careers@york.ca or call 1‑877‑464‑9675 extension 75506. Accommodations for applicants with disabilities are available upon request during recruitment processes and throughout employment.

Click here for more details on Benefits and Perks .

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