STATEMENT OF WORK
The Consultant shall render the services outlined in this statement of work and will provide professional consulting services for the implementation of the City's IT systems.
In all aspects of the work outlined below, the Consultant shall warrant that he/she will work with the required City staff to ensure there is a transfer of knowledge and understanding of the system or software/hardware. During any phase of the contract where there is a requirement to implement changes into the production environment, the Consultant will follow the City's change request process.
Client / Position Details
| Client | City of Burnaby |
| Position | Change Management Specialist |
| Contract Period | October to December, 2026 |
| Billing Cycle | Monthly with timesheets (using City of Burnaby template) cycle/dates will be as noted in the contract |
| Location | On-site at the City of Burnaby |
| Working hours | Work remotely |
| Working Arrangement | On demand / Ad hoc |
| Rate Range | Hybrid onsite work required |
| Rate | $ |
Intent
The City of Burnaby is preparing for an SAP ERP transformation and requires detailed documentation of current-state business processes across the Hire to Retire (H2R), Procure to Pay (P2P), and Plan to Budget (P2B) process domains.
The purpose of this engagement is to establish a comprehensive and standardized understanding of current business processes, identify process challenges and pain points, and document opportunities for improvement that will inform future ERP transformation planning and solution design activities.
The engagement will be completed by December 31, 2026.
Role
The consultant will:
- Conduct a current-state assessment of business processes within the H2R, P2P, and P2B domains.
- Develop standardized and detailed process maps for all in-scope processes.
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- Identify process inefficiencies, bottlenecks, risks, manual workarounds, and system-related challenges.
- Document opportunities for process standardization, simplification, automation, and alignment with leading practices.
- Establish a validated repository of current-state business processes to support subsequent ERP design activities.
Scope of Services:
1.1 Project Initiation
The consultant shall:
- Conduct project kickoff meetings with business stakeholders.
- Confirm scope, approach, objectives, timelines, and governance structure.
- Review existing process documentation, process inventories, and related business materials.
- Review and validate the inventory of in-scope process maps across the H2R, P2P, and P2B domains to confirm assessment boundaries, process prioritization, and stakeholder ownership.
- Identify any gaps in the current process inventory and recommend additions required to achieve comprehensive coverage of the in-scope business processes.
- Develop and confirm the process assessment approach, including discovery workshop sequencing and validation activities.
1.2 Current-State Discovery and Assessment
The consultant shall:
- Leverage and assess any existing process documentation and process maps provided by the organization and update, enhance, standardize, or create process maps where necessary to establish a complete current-state process repository.
- Conduct interviews, workshops, and process walkthroughs with process owners, subject matter experts, managers, and operational staff.
- Document current business processes, decision points, approvals, handoffs, systems, and controls.
- Identify process variations across business units or functional areas where applicable.
- Document supporting systems, interfaces, spreadsheets, manual activities, and reporting dependencies associated with each process.
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1.3 Process Mapping
The consultant shall develop detailed and standardized process maps utilizing an agreed upon business process methodology (e.g., BPMN, swimlane diagrams, or equivalent).
Process documentation shall include:
- Process name and objective
- Process triggers and inputs
- Process activities and workflow steps
- Decision points
- Roles and responsibilities
- Approvals and controls
- Systems and applications used
- Data inputs and outputs
- Process outputs and outcomes
- Upstream and downstream dependencies
- Process variants and exceptions, where applicable
1.4 In-Scope Process Areas
The City has existing inventory of Level 1, 2 and 3 business capabilities for the three domains H2R, P2P and P2B that describes:
Level 1 = What broad business area does the organization perform?
Level 2 = What major capability within that area?
Level 3 = What specific business capability enables it?
The consultant will leverage the already existing capabilities framework and expand on it to capture the full picture of current state business processes. The section below provides examples of business capabilities in each process domain:
Hire to Retire (H2R)
Including but not limited to:
- Workforce planning
- Position management
- Recruitment and hiring
- Employee onboarding
- Employee data management
- Time and attendance administration
- Benefits administration
- Learning and development administration
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- Performance management administration
- Employee movement and transfers
- Offboarding and retirement processes
Procure to Pay (P2P)
Including but not limited to:
- Demand and requirements identification
- Requisition creation and approval
- Supplier onboarding and maintenance
- Sourcing and procurement activities
- Purchase order management
- Goods and services receipt
- Invoice processing
- Payment processing
- Contract administration
- Vendor management activities
Plan to Budget (P2B)
Including but not limited to:
- Strategic planning inputs
- Business planning
- Operational planning
- Budget development
- Capital planning and budgeting
- Forecasting and reforecasting
- Budget approvals
- Budget monitoring and reporting
- Variance analysis
- Financial planning governance
The consultant will also work with the City IT team to update the City's Enterprise Architecture and Business Architecture current and up-to-date in City's Enterprise Architecture Tool (LeanIX) as processes and capabilities get discussed during current state process mapping.
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2. Challenges and Opportunities Assessment
For each documented process, the consultant shall identify and document:
Key Challenges
Including:
- Manual activities and workarounds
- Duplicate effort
- Process inefficiencies
- Approval bottlenecks
- Data quality issues
- Reporting limitations
- Lack of standardization
- System constraints
- Process handoff challenges
- Control or compliance concerns
Opportunities for Improvement
Including:
- Process simplification
- Process harmonization and standardization
- Opportunities for automation
- Elimination of non-value-added activities
- Enhanced workflow management
- Improved reporting and analytics
- Improved data management practices
- Reduction of duplicate processes and systems
- Alignment with ERP leading practices
Each opportunity shall include:
- Description of opportunity
- Current challenge being addressed
- Expected business benefit
- Process area affected
- Relative level of effort (Low, Medium, High)
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3. Stakeholder Engagement and Validation
The consultant shall:
- Facilitate process discovery workshops.
- Conduct process validation sessions with business stakeholders.
- Review draft process maps with process owners.
- Incorporate stakeholder feedback.
- Obtain sign-off on finalized process documentation.
4. Deliverables
Deliverable 1: Project Initiation Package
Including:
- Confirmed inventory of in-scope processes and process maps for H2R, P2P, and P2B.
- Process mapping methodology, standards, and documentation templates.
- Process prioritization and assessment approach.
- Discovery and workshop schedule.
- Confirmed stakeholder and process owner list for discovery and validation activities.
Deliverable 2: Current-State Process Map Repository
A comprehensive repository of all documented processes including:
- Detailed current-state process maps
- Process inventories
- Process dependency documentation
- Process-specific pain points
- Key business challenges
- Operational inefficiencies
- System-related issues
- Opportunities for improvement
- Business impact observations
- Relative prioritization and effort assessment
5. Success Criteria
The engagement will be considered successful when:
- All in-scope processes have been documented and validated by business stakeholders.
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- Current-state challenges and pain points have been documented for each process.
- Opportunities for improvement have been identified and catalogued.
- The organization has a complete current-state baseline to support subsequent SAP ERP future-state design and implementation planning.
Estimated Effort
The consultant should be expected to support approximately:
- 20 to 30 process discovery workshops
- 15 to 20 process validation sessions
- Development of 50 to 100 detailed process maps across the three end-to-end process domains
This estimate can be adjusted based on the final process inventory and organizational complexity.
Qualifications and Experience
The consultant should demonstrate the following qualifications and experience:
- A post-secondary degree or diploma in business administration, organizational development, human resources, communications, information systems, public administration, or a related discipline. An equivalent combination of education and relevant experience may be considered.
- A minimum of five years of progressive experience delivering change management services for complex, organization-wide business or technology transformations.
- Demonstrated experience developing and executing change management strategies and plans, including change impact assessments, stakeholder analysis and mapping, readiness assessments, communications, engagement, training, adoption, and reinforcement activities.
- Experience supporting ERP, human capital management, finance, procurement, budgeting, or other enterprise system transformation initiatives involving significant changes to business processes, roles, responsibilities, and ways of working.
- Demonstrated experience working with senior leaders, process owners, subject matter experts, project teams, managers, employees, unions or employee groups, and other stakeholders in a complex, multi-stakeholder environment.
- Experience in a municipal, broader public-sector, or similarly complex unionized organization is considered an asset.
- A recognized change management certification, such as Prosci, Certified Change Management Professional (CCMP), or an equivalent credential, is preferred.
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Required Technical Skills & Qualifications
The consultant should possess the following technical skills and qualifications:
- Strong knowledge of established change management methodologies, tools, and leading practices, with the ability to tailor approaches to the City's governance, culture, project methodology, and stakeholder needs.
- Proficiency in preparing change management deliverables, including change strategies, change impact assessments, stakeholder maps, readiness assessments, communications plans and materials, training strategies, adoption measures, feedback mechanisms, and status reporting.
- Ability to translate business process, system, role, data, and policy changes into clear stakeholder impacts, practical change actions, and measurable adoption outcomes.
- Experience supporting SAP implementation or transformation programs is preferred. Experience with SAP SuccessFactors implementation, particularly for Hire to Retire processes, is a strong asset.
- Familiarity with SAP-enabled business processes across Hire to Retire, Procure to Pay, and Plan to Budget domains is preferred.
- Proficiency with Microsoft 365 tools, including Word, Excel, PowerPoint, Teams, and SharePoint. Experience with collaboration, survey, process mapping, learning, or change tracking tools is an asset.
- Strong analytical, facilitation, documentation, and presentation skills, including the ability to synthesize qualitative and quantitative information and produce concise, decision-ready materials.
- Ability to work within established project governance, change control, records management, privacy, security, and documentation standards.
Interpersonal and Communication Skills
The consultant should demonstrate the following interpersonal and communication capabilities:
- Excellent written and verbal communication skills, with the ability to tailor messages for executives, managers, project teams, subject matter experts, frontline employees, and other stakeholder groups.
- Strong facilitation and presentation skills, including the ability to lead workshops, interviews, focus groups, readiness discussions, and validation sessions in both virtual and in-person settings.
- Demonstrated ability to build trust, establish effective working relationships, and influence stakeholders without direct authority.
- Ability to listen actively, gather and incorporate feedback, manage differing perspectives, and support constructive resolution of issues and resistance.
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- High degree of professionalism, discretion, cultural awareness, empathy, adaptability, and sound judgment when working with sensitive organizational and workforce information.
- Strong organizational and time-management skills, with the ability to manage multiple priorities, meet deadlines, and work independently while collaborating effectively as part of an integrated project team.
- Commitment to knowledge transfer, coaching, and capability building so that City staff can sustain change management activities and adoption practices.
Key Responsibilities/Deliverables:
The consultant shall provide:
- Monthly progress updates
- Regular stakeholder workshops and validation sessions
- Draft deliverables for review throughout the engagement
- Final approved deliverables by December 31, 2026
- Produce weekly status reports, broken down into daily number of hours worked and by tasks, using the City's time tracking system. The reports must include reporting on work accomplished during the period and work planned for the next period. These will be printed, signed as being correct, and submitted to the City by the Consultant.
- Communicate assignment status in a timely and clear fashion to the appropriate member of the Senior Management of the IT Department and other City management, staff and other contractors or consultants involved in related IT assignments, as appropriate to the specific assignment.
- Provide weekly updates on deliverables and impact of proposed changes to timelines.
- Provide formal documentation, in accordance with the City's PMO methodologies and documentation standards.
- Provide mentoring and knowledge transfer to City staff on system set up, configuration and support requirements.
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