Technical Coordinator, 311

Req ID: 28620
Vacancy Type: Permanent
Number of Positions: 1
Closing Date: 09/22/2026

Job Summary

The Technical Coordinator supports the development, implementation and continuous improvement of technology-enabled business processes, digital services, reporting and automation solutions within the 311 Citizen Contact Centre. The position serves as a technical subject matter expert, translating operational requirements into effective technology solutions that improve service delivery, productivity and operational efficiency.

Duties and Responsibilities

Technology Solutions Development and Process Automation

• Develops and implements technology solutions that improve business processes, service delivery, employee productivity and operational efficiency.
• Translates operational requirements into technology solutions using Microsoft Power Platform, Power Apps, Power Automate, Copilot Studio, Power BI, Dataverse, SharePoint, Excel/VBA and related enterprise platforms.
• Designs and maintains automation solutions for scheduling, reporting, quality assurance, data collection and administrative workflows.
• Identifies opportunities to streamline processes, improve data quality, eliminate manual tasks and increase consistency.
• Coordinates testing, implementation, documentation and continuous improvement activities and provides functional guidance on technology solutions.

Data, Reporting and Business Intelligence

• Develops and maintains reports, dashboards, semantic models and business intelligence solutions that support performance management and operational decision-making.
• Integrates and analyzes information from multiple data sources to provide reliable and actionable business intelligence.
• Supports data quality, validation, reconciliation and governance activities.
• Develops automated data extraction and transformation processes to improve reporting efficiency and timeliness.

Enterprise Systems and Technical Integration

• Supports the integration, enhancement and continuous improvement of enterprise applications and contact centre technologies including Infor Public Sector, ServiceNow, Cisco, NICE, SharePoint, GIS/eMaps and Microsoft cloud solutions.
• Acts as a functional subject matter expert in requirements gathering, testing, system enhancements, upgrades and integrations.
• Investigates system issues, assesses operational impacts and coordinates resolutions with IT, vendors and stakeholders.
• Produces reporting and analytics related to contact centre performance, quality assurance, service delivery and operational priorities.

Digital Innovation and Continuous Improvement

• Evaluates and implements emerging technologies, automation, analytics and artificial intelligence solutions that enhance service delivery and operational efficiency.
• Develops and supports AI-enabled and knowledge-based solutions using Microsoft Copilot Studio and related technologies.
• Identifies opportunities to improve workflows through automation, analytics and digital innovation.
• Supports technology pilots, proofs of concept and implementation recommendations.

Technical Coordination and Project Support

• Coordinates technical initiatives, project deliverables, testing, documentation and implementation activities.
• Provides functional guidance and technical direction to project resources, interns and co-op students.
• Collaborates with business stakeholders, IT, vendors and other partners to support operational requirements and resolve issues.
• Maintains technical documentation, monitors project risks and dependencies, and recommends technology and process improvements.

Skills and Qualifications

• Completion of a University degree or college diploma in Information Technology, Computer Science, Business Administration, Data Analytics, Information Systems, Business Technology Management or a related discipline, or an equivalent combination of education and experience.
• Minimum three years of progressively responsible experience in technology solutions, automation, reporting, systems coordination, data analytics or related technical functions.
• Experience with Microsoft technologies including Power BI, Power Apps, Power Automate, Copilot Studio, Dataverse, SharePoint and Excel/VBA.
• Experience analyzing business processes and translating operational requirements into technology-enabled solutions.
• Experience with enterprise applications, data integration, reporting environments and technical project coordination.
• Strong verbal and written communication skills with the ability to explain technical concepts to technical and non-technical audiences.

Hourly Rate/Salary: $ 70,807.00 - $ 94,410.00
Hours of Work: 35
Work Location: 950 Burnhamthorpe Rd W
Hybrid Workplace
Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service
Non-Union/Union: Non Union

The City of Mississauga may use artificial intelligence (AI) technology in sourcing and/or screening candidates for some positions; however, it is not used in selecting final candidates.

We thank all who apply, however, only those candidates selected for an interview will be contacted. You can also check your application status in your candidate profile online.

All personal information is collected under the authority of the Municipal Act.

Equity, Diversity and Inclusion
The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve. Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.

Learn more about the City’s commitment to Equity, Diversity and Inclusion.

Accommodations
The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.

If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to recruitment.accommodation@mississauga.ca citing the Job ID and Job Title. This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.