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

ABOUT US

Almost 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 kilometers over nine different municipalities, is as beautiful, interesting and diverse as our people. Local government is organized 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 organizational 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 - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• 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 program continues to grow, and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Program Manager, Customer Service Programs and Data is responsible for extracting, evaluating, analyzing 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, analyzing, interpreting, summarizing, 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