Job Description

Reporting to the 311 Quality Improvement Business Analyst, the 311 Knowledge Management Liaison (KML) is responsible for researching, analyzing, gathering, and organizing knowledge and building technical scripts, which provides the knowledge base needed by the Customer Service Representatives to be able to effectively respond to the large variety of information and service requests received. This role is a key liaison between 311, Business Technology Services, and the Departments for developing and maintaining the City-wide 311 system. In addition, the KML is responsible for maintaining overall functionality of the knowledge search tool within the VERINT Customer Relationship Management (CRM) System, and provide analysis and recommendations for improvement.

As the •311 Knowledge Management Liaison (Bilingual) ,• you will:

• Research, analyze, gather and build data and scripts required for the VERINT system according to established guidelines.
• Conduct business analysis to improve 311 and department processes and operational efficiencies associated with 311.
• Work individually and/or with other stakeholders to document the processes, policies, and procedures related to the knowledge base which includes CSR script requirements.
• Gather, organize, and prepare data for entry into the CRM system.
• Review all documented processes, policies, and procedures to ensure compliance and identifying areas of improvement.
• Liaise between 311, Business Technology Services, and the Departments to develop and maintain the Customer Relationship Management System (CRM).
• Provide first level of contact between the department and the 311 operations to research, resolve and communicate escalations on performance inquiries and reports.
• Maintain overall functionality of the knowledge search tool, and provide recommendations for improvement.
• Work as a team with other 311 staff to enhance the overall functionality of service delivery.

Your education and qualifications include:


• Grade 12


• Post-secondary training in communication, business, or a related discipline with an emphasis on research, analysis or business process reengineering, or a combination of education and experience assessed as equivalent.


• Minimum of three (3) years' experience in a business/administrative operational customer support role.


• Minimum of one-year experience in process mapping/business process analysis.


• Experience in developing and testing operational systems (i.e. customer relations management (CRM) system).


• Experience in project management.


• Extensive knowledge of Microsoft Office Suite products.


• Excellent written communication skills.


• Excellent verbal communication skills.


• Excellent group facilitation skills.


• Strong problem solving and problem resolution skills.


• Excellent organizational and prioritization skills.


• Excellent time management skills.


• Strong technical aptitude with ability to learn and adapt to a variety of technical tools.


• Ability to create written documentation for targeted audiences, including scripts and business flows.


• Ability to work with a wide variety of people and stakeholders in a changing environment.


• Ability to establish and maintain effective respectful working relationships with staff at all levels.


• Ability to work independently and in a team environment.


• Ability and willingness to work varied hours as required.
• IMPORTANT : Applicants who have been educated outside of Canada must have education which is comparable to the minimum qualification in Canada. Applicants submitting foreign credentials require an official academic assessment report issued by a recognized Canadian assessment service https://www.canalliance.org/en/ at application.

Conditions of employment:

• The successful applicant must maintain legal eligibility to work in Canada. If the successful applicant possesses a work permit, it is their responsibility to ensure the permit remains valid.
• A Police Information Check satisfactory to the employer will be required from the applicant or successful candidate, at their expense.
• Must be able to communicate (verbal & written) fluently in French and English