Job Description

WHO WE ARE

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

WHO YOU ARE

The ideal candidate would work on the Operational Improvement team and bring strong experience with CCaaS technology implementation and business process analysis. They would partner with Operations and Technology Services to analyze business processes and applications, identify gaps & areas for improvement, shape recommendations to drive efficiencies, and ensure system configurations and resulting business processes are aligned.

In addition, the Process and Systems Analyst may lead or support configuration, user acceptance testing, delivery and adoption of approved changes.

This role works at the intersection of people, process, and technology to bring a focus on continuous improvement to our Operations processes and procedures.

WHAT YOU WILL DO

• Collaborate with cross-functional teams to gather and document business & technical requirements for new technologies. Elicit, analyze, document, and validate business requirements, processes and business applications to support continuous improvement. Determine data collection methods, collect data & analyze results to develop improvement recommendations.
• Collaborate with vendors and third-party service providers to ensure seamless integration and smooth operation of contact center technologies. Facilitate and/or assist with system and vendor selection processes and support subsequent related activities, including onboarding, implementation, and sustainment
• Work with IT and business teams to design, develop, and test CCaaS, Workforce Management and other technology solutions that meet business requirements. Lead user acceptance testing for CCaaS and other technology implementations while facilitating defect and issue management & resolution with third party vendors
• Lead and/or assist with the creation of project artifacts like business cases, schedules, and reporting. Lead \'due diligence\' efforts for project planning and estimating and vendor or product selection. Assist and support project teams and business representatives throughout projects. Support change management for process improvements and technology implementations to effectively manage stakeholder engagement and change adoption. Develop criteria, scenarios, and scripts to support system and user testing.
• Ensure alignment with internal and external stakeholders on operational improvements for new or revised policies, processes or technologies. Provide guidance and support to end-users on new processes, policies and system functionality in collaboration with Training team. Create and maintain user guides, manuals and other change management-related materials

WHAT YOU BRING

• Minimum of five years of experience in a related Process and Systems Analyst role
• Bachelor\'s degree in a business, computer science, or technology-related discipline, or a combination of education, training and relevant experience
• Experience implementing a Contact Centre as a Service (CCaaS) solution
• Strong IT understanding and experience in Contact Centre technologies which may include IVR systems, ACD, CTI, call routing, workforce management, quality monitoring & reporting

Demonstrated experience completing process and systems analysis within a complex environment including gaining an understanding of:

\xc2\xb7 Rules, regulations, policies and procedures governing the work

\xc2\xb7 Applications, methods and practices related to the operation and administration of the systems or equivalent enterprise system applications related to the work performed

\xc2\xb7 Problem definition and solution techniques applicable to the work performed

\xc2\xb7 Information systems methods, techniques and equipment used in the work

\xc2\xb7 Knowledge of the functions of departments and agencies served and their requirements in relation to computer operations

Experience with both on premise and cloud-hosted solutions and Smartsheet (our project management solution) is an asset

An understanding of various methodologies and frameworks like ITSM, SDLC, ITIL, change, quality, and Agile and waterfall methodologies is an asset

Excellent presentation, and written and verbal communication skills with the ability to communicate with all levels of the organization

Strong project management skills, including strong proficiency in:

\xc2\xb7 Methods, techniques, tools and software applicable to leading projects, estimating resources, and preparing project schedules

\xc2\xb7 Research, analysis, assessment and documentation of a variety of data and information

\xc2\xb7 Leadership in project planning and implementation, anticipate and analyze problems, and develop and recommend solutions

SECURITY REQUIREMENTS:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is 5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

WHAT WE OFFER

\xc2\xb7 Meaningful work - work with a sense of purpose, supporting the public and first-responders.

\xc2\xb7 Competitive salary - with the opportunity for increases.

\xc2\xb7 Generous vacation plan.

\xc2\xb7 Earned Time Off - eligibility to participate in our Accumulated Time-Off Program.

\xc2\xb7 Excellent extended health and dental benefits.

\xc2\xb7 Employee Savings Plan - employer matched contributions to a savings account.

\xc2\xb7 Pension - employer matched contributions to Municipal Pension Plan, a defined benefits plan.

\xc2\xb7 Career development - we are supportive in developing your skills while pursuing your career at E-Comm.

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

JOB DETAILS

\xc2\xb7 Number of positions: Minimum of One (1)

\xc2\xb7 Job status: Regular Full-Time

\xc2\xb7 Hours of work: Monday to Friday, 40 hours per week

\xc2\xb7 Wage/Salary: PG 29 | $50.30 to $59.51 hourly; $104,624 to $123,780 annually (2023 rates)

\xc2\xb7 Employee Group: CUPE, Local 8911

\xc2\xb7 Department: Operations

\xc2\xb7 Location: E-Comm Lower Mainland (3301 Pender Street, Vancouver, BC)

\xc2\xb7 Selection Process: the successful candidate will be selected after completion of a panel based interview

\xc2\xb7 CLOSING DATE FOR APPLICATIONS: Thursday, August 10, 2023 @ 11:59pm Pacific Time

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email

E-Comm 9-1-1