The Business Data Analyst, Client Service Centre (CSC) supports the efficient operation of the CSC, focusing on the activities of the Director and the Senior Business Intelligence Analyst. The Business Data Analyst uses business analysis and data analysis expertise to gather, examine, interpret, evaluate and report on CSC data and processes. This includes having an understanding of the workflow and business processes followed by the departments of the CSC, as well as the data managed by those departments. The Business Data Analyst is responsible for business analysis activities, including process documentation and requirements gathering, as well as data analysis related work such as the provision and analysis of data in response to requests for information from the Executive Director of Client & People Services, the Director (CSC), the CSC management team, other Law Society divisions, Benchers, Committees and Working Groups. The Business Data Analyst facilitates project and task execution as assigned, manages competing priorities, and applies a high degree of professionalism in managing stakeholders and their expectations.
A university degree (preferred) or college diploma in Computer Science, Mathematics, Data Analysis, or a related discipline, coupled with relevant, ongoing education or experience in project management, business analysis, business intelligence, reporting and information systems.
A minimum of 5 years of progressive experience in the fields of business analysis and data analysis, preferably in a legal or regulatory environment, which includes the responsibility of data analysis and reporting, as well as requirements gathering, process redesign and documentation.
Excellent grasp of delivering superior client service.
Knowledge of the rules, regulations and guidelines of the Law Society, Client Service Centre and the business units in the CSC.
Strong interpersonal skills related to needs identification, business process consultation and relationship management at all levels of the organization.
Strong verbal and written communication skills to facilitate meetings, effectively respond to requests for data and statistics, and to share and document information.
Solid understanding of data and analytics.
Knowledge and experience with reporting tools.
Strong understanding of business unit processes, workflows and management control structures.
Speaks in a clear, articulate manner, using audience-appropriate language and terminology, for individual and/or group situations.
Advanced Excel skills: knowledge of pivot tables and VLOOKUP required
Proficiency in word processing (WORD, Adobe PRO), spreadsheets (EXCEL), database software (AS400, Inspector, IRIS, Access), content management platforms (SharePoint), and the internet and intranet.
Ability to conduct complex data analysis and reporting with business intelligence software (IBM Cognos Business Insight Advanced, SAP Crystal Reports).
Solid understanding of technology, particularly application of technical solutions to work processes and procedures.
Ability to perform data reconciliations between multiple platforms with similar data sets to ensure data quality.
Client/Customer Service Planning
Works closely with the Director (CSC), the Senior Business Intelligence Analyst, and the CSC management team to coordinate the planning, allocation and prioritization of resources with respect to CSC operations.
Reviews reports and other documents relevant to data requirements and provides feedback to the Director (CSC).
Independently uses business intelligence software to perform analyses of varying complexity in order to respond to internal and external requests for data/statistics.
Develops working relationships with multiple level contacts from business units within the CSC, IT, and other departments/divisions across the Law Society.
Together with the Senior Business Intelligence Analyst, manages and oversees the UAT testing of complex technology projects, communicates issues, and recommends possible solutions or improvements.
The Business Data Analyst is responsible for providing service to licensees and the public related to CSC processes and data/statistics, and for providing technical support and analysis to the Director (CSC) and members of the CSC management team to ensure timely completion of projects or tasks relating to the CSC.
Client/Customer Service Delivery
Provides effectively, timely responses to internal and external requests/inquiries and leads/coordinates the resolution of concerns relating to CSC data and reports.
Contributes to ongoing continuous improvement activities in the CSC.
Collaborates with all CSC departments and other departments in Client & People Services, and outside Client & People Services, on issues relating to the CSC.
Prepares statistical analyses and reports for the Director (CSC).
Performance Goals, Targets and Standards
Monitors and reports on the achievement of existing performance goals and standards, and assists the Director (CSC) and CSC managers to establish and monitor departmental and CSC goals with respect to quality and timeliness.
Engages in continuous process improvement with respect to the databases and IT systems used in the CSC, tracking and resolving end user issues, identifying and addressing requirements, and managing testing.
Works closely with the managers to implement improvements to system capabilities and work processes with respect to electronic capture and communication of information.
Works with staff across the CSC to coordinate major projects and Law Society initiatives, including ensuring that appropriate test scripts are developed.
Is a key member of the Client Service Centre team and ensures that the activities of the office of the Director (CSC) and the CSC occur in a systematic, coordinated and coherent fashion.
Collaborates with the Director (CSC) and CSC Managers to plan and align operational requirements with electronic and personnel resources.
Works with the Senior Business Intelligence Analyst and the CSC management team to provide support and coordination as required, ensuring that the CSC’s objectives are met.
Collaborates with staff from departments/divisions across the Law Society to complete complex data/statistics requests.
Works with the Senior Business Intelligence Analyst and IT to complete the analysis and data validation of database functions, with respect to the databases and IT systems used in the CSC.
The Business Data Analyst works with the Senior Business Intelligence Analyst to provide leadership to staff in the CSC through guidance, training and problem solving in order for the CSC to provide accurate and timely information to clients accessing the CSC.
The Law Society of Ontario values and respects diversity. We are committed to creating an accessible, barrier-free and inclusive workplace, in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Please make any requirement you may have for a Code-protected recruitment-process accommodation known when contacted. If you are unable to apply to this position due to the requirement for an accommodation of any kind, please email us at .
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