IT Business Analyst, CRM Replacement (2-year contract)

About the City of Markham

The City of Markham is consistently ranked among Canada's top municipal employers. In 2026, the City received its sixth consecutive Canada's Best Employers recognition from Forbes and Statista Inc., placing third among municipalities and 15th overall in Government Services. An award winning municipality, Markham is recognized for its leadership in sustainability, innovative urban planning, and strong fiscal management. Serving a diverse and growing community of more than 370,000 residents, Markham combines rich heritage with a vibrant local economy and offers employees the opportunity to contribute to meaningful, impactful work that helps strengthen the community we serve.

About the Role

This is a 2-year contract position in the Information Technology Services Department, Corporate Services Commission. Reporting to the Manager of IT Project Delivery, this position is responsible for determining operational objectives by studying business functions, gathering information, identifying problems, evaluating options and recommending solutions to improve the quality of City of Markham services.

This position gathers user requirements from multiple business areas and develops them into recommended solutions that are in the best interest of the city. It formalizes business processes and constructs functional requirements for the basis of an RFx. The role assists with or leads the implementation of approved process improvements, creation and execution of solution testing using project management methodology to document processes, functionality, and timelines.

Key Duties and Responsibilities

• Lead business analysis activities to support the migration from legacy systems to Microsoft Dynamics CRM, including requirements gathering, process mapping, and solution validation.
• Gather business and technical requirements using multiple elicitation techniques including interviews, document analysis, interface analysis, prototyping, brainstorming and observation.
• Facilitate design sessions with business and technical teams to define solutions.
• Author project documents including business requirements, functional design, estimates and quality assurance, process flows, use cases and project plans.
• Work in conjunction with project managers and Business Unit (BU) Project Managers and business analysts to create and execute detailed test plans and coordinate with appropriate business units, vendors and application team members.
• Manage risks, assumptions and constraints for requirements and communicate them to various stakeholders in coordination with project manager and project teams.
• Perform gap analysis to identify and recommend areas of process improvement in active collaboration with internal and external clients.
• Successfully engage in multiple initiatives simultaneously.
• Deliver informative and well-organized presentations and showcases to partners at critical junctures in the project lifecycle.
• Identify potential issues related to the solution and project execution and ensure they are addressed.
• Ensure that solution features and functions align with the project objectives and requirements.
• Work with vendors and internal ITS team to configure and setup systems.
• Analyze city-wide business challenges and identify opportunities where IT solutions can deliver value.
• Collaborate with IT Project Managers, Department Heads, Departmental Subject Matter Experts (SME) and enterprise architects to ensure proposed solutions align with enterprise architecture and strategic priorities.
• Support business cases and feasibility studies to inform investment decisions, which sometimes involves conducting surveys.
• Prepare reports and briefings for various stakeholders and audiences across the city.
• Facilitate and/or lead User Acceptance Testing (UAT) efforts, which may involve writing UAT scripts, training testers, coordinating testers and verifying UAT scripts.
• Provide information that feeds into IT Project Manager's reports and presentations to Steering Committees and cross-departmental Advisory Committees on enterprise projects.
• Participate in Request for Proposals (RFP), Request for Clarification (RFC), and evaluations for either enterprise solutions or system integration partners.
• Lead smaller IT initiatives independent of an IT Project Manager inclusive of all aspects up to and including Statement of Work (SOW) and Service Level Agreement (SLA) development, coordination of resources with resource owners and BU's, reporting of project progress and financial adherence.
• Create and maintain standards and templates for consistent execution of proper project documentation.

Minimum Qualifications

• Undergraduate Degree in Computer Science or related discipline.
• At least 3 years of experience as a Business Analyst; experience in the public sector preferred.
• Completion of a satisfactory Criminal Record Check as determined by the City of Markham.
• Business Analyst Certification (BABOK) is recommended.
• Project Management Professional (PMP) or equivalent is an asset.
• ITIL Certificate is considered an asset.
• Agile Certification is considered an asset.

Required Skills and Knowledge

• LEAN, BABOK or other process requirements or process improvement certifications is an asset.
• Ability to keep up with emerging trends in IT (cloud computing, AI, cybersecurity, digital identity) and apply relevant insights to local context.
• CRM implementation experience an asset, preferably with Microsoft Dynamics 365.
• Commitment to continuous professional development and learning, including attending conferences, workshops, and certification programs.
• Strong analytical thinking and ability to synthesize complex business needs into actionable IT requirements.
• Proficiency in business process modeling tools (e.g., Visio, BPMN, UML, Figma).
• Proficiency in management tools (e.g., JIRA, Confluence).
• Knowledge of systems development lifecycle (SDLC), Agile, and Waterfall methodologies.
• Exceptional written and verbal communication skills tailored to both technical and non-technical audiences.
• Experience working with or within public sector organizations and understanding of government operational and regulatory environments.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Demonstrated project management expertise through planning and managing projects of increasing size and complexity.
• Successful implementation of projects from project initiation, through to planning, implementation and evaluation.
• Ability to work effectively and collaboratively in cross-functional teams and demonstrate a strong customer service orientation.
• Successful track record of conflict management experiences.
• Advanced skills in Microsoft Project, PowerPoint, Excel and Visio.
• Demonstrates good judgment and makes sound decisions.
• Shows commitment to personal growth, development, and leadership opportunities.
• Proven written and verbal communication skills with the ability to communicate with honesty, openness, respect, and trust.
• Takes initiative to participate in a culture of learning, mentoring, and sharing.
• Contributes to building and being a part of a positive culture.

Core Behaviours

• Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.
• Change & Innovation: Responds positively and professionally to change and helps others through change.
• Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.
• Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.
• Accountable & Results Oriented: Demonstrates ethical behavior and accountability, aligns with City values, and abides by relevant policies and legislation.
• Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

How to Apply

Applications are now being accepted. Please submit your cover letter and resume online at www.markham.ca/careers by July 2, 2026.

Additional Information

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require accommodation and we will work with you to ensure a barrier free hiring process.

Please respect our scent free area by not wearing scented products when visiting the office.

As a condition of employment, you will be required to provide a satisfactory Criminal Record and Judicial Matters check.

At the City of Markham, we value transparency and fairness in recruitment. While our system (ADP Workforce Now) includes AI-powered features, we do not use AI to screen, assess, or select applicants. All evaluations are conducted by people.