Temporary Senior Analyst, Service Whitby (Anticipated 12 months)

Our team is highly skilled, passionate about our community, and we care. Let’s grow together. Who We Are In Whitby, we are dedicated to our work, our community, and each other. We work hard, we have fun, and we celebrate our successes. The Town of Whitby is a community in transformation that is located in the heart of Durham Region in the eastern Greater Toronto Area. Whitby is the second-largest municipality in the region and one of the fastest-growing communities in Canada. Located on Lake Ontario and only an hour east of Toronto, the population of Whitby is expected to grow from 140,000 to more than 200,000 by 2031. Whitby’s Official Plan has been updated to establish new directions for Whitby’s planned growth and development; the protection of our natural and built environments; urban design intensification; sustainability; community improvement; and, new employment within this time frame. The Town of Whitby combines a small town atmosphere with the sophistication and amenities of a larger urban centre. Whitby boasts two beautiful heritage downtowns, one of the finest recreational harbours with an award-winning marina, year round sports and recreation activities, parks, trails, and a robust arts and culture scene, all of which are part of the extraordinary amenities that Whitby residents enjoy every day. Whitby has an exciting and aspiring future, with a community that is welcoming, growing and transforming. On our team, you can expect to make a difference through your work and have a direct impact on shaping our growing community. Creating an inclusive environment where employees experience job satisfaction and have rewarding careers is important to us. We live our values and foster a culture of collaboration, accountability, respect and engagement where people enjoy coming to work. The Town of Whitby is a hybrid organization. This means staff are empowered to do their best work from various locations, as appropriate for the position. We want to be the preferred employer for the most talented people who care about the Town of Whitby, and are excited and proud to serve our vibrant community. Let’s grow together. What You Will Get To Do The Sr. Analyst, Service Whitby supports the continuous improvement and evolution of the Town’s customer service model by leading analysis and identifying opportunities to modernize service delivery through improved service design, business processes, enabling technology, and service performance – helping to optimize how residents access services across channels. Under the direction of the Senior Manager, Service Whitby, the role serves as a trusted advisor and enterprise analyst, working collaboratively across the organization to support effective operations, improve customer and staff experiences, and support the Town’s long‑term service transformation goals. Major Responsibilities include: Act as a subject matter expert in customer service, applying advanced service, business, and data analysis to identify trends, issues, and opportunities to improve service delivery, efficiency, and the customer experience across the corporation. Provide leadership and advisory support on Service Whitby customer service platforms and enabling technologies, including Microsoft Dynamics 365, supporting implementation, optimization, and ongoing maintenance. Lead system‑wide data stewardship for Service Whitby platforms, including establishing data standards and governance; monitoring and resolving data quality issues; and ensuring the integrity of customer, service, and interaction data to support service delivery, reporting, and analysis. Lead advanced service and business analysis, including documenting current and future‑state processes, assessing customer demand, and supporting the design of digitally enabled service models. Provide timely analysis, reporting, and strategic recommendations on service performance to support decision‑making and continuous improvement. Provide expert advisory support and act as an escalation point for complex, sensitive, or cross‑departmental customer service issues, including front counter escalations from Service Whitby Associates. Develop and maintain customer service documentation, knowledge bases, standards, and learning materials; and provide corporate‑wide guidance, training, and leadership on customer service best practices, technology, and tools. Contribute to cross‑corporate initiatives and partnerships (including external organizations such as The Region of Durham) to advance customer service modernization, digital enablement, and collaborative service delivery, integrating change management best practices. Who You Are You’re a curious, data informed service improvement leader who thrives at the intersection of service design, business process, and enabling technology. You’re motivated by helping customers get what they need efficiently and with confidence, and you bring a strong commitment to delivering seamless, accessible, and equitable customer service that connects with people where they live, work, and explore. You’re at your best when you’re spotting patterns, asking the right questions, and turning insight into action—by improving how services, systems, and information work together to support frontline delivery. You focus on building clear, reliable insights, performance measures, and system foundations that help teams stay informed, consistent, and responsive, and that enable leaders to make evidence-based decisions. You’re comfortable working across the organization, where success depends on aligning people, processes, and technology around shared service outcomes. You stay current with emerging trends and innovations in customer service and can proactively identify opportunities for the Town. You bring strong systems thinking and can translate between operational realities and technical solutions. You enjoy partnering with business teams to improve service delivery, and you’re energized by the ongoing stewardship that makes platforms successful and maintaining knowledge bases that enable accurate information, content currency, and first contact resolution. What You Bring To Our Team As the successful applicant you will possess: A bachelor’s degree, in Business Administration or a related discipline. A minimum of four (4) years of leadership experience in customer service, along with experience providing training, guidance, and making recommendations to senior level staff. A minimum of five (5) years of professional project experience as a Project Manager, Customer Service Analyst, Business Analyst, or similar occupation. A combination of equivalent experience and education will also be considered. Advanced change management skills; certification or designation considered an asset. Demonstrated expertise with enterprise customer service and digital service platforms, including CRM Systems, preferably Microsoft Dynamics 365, knowledge bases, online portals, and Microsoft Office. Advanced business and service analysis skills, including documenting services and processes, assessing customer demand and performance, and supporting future‑state service design aligned with corporate priorities. Strong analytical and reporting skills, with experience developing and communicating customer service metrics, dashboards, and insights to support evidence‑based decision‑making and continuous improvement. Sound understanding of customer service best practices, service design principles, and digital service delivery within a public sector or complex organizational environment. Proven project coordination skills, including supporting workplans, managing competing priorities, and enabling implementation readiness for cross‑corporate initiatives. What We Offer You A comprehensive benefits and pension program to ensure that your total compensation package addresses both your work and life needs. Salary Range/Hourly rate: $113,533.00 - $129,014.00 Hybrid information: Frontline Hybrid Hours: Monday to Friday, 8:30 a.m. to 4:30 p.m., plus additional hours as required. Closing Date: April 28, 2026 Vacancy Statement: Unless specifically stated, all job postings at the Town of Whitby are to fill existing vacancies within our organization. AI Disclosure: The Town of Whitby confirms that artificial intelligence (AI) will not be used in the screening, assessment, or selection process for this position. Our commitment to Inclusion, Diversity, Equity, and Antiracism At the Town of Whitby, we view holistic inclusion as the pathway to achieving healthy relationships, inclusive excellence and fostering a culture where everyone can thrive. We acknowledge our history—the good and the bad, promote social justice and address discrimination and inequities. We strive to create a workplace that encourages you to always bring your authentic self to work. Equal Employment Opportunity Statement The Town of Whitby is an Affirmative Action/Equal Opportunity Employer. Applications from women and minority candidates are strongly encouraged. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law. Accommodation The Town of Whitby is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. We thank all applicants and advise that only those selected for further consideration will be contacted. Personal information provided is collected under the authority of The Municipal Act, 2001 and the Municipal Freedom of Information and Protection of Privacy Act. Want to work with a great team in a great Town? Look no further than Whitby! Once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you! Thanks for your interest in working on our team!! In Whitby, we are dedicated to our work, our community, and each other. We work hard, we have fun, and we celebrate our successes. Our employees are collaborative, accountable, respectful and engaged. We want to be the preferred employer for the most talented people who care about the Town of Whitby, and are excited and proud to serve our vibrant community.