Technical Coordinator, 311

• Supports the integration, enhancement and continuous improvement of enterprise applications and contact centre technologies including Infor Public Sector, ServiceNow, Cisco, NICE, SharePoint, GIS/eMaps and Microsoft cloud solutions.
• Acts as a functional subject matter expert in requirements gathering, testing, system enhancements, upgrades and integrations.
• Investigates system issues, assesses operational impacts and coordinates resolutions with IT, vendors and stakeholders.
• Produces reporting and analytics related to contact centre performance, quality assurance, service delivery and operational priorities.

• Evaluates and implements emerging technologies, automation, analytics and artificial intelligence solutions that enhance service delivery and operational efficiency.
• Develops and supports AI-enabled and knowledge-based solutions using Microsoft Copilot Studio and related technologies.
• Identifies opportunities to improve workflows through automation, analytics and digital innovation.
• Supports technology pilots, proofs of concept and implementation recommendations.

• Coordinates technical initiatives, project deliverables, testing, documentation and implementation activities.
• Provides functional guidance and technical direction to project resources, interns and co-op students.
• Collaborates with business stakeholders, IT, vendors and other partners to support operational requirements and resolve issues.
• Maintains technical documentation, monitors project risks and dependencies, and recommends technology and process improvements.

• Completion of a University degree or college diploma in Information Technology, Computer Science, Business Administration, Data Analytics, Information Systems, Business Technology Management or a related discipline, or an equivalent combination of education and experience.
• Minimum three years of progressively responsible experience in technology solutions, automation, reporting, systems coordination, data analytics or related technical functions.
• Experience with Microsoft technologies including Power BI, Power Apps, Power Automate, Copilot Studio, Dataverse, SharePoint and Excel/VBA.
• Experience analyzing business processes and translating operational requirements into technology-enabled solutions.
• Experience with enterprise applications, data integration, reporting environments and technical project coordination.
• Strong verbal and written communication skills with the ability to explain technical concepts to technical and non-technical audiences.

Hourly Rate/Salary: $ 70,807.00 - $ 94,410.00

Department/Division/Section: CPS/Corporate Services Dept , CPS/Corporate Business Services Division , Customer Service

The City of Mississauga may use artificial intelligence (AI) technology in sourcing and/or screening candidates for some positions; however, it is not used in selecting final candidates.

We thank all who apply, however, only those candidates selected for an interview will be contacted.

You can also check your application status in your candidate profile online.

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The City of Mississauga is committed to creating a respectful and supportive workplace that fosters a culture of equity, diversity and inclusion which broadly reflects the communities and residents we serve.

Throughout the employee life cycle, the City is working to include an EDI lens to attract, retain and support the growth of diverse talent.

Learn more about the City’s commitment to Equity, Diversity and Inclusion.

The City of Mississauga is an Equal Opportunity Employer and is committed to removing barriers in our selection process for people with visible and invisible disabilities.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, the City of Mississauga will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities.

If selected to participate in the recruitment, selection and/or assessment process, please complete the following Accommodation Request Form and have it emailed to recruitment.accommodation@mississauga.ca citing the Job ID and Job Title.

This will inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.