ABOUT THE ROLE
TPA is seeking a Business Analyst who is passionate about improving customer experiences, optimizing business processes, and supporting strategic initiatives across Toronto's municipal parking network. This role combines business analysis, operational improvement, stakeholder engagement, customer experience, and data-driven decision making to help shape the future of parking services in Toronto. Reporting to the Senior Specialist, Parking Development, the Business Analyst will play a key role in delivering projects that improve customer experience, operational effectiveness, and business performance of TPA’s parking solutions. Working closely with Operations, IT, Finance, and external partners, this role will support the evaluation, implementation, user-acceptance testing, optimization, and reporting of innovative parking solutions.
The successful candidate will gain exposure to strategic initiatives and develop a broad understanding of how business objectives, customer behaviour, operational performance, stakeholder engagement, and technology intersect to support TPA's long-term success. If you enjoy solving business problems, improving customer experiences, and working with stakeholders to deliver meaningful operational change, we encourage you to apply.
KEY RESPONSIBILITIES
Project Delivery and Coordination-
Support the planning, coordination, implementation, and closeout of parking initiatives, digital transformation, customer experience, and operational improvement projects.
- Coordinate project activities across multiple stakeholders, including Operations, IT, Finance, Customer Experience, vendors, contractors, consultants, and external partners.
- Track project schedules, deliverables, milestones, budgets, risks, issues, and dependencies to support successful project delivery.
- Prepare project status reports, dashboards, presentations, and recommendations for management and project stakeholders.
- Support procurement, vendor onboarding, implementation planning, and contract administration activities related to operational projects.
- Assist with project documentation, decision logs, meeting minutes, action tracking, and project governance requirements.
Business Analysis & Support
- Gather, document, analyze, and validate business and operational requirements for parking solutions, digital platforms, and customer-facing solutions.
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Collaborate with stakeholders to translate operational needs into business requirements, process improvements, and technology solutions.
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Support the implementation and integration of parking systems, mobile applications, payment technologies, reporting tools, and related platforms.
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Participate in process mapping, workflow reviews, and business analysis activities to identify efficiencies and service improvements.
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Assist in evaluating how parking solutions support operational objectives, customer needs, revenue generation, and long-term organizational goals.
Customer Experience & Service Enhancement-
Support initiatives aimed at improving the end-to-end customer experience across physical and digital parking channels.
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Analyze customer feedback, complaints, service requests, operational data, and user behaviour to identify trends and improvement opportunities.
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Participate in customer journey mapping exercises and service reviews to identify pain points and opportunities to enhance convenience, accessibility, and service delivery.
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Collaborate with internal teams to ensure customer needs are considered throughout project planning, implementation, and evaluation.
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Support the development and monitoring of customer experience metrics, adoption measures, and service performance indicators.
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Assist in the implementation and evaluation of innovative customer-focused solutions that enhance the parking experience.
Testing & Quality Assurance-
Support user acceptance testing and validation activities to ensure business and customer requirements are met for parking systems, mobile applications, payment platforms, and backend technologies.
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Coordinate testing activities with vendors, developers, IT teams, and business users to validate functionality, performance, and customer experience requirements.
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Conduct field testing and site reviews of parking solutions, including parking equipment, payment systems, sensors, wayfinding tools, and digital services.
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Document defects, issues, and enhancement opportunities; track resolution and validate system fixes prior to deployment.
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Support implementation activities and post-launch evaluations to ensure solutions meet business, operational, and customer expectations.
Data Analysis & Reporting
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Collect, analyze, interpret, and synthesize operational, project, financial, and customer-related data.
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Develop reports, dashboards, KPIs, and performance metrics that provide actionable insights for business and project stakeholders.
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Monitor project performance, service outcomes, customer adoption, and operational effectiveness, identifying trends, risks, and opportunities for improvement.
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Evaluate contractor, vendor, and service provider performance using quantitative analysis, KPI frameworks, and service levels.
QUALIFICATIONS-
Post-secondary diploma or degree in Business, Engineering, Planning, or a related field or equivalent combination of education and experience.
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3+ years of experience in business analysis, project coordination, operations, or other related roles.
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Experience supporting operational improvement, customer experience, service delivery, business transformation, process improvement, or technology-enabled business initiatives.
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Experience facilitating stakeholder engagement, including user acceptance testing (UAT), requirements gathering, business process analysis and mapping, and project documentation.
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Strong analytical abilities with demonstrated experience translating data into business insights and recommendations.
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Demonstrated ability to analyze and synthesize complex information, identify trends, and provide actionable recommendations.
- Strong ability to gather, document, and communicate business requirements while translating them into clear information for technical teams and business stakeholders.
- Strong Excel and PowerPoint skills.
- Experience with Power BI, SAP, or similar reporting tools is considered an asset
- Knowledge of parking technologies, payment systems, smart city solutions, or transportation-related technologies is an asset.
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Valid G driver’s license with access to a vehicle for site visits.
Skills & Attributes:-
Strong project coordination, organization, and time-management skills, with the ability to manage multiple priorities.
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Analytical and strategic thinker with strong problem-solving capabilities.
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Ability to understand and connect customer needs, business requirements, operational objectives, and technology solutions.
- Strong business acumen and an interest in understanding the broader strategic drivers of organization success.
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Excellent written, verbal, presentation, and stakeholder management skills.
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Detail-oriented with strong documentation, reporting, and analytical skills.
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Self-motivated and capable of working independently and collaboratively across diverse teams.
- Customer-centric mindset with a passion for improving service delivery, customer experience, and operational excellence.
JOB INFORMATION
Vacancies: 1 Position
Salary Range: $58,707 - $70,000
AI may be used as a support tool in our hiring process. All final decisions are made by trained staff.
About the Toronto Parking Authority
Toronto Parking Authority (TPA) is the largest municipal parking operator in North America, third largest bike share operator and largest operator of municipally owned EV charging in Canada. At the Toronto Parking Authority, we aspire to create a seamless customer experience that delivers on choice, ease, and speed through the City. We are proud to be a major strategic asset for the City in supporting Toronto’s Mobility goals. Our advancements, such as enhancements to the Green P app, the expansion of Bike Share Toronto and establishment of a new systems operating centre reflect our commitment to innovation and service excellence.
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