Job ID #31752: Business Relationship Specialist

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31752: Business Relationship Specialist
• Union: Non-Union
• Job Description ID #: 7702
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on March 4, 2026. 
• Duration: 24 months
• Vacancy type: This posting is for an existing vacancy 
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
  

SUMMARY OF DUTIES 

Reporting to the Business Relationship Manager (BRM), the Business Relationship Specialist is responsible for providing support to a client portfolio which includes intake and management of technology needs, support of the IT strategic deliverables, and identification and implementation of continuous improvement initiatives. The position will be responsible and accountable for managing incident reporting and resolution for their assigned Client portfolio. They communicate best practices, standards, and policies as well as provide training and documentation to effectively utilize City standard technology.

This role will work closely with the Corporate Services and Healthy and Safe Communities teams, providing dedicated support to the IT Business Relationship Manager for this portfolio. Familiarity with the business processes, strategies, and supporting technologies for these business areas would be considered an asset. 

GENERAL DUTIES 

• Cultivates, supports and maintains strong relationships with client group, demonstrating knowledge and understanding of their priorities, and desired outcomes.
• Identifies opportunities to apply IT services and technologies in order to meet the needs of the client group through service delivery excellence.  
• Acts as an IT process expert to advise and provide relevant solutions to the client group. The Business Relationship Specialist will provide next steps and direction to assist the client group in accessing appropriate services offered from the IT Division.
• Effectively communicates with client group to explain potential options for issue resolution and intended solution.
• Collaborates with IT teams to ensure process and system knowledge is up to date to be able to provide client groups with viable options.
• Serves as point of escalation to investigate concerns and complaints relating to IT processes and service delivery, documenting and reporting findings to senior leadership including key service metrics and recommendations.
• Collaborates with IT leadership and coordinate the resolution of requests and issues for their client group.
• Work with the Business Partnership and Strategy team to be aware of asks and opportunities throughout the organization. Regularly collaborate with peers and other IT staff to review technology portfolios and identify business requirements and/or solutions that may present opportunities for synergies and/or shared solutions.
• Prepares dashboards and reporting summaries for their Client portfolio - highlighting progress on initiatives, measures of success and providing visibility to the broader portfolio of IT work and key impacts. .
• Manages the intake of service requests and projects through to resource assignment for their assigned Client portfolio.
• Develops and maintains business relationships with the leadership and users with their assigned Client departments.
• Demonstrates high level of confidentiality and integrity, in compliance with all City policies, in dealing with the devices and sensitive information.
• Acts on behalf of Business Relationship Manager in their absence as required.
• Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Perform other duties as assigned which are directly related to the responsibilities of the position.

QUALIFICATIONS 

1. University Degree in field of Computer Science, Information Systems, or equivalent with a minimum of five (5) years of relevant client-facing experience in the field.
2. Passion for delivery and customer satisfaction which is demonstrated through critical thinking, evaluation and analytical skills and the ability for visioning and strategic thinking.
3. Highly client focused facilitation, communication, presentation, interpersonal and organization skills, with demonstrated experience working with senior business and IT stakeholders.
4. Excellent oral and written communication skills with the ability to present complex facts, information and explanations to senior leaders, members of Council and various audiences.
5. Excellent interpersonal skills and ability to build trusted working relationships and effectively collaborate with colleagues and stakeholders to build consensus and provide sound judgement.
6. Demonstrated investigative and problem-solving skills along with excellent documentation and report writing ability.
7. Demonstrated organization and project coordination skills, ability to manage competing priorities and work with tight deadlines.
8. Knowledge of the City and IT departmental strategies, goals and technologies preferred.
9. Knowledge of applicable data privacy practices and regulations.
10. Knowledge across multiple technology areas and business segments relevant to the City’s strategic plan.
11. Understanding of business concepts in a Municipal environment.
12. Flexible availability with on site, evening, weekend and holiday work may be required.

NOTE 1:
As a condition of employment, the successful applicant(s) will be required to achieve a
satisfactory Criminal Record and Judicial Matters Check (CRJMC).

NOTE 2: 

As a condition of employment, the successful applicant(s) will be required to undergo a Social Media Background Check which will be conducted by Human Resources. This report must meet the employer’s satisfaction to proceed with employment.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.