Program Analyst

Company Bio

Legal Aid Ontario employees are committed to making a difference in the lives of our clients.

As an integral partner in the Justice system, working at Legal Aid Ontario is more than just a job. It's an opportunity to help people who need it the most; to ensure each client receives the access to justice afforded to them under the law.

If you are looking for a new challenge in your already meaningful career with a team dedicated to justice, and innovation in a flexible and supportive work environment consider this opportunity below.

Primary function

The Program Analyst plays a key role in strengthening operational effectiveness, advancing enterprise‑wide modernization initiatives, and enhancing service delivery through strategic, data‑driven analysis.

The Program Analyst provides divisional operational policy expertise and program design support to ensure consistency and alignment across operational departments. The role contributes to enterprise initiatives through project planning, operational readiness, and cross‑functional coordination, while also leading departmental efforts to define, enhance, and standardize operational policies, processes, and practices.

Working closely with the Operations Division senior management team, Directors, and cross‑divisional partners, the Program Analyst delivers analytical, project, and implementation support across multiple concurrent initiatives, with a strong focus on continuous improvement, stakeholder engagement, and operational excellence.

Primary Location: Toronto - Provincial Office

Secondary Location: N/A

Reporting to: Director, Operational Policy Management within the Operations Division

Key accountabilities

Divisional Accountabilities

In This Role, You Will

• Coordinate and provide administrative, analytical, and project support for divisional participation in enterprise‑wide initiatives such as, but not limited to:
• CRO/LAO LAW modernization
• CRM replacement
• Contact Centre upgrades
• Support project leads by preparing briefing and decision materials, tracking deliverables, and facilitating effective communication across business units and project teams.
• Support alignment of operational practices across lines of business by gathering information, documenting processes, and coordinating cross‑functional engagement.
• Compile, analyze, and report on program and operational performance data to support:
• Resource allocation
• Process improvement opportunities
• Strategic and operational decision‑making
• Contribute to operational readiness and change management activities, including implementation planning and post‑implementation support.
  
  

Departmental Accountabilities

You will also support departmental priorities through the following areas of responsibility:

Operational Policy and Program Design

• Provide expert operational policy advice to support departmental objectives and enterprise priorities.
• Design, evaluate, and improve certificate program processes to ensure consistency, efficiency, and high‑quality client service.
• Define, document, update, and maintain operational policies, standards, procedures, and practices.
• Provide advice on operational policies and procedures impacting client service delivery within the certificate program.
• Support communication, stakeholder engagement, and liaison activities related to operational policy and process changes.
  
  

Program Analysis and Process Improvement

• Evaluate business processes, identify gaps and improvement opportunities, document requirements, and support implementation of viable change solutions.
• Facilitate ongoing reviews of business processes and develop optimization strategies in collaboration with business partners and subject matter experts.
• Prepare business analysis deliverables, including business requirements and process documentation, based on stakeholder consultation.
• Identify, define, and provide advice on key data requirements and decision points within certificate program business processes.
  
  

Required Skills & Experience

• 3+ years of progressive experience supporting organizational change, with demonstrated success on large and complex initiatives.
• Ability to work effectively with all levels of staff and management and demonstrate professionalism in relationships with internal and external stakeholders.
• Knowledge and experience in business process re‑engineering and continuous improvement methodologies.
• Excellent written and verbal communication, organizational, and presentation skills.
• Strong judgment, problem‑solving, and decision‑making capabilities.
• Ability to manage multiple concurrent priorities, projects, and stakeholders.
• Experience working in agile project environments with cross‑functional teams.
• Strong client service orientation.
• Advanced proficiency with MS Office applications, including MS Project and MS Visio.
• Strong research and analytical skills with the ability to formulate sound management recommendations.
• Highly motivated and able to work independently with minimal supervision.
• Creative, solutions‑oriented, and effective in resolving day‑to‑day operational issues.
• Professional, positive, collaborative team player.
• Flexible and adaptable in a dynamic and evolving environment.
  
  

Final candidates for this position will be required to undergo a criminal record check.

To apply submit a cover letter & résumé.

Only those candidates selected for an interview will be notified by email.

This position is collectively represented by the Ontario Public Service Employees Union (OPSEU) and the successful incumbent will be governed by the provisions of a collective agreement and subject to union dues.

Please note that all applicants are encouraged to provide a valid email address for communication purposes. Applicants may receive written correspondence regarding this job posting directly to the email address provided on their resume or to the one used to set up their Candidate Profile if applying on Njoyn. As an applicant, it is your responsibility to ensure that you check your email regularly.

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Once you have successfully applied you will receive a confirmation email.

Trouble applying? For telephone support please call 1-877-427-7717 or email support: candidate.njoynhelp@cgi.com

Equity Statement

Building a diverse workforce that represents the communities we serve while promoting a safe culture and work environment that dismantles systemic barriers, welcomes fresh perspectives and embraces differences as a priority is a core value at LAO. LAO encourages applicants from equity-seeking groups, including but not limited to individuals who are First Nations, Inuit or Métis, Black and racialized, as well as persons with disabilities, women and members of the 2SLGBTQ+ community.

We recognize the value of equity, diversity and inclusion and are committed to addressing systemic barriers, and prioritizing, attracting and retaining diverse staff. All interested and eligible people will be considered, with due consideration to all protected grounds under the Ontario Human Rights Code.

Legal Aid Ontario values integrity, respect, responsiveness, excellence, independence, accountability, openness and consistency. Our recruitment process reflects our commitment to equity, diversity and inclusion. Accommodations are available throughout the recruitment process as well as during employment at LAO. Please direct any accommodation requests to our recruitment team.