Process Documentation Specialist (2-Year Contract)

Department and Commission: Information Technology Services, Corporate Services
Affiliation: Non-Union
Vacancy Type: New vacancy
Posting Date: October 29, 2026
Application Deadline: November 12, 2026

About the City of Markham

The City of Markham is consistently ranked among Canada’s top municipal employers. In 2026, the City received its sixth consecutive Canada’s Best Employers recognition from Forbes and Statista Inc., placing third among municipalities and 15th overall in Government Services. An award-winning municipality, Markham is recognized for its leadership in sustainability, innovative urban planning, and strong fiscal management. Serving a diverse and growing community of more than 370,000 residents, Markham combines rich heritage with a vibrant local economy and offers employees the opportunity to contribute to meaningful, impactful work that helps strengthen the community we serve.

Join us and make a lasting difference!

Applications are now being accepted for the above temporary full time position (2 year contract) in the Information Technology Services Department within the Corporate Services Comission. To apply, please submit your cover letter and resume on-line at www.markham.ca/careers November 12, 2026.

Please note that there are two (2) vacancies available as part of this competition.

Job Summary

Reporting to the Manager, IT Project Delivery, the Process Documentation Specialist is responsible for analyzing, documenting, and standardizing end-to-end business processes and system workflows across City operations, and for supporting change management activities that prepare staff to adopt new processes and systems. The position works with business subject matter experts, project teams, Information Technology Services, the ERP Program Change Management Lead, and vendors to assess role-based change impacts and create clear, accurate, and usable process maps, standard operating procedures (SOPs), work instructions, job aids, training manuals, and change communications. The role captures system steps and screenshots, validates documentation with process owners, maintains version control, and supports stakeholder engagement, knowledge transfer, end-user training, and user readiness and adoption through go-live and sustainment

Key Duties and Responsibilities

• Plan and facilitate process discovery sessions, interviews, workshops, and observation activities with business process owners, subject matter experts, project teams, and vendors.
• Document future-state business processes, system workflows, roles, hand-offs, decision points, controls, inputs, outputs, exceptions, and dependencies
• Develop clear process maps and workflow diagrams using standard notation and tools such as Microsoft Visio, swim lanes, and decision flows.
• Create and maintain standard operating procedures (SOPs), desktop procedures, work instructions, quick-reference guides, job aids, knowledge articles, and role-based training manuals.
• Capture, edit, label, and organize system screenshots and step-by-step instructions to accurately reflect Workday HCM, Workday Finance application processes.
• Apply approved templates, naming conventions, accessibility practices, document standards, metadata, and version-control requirements.
• Validate documentation through walkthroughs with process owners and end users; incorporate feedback and obtain documented approval before publication.
• Maintain a documentation inventory, traceability, review schedule, change history, and repository structure to ensure materials remain current and easy to locate.
• Identify inconsistent, duplicate, outdated, or missing process documentation and recommend opportunities for standardization and continuous improvement.
• Work with project managers, business analysts, change management, training, functional leads, and technical teams to align documentation with project milestones, configuration, testing, deployment, and operational readiness.
• Support role-based change impact assessments and translate impacts into the job aids, training, and communications each end-user role requires.
• Support Workday releases, configuration changes, enhancements, and post-production updates by completing impact assessments and updating affected procedures and training materials.
• Develop role-based learning content and support knowledge-transfer sessions, demonstrations, train-the-trainer activities, and end-user training as required.
• Manage multiple documentation assignments and priorities while meeting quality, confidentiality, accessibility, and schedule expectations.
• Establish and maintain documentation standards, templates, style guides, review checklists, screenshot conventions, approval workflows, and repository practices.
• Perform documentation quality assurance to verify completeness, accuracy, consistency, readability, accessibility, and alignment with approved business processes and system functionality.
• Coordinate periodic reviews with document owners and track revisions arising from policy, process, organizational, or system changes.
• Provide advice and coaching to project and business teams on process mapping, procedure writing, and sustainable documentation practices.
• Prepare documentation status updates, risks, issues, and completion metrics for project managers and governance forums.

QUALIFICATIONS/REQUIREMENTS

• College Diploma in Computer Science, Business Administration, Business Process Management, Technical Communication, Information Systems, Human Resources, Finance, Education, or a related discipline, or an equivalent combination of education and experience.
• Minimum of three (3) years of progressively responsible experience in change management, training development, technical writing, end-user documentation, or a related field.
• Change management certification, such as Prosci Certified Change Practitioner or Association of Change Management Professionals (ACMP) Certified Change Management Professional (CCMP), is preferred.
• Business analysis certification or formal training aligned with the Business Analysis Body of Knowledge (BABOK) is an asset.
• Project Management Professional (PMP) certification or an equivalent project management designation is an asset.
• Certified Business Analysis Professional (CBAP) or Certification of Capability in Business Analysis (CCBA) designation is an asset.
• Business Process Management (BPM) certification or formal training is an asset.
• Lean Six Sigma certification or formal training is an asset.
• Experience supporting or contributing to enterprise resource planning (ERP) implementations, particularly within Human Resources and/or Finance systems.
• Experience supporting system implementations within the public sector is an asset.
• Knowledge of change management methodologies and frameworks, such as Prosci ADKAR.
• Exceptional written and verbal communication skills, with the ability to translate for both technical and non-technical audiences.
• Strong organizational skills and attention to detail, with the ability to manage competing priorities
• Ability to work independently, exercise sound judgment, and handle confidential and sensitive information with discretion.
• Strong customer service orientation
• Proficiency in business process modelling and documentation tools, such as Microsoft Visio and Business Process Model and Notation (BPMN).
• Proficiency in project and knowledge management tools, such as Jira and Confluence.
• Knowledge of the systems development life cycle (SDLC), Agile, and Waterfall methodologies is an asset.
• Experience working within public sector organizations, with an understanding of government operations, policies, and regulatory environments, is an asset.

Core Behaviours

Service Excellence: Meets or exceeds service standards when interacting with customers in the community and in the organization.

Change & Innovation: Responds positively and professionally to change and helps others through change.

Teamwork & Relationship Building: Interacts with others in an inclusive, collaborative and respectful way that creates effective working relationships.

Communication: Communicates in a clear, professional and respectful way; demonstrates active listening.

Accountable & Results Oriented: Demonstrates ethical behaviour and accountability, aligns with City values, and abides by relevant policies and legislation.

Management & Leadership: Demonstrates self-management, professionalism and engagement; leads by example.

Core Values

At the City of Markham, our work is guided by a shared set of core values that shape how we serve our community and support one another.

Service Excellence: the consistent delivery of high-quality efficient and customer-centric service that exceeds expectations.

Accountability: our obligation to be responsible and accountable for our actions, decisions and performance.

People-Focused: putting people first.

Trust: the confidence we place in each other to act with integrity and fairness.

Innovation: Investing in each other and the way we deliver our programs and services.

We are looking for candidates who bring these values to life through their actions, decisions, and leadership approach.

Working Conditions

Work is performed primarily in an office environment and may include the following working conditions:

• Hybrid work arrangement

Conditions of Employment

Satisfactory completion of a Criminal Record and Judicial Matters Check, in a form acceptable to and approved by the City.

AI Disclosure

At the City of Markham, we value transparency and fairness in recruitment. While our system (ADP Workforce Now) includes AI-powered features, we do not use AI to screen, assess, or select applicants. All evaluations are conducted by people.

The City of Markham is committed to inclusive, accessible and barrier free employment practices and to creating a workplace that reflects and supports the diversity of the community we serve. Please let us know if you require accommodation and we will work with you to ensure a barrier free hiring process.

Please respect our scent free area by not wearing scented products when visiting the office.