Service Management Analyst Jobs in Kitchener, ON

Program Analyst

About OSCIA

The Ontario Soil and Crop Improvement Association (OSCIA) is a unique not-for-profit farm organization whose diverse membership has a significant presence in all agricultural areas of the province and across all major sectors. The mission of OSCIA is to facilitate responsible economic management of soil, water, air and crops through development and communication of innovative farming practices. OSCIA is a leader in agricultural program delivery, including cost-share funding distribution, educational workshop offerings for farmers, and administration of on-farm applied research and knowledge transfer opportunities.

Job Summary

ThePrograms Analyst supports OSCIA's delivery of cost-share, educational, and programming by reviewing and processing applications and claims, supporting program development and reporting, and assisting with data management and stakeholder engagement. This role contributes to effective program administration and provides responsive, professional customer service to Ontario farmers and program partners.

Key Responsibilities & Duties

Program Delivery Support

• Support the development, delivery, reporting, and evaluation of educational and cost-share programs for Ontario farmers.
• Support the development of communication and promotional program materials.
• Coordinate/facilitate discussions and meetings with internal staff and external stakeholders (e.g. academia, conservation authorities, farmers, etc.).
• Support agreements with project stakeholders and partners, including work agreements and data management/sharing agreements.
• Support the execution of special projects, as assigned, to help ensure the effective delivery of cost-share programs.

Administration & Reporting

• Review, evaluate, and process cost-share applications and claims from Ontario farmers using internal data management systems.
• Support data management, tracking, and reporting of performance measures and program deliverables for cost-share programs.
• Maintain accurate documentation and records to support internal reporting and compliance requirements.
• Assist with internal tracking systems and reporting tools to support program outcomes and continuous improvement.

Customer Service & Farm Community Support

• Provide high-quality customer service to Ontario farmers by responding to inquiries in a timely, accurate, and professional manner.
• Support producers by providing clear guidance on OSCIA program requirements, eligibility criteria, and application/claim processes.
• Support resolution of farmer issues or concerns by coordinating with internal teams and escalating matters as required.
• Promote a positive farmer experience through proactive communication and consistent support.
• Other duties as assigned.

Performance Metrics

• Accuracy & Compliance:Accuracy and completeness of application and claim reviews, including adherence to eligibility requirements and documentation standards.
• Timeliness: Timeliness of processing applications and claims in alignment with program service standards and internal deadlines.
• Reporting Quality: Quality and consistency of program reporting, data tracking, and documentation.
• Deliverables Achievement: Achievement of assigned program deliverables and reporting milestones as outlined in funding agreements.
• Customer Service: Responsiveness to farmer inquiries and stakeholder requests, including professionalism and customer service quality.
• Continuous Improvement: Contribution to continuous improvement initiatives, including identification of efficiencies and process enhancements.
• Communications Support: Effectiveness in supporting communications and promotional material development to increase program awareness and participation.

Qualifications & Skills

• Education: Post-secondary education in an agricultural or environmental-related field (e.g., soil science, animal biology, agronomy, agricultural business, resource management, geography).
  
• Years of Experience: Minimum 1-3 years of industry experience, preferably based in Ontario.

Specific Experience:

• Strong understanding of agriculture, environmental and economic farm sustainability, biosecurity, soil health and water quality, and best management practices in Ontario
• Practical farm experience is an asset.
• Excellent communication skills, including ability to communicate directly with producers via phone and email, social media, and report writing.
• Strong organizational skills and proficiency in computer programs including WordPress, Microsoft Word, Excel, and PowerPoint.
• Ability to work independently and cooperatively in a team environment, consistently producing quality work and meeting deadlines under competing priorities, changing dynamics, and differing programs.
• Ability to work through periods of high administrative and reporting requirements while remaining innovative and creative and seeking opportunities for improvement.
• Excellent problem-solving and critical thinking skills.
• Experience with data analysis software and GIS is an asset.
• French language skills are an asset.

Knowledge, Skills & Abilities (KSAs)

Knowledge:

• Knowledge of Ontario agriculture, environmental stewardship, and best management practices related to soil health and water quality.
• Understanding of cost-share programming, applied research initiatives, and program evaluation concepts.

Skills:

• Strong analytical and administrative skills with attention to detail and accuracy.
• Effective written and verbal communication skills with ability to support farmers and stakeholders professionally.
• Strong organizational and time management skills with ability to manage competing priorities and deadlines.
• Proficiency in Microsoft Office 365 applications, including Excel, and comfort working with databases and reporting tools.

Abilities:

• Ability to work collaboratively across teams and coordinate with internal and external partners.
• Ability to interpret program requirements and apply them consistently when reviewing applications and claims.
• Ability to adapt to changing program needs and support continuous improvement in program delivery.

Behavior Competencies:

• Adaptability: Demonstrate a willingness to be flexible, versatile, and dynamic in a changing work environment while maintaining effectiveness and efficiency.
• Ethical behaviour: Ensure personal behaviours align with the Association's core values and code of conduct.
• Relationship development: Establish and maintain positive working relationships with others, internally and externally.
• Effective communication: Speak, listen, and write in a precise, clear, and timely manner using appropriate and effective communication tools.
• Client focus: Anticipate clients' needs and respond in an appropriate and timely manner, seeking to provide the highest quality service.
• Teamwork development: Work cooperatively and effectively with others to set goals, resolve challenges, and make decisions that enhance cross-functional cooperation.
• Initiative: Ability to assess and initiate tasks independently.
• Decision-making: Assess role-based situations to determine the importance, risks, and make clear decisions in a timely manner.
• Time management and organization: Set priorities, develop a task schedule, monitor progress towards deadlines.
• Problem-solving: View problems as learning opportunities, focus on improving future results.
• Cultural Competence: Value diversity and inclusivity, demonstrating an ability to work effectively with trust across various departments.
• Foster Sustainability: Ensuring the work we do improves the viability and sustainability of rural Ontario and Ontario agriculture.
• Continuous Learning: Participates in an environment of professional development and personal growth.

Working Conditions / Physical Demands:

• Hybrid work model combining remote and in-office work, with the position based in Guelph, ON. A minimum of 2 days per week in Guelph office is mandatory.
• Home office settings require a dependable, high-speed internet connection to ensure effective participation in virtual meetings and online collaboration.
• May require occasional work outside of standard business hours (e.g., early mornings, evenings, or weekends) to attend meetings, events, or respond to organizational needs.
• Requires regular use of a computer; prolonged sitting, typing, and screen time required.
• May involve occasional lifting of light materials (e.g., files, laptop - up to 10 lbs).
• Must be adaptable to a fast-paced environment with shifting priorities and time-sensitive deadlines.
• Must hold and maintain a valid driver's licence and have access to reliable transportation for occasional travel to meetings, stakeholder events, and organizational sites.
• Must maintain a high level of professionalism and confidentiality when handling sensitive or organizational information.

We thank all applicants for their interest, but only those candidates under consideration will be contacted.

Thank you for your interest in this position!

ACCESSIBILITY STATEMENT (AODA IN ONTARIO)

OSCIA is committed to providing a barrier-free work environment in concert with the provincial guidelines for accessibility (Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code, Ontario Only). As such, OSCIA will make accommodations available to applicants with disabilities upon request during the recruitment process.

HUMAN RIGHTS STATEMENT

OSCIA strives to ensure that its employment practices are free from direct and indirect discrimination and is committed to upholding the human rights of those participating in the hiring process. In pursuit of this commitment, OSCIA will not condone or tolerate any acts of discrimination or harassment under any of the grounds protected under human rights legislation. This commitment extends to the hiring process and throughout the course of employment.