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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in organisational design and operating model development, with a focus on knowledge management and stakeholder engagement. Capable of producing comprehensive deliverables such as RACI matrices and transition plans while advising on structural changes for under-resourced capabilities.
Highest-signal resume keywords
Organisational DesignOperating Model DesignStakeholder EngagementRACI Matrix DevelopmentChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Organisational Effectiveness ConsultingWorkforce PlanningKnowledge Management DesignRole Profile DevelopmentTransition PlanningCapacity AssessmentContent ManagementGovernance AlignmentAI IntegrationProcess Mapping
Soft Skills
Advisory CapabilityCommunication SkillsCollaborationChange Management SkillsProblem-Solving
Certifications & Qualifications
ProsciCCMPOrganisational Development Qualification
Industry Keywords
Government of Canada Security ClearanceContact Centre Operating ModelShared ServicesDigital Service FunctionBilingual English/French
About the role
Key responsibilities & impact- Document the current-state organisation across tax, individual enquiries, and business enquiries
- Map organisational units, roles, reporting lines, and capacity involved in knowledge creation and maintenance
- Identify formal and informal content work and the time it consumes
- Assess gaps between the current-state organisation and target knowledge management operating model
- Identify capability gaps, capacity shortfalls, unclear ownership, single points of failure, and informally absorbed content work
- Build an Organisational RACI Matrix covering authoring, subject matter review, legal or policy review, official-languages review, accessibility review, publication, periodic review, and retirement
- Define which positions need to be created, reassigned, or formally amended
- Define the target knowledge management operating model, including central, federated, or hybrid options and resourcing implications
- Draft role profiles and resourcing requirements for knowledge manager, taxonomy steward, content owner, content author, and AI-era roles
- Define responsibilities for tuning and retraining virtual agents, reviewing AI-surfaced answers, and managing feedback from AI failures to content correction
- Include competencies, effort estimates, and classification guidance
- Design the transition and change approach, including sequencing, change management, training, communication, staffing constraints, and risks
- Align the Governance Playbook and RACI Matrix with the Senior Business Consultant
Requirements
What you’ll need- 8+ years in organisational design, operating model design, workforce planning, or organisational effectiveness consulting
- Demonstrated experience producing an organisational design deliverable set that a client implemented, including RACI matrices, target operating models, role profiles, and transition plans
- Experience designing operating models for a function spanning multiple business units where ownership is shared or contested
- Strong stakeholder engagement capability at director and executive level
- Ability to advise clients that an under-resourced capability requires structural change
- Ability to work effectively in a part-time, concentrated engagement alongside a wider consulting team
- Eligible to obtain and hold a Government of Canada security clearance
- Prior experience designing the operating model for a knowledge management, content, or digital service function specifically (nice to have)
- Contact centre or shared services operating model experience, particularly where AI or automation changed agent work and supporting roles (nice to have)
- Formal change management credential such as Prosci or CCMP, or an organisational development qualification (nice to have)
- Bilingual English/French (nice to have)
Benefits
Comp & perks- Comprehensive compensation and benefits package
- Health insurance
- Language courses
- Relocation program
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility opportunities
- Internship opportunities
- Collaboration on impactful projects for top global clients
- Inclusive and supportive work environment
- Open communication
- Regular team-building company social events
- Sustainable business practices focused on IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality