Job Specification

Purpose :

To provide operational business support to external and internal users of Employment Ontario information systems.
To contribute to the effective use of such systems through analysis, testing, training and support.

Key Responsibilities :

1. Operational Business Support
Undertakes business and systems support services to users of Employment Ontario information systems.
Provides guidance and advice on use of the system, resolves user or business problems and advises on corrective measures, resolves complaints, researches issues or incidents as necessary, and logs and maintains track of user calls.
Provides, revokes and updates security access to business application(s) to users of the system and resolves related issues to provide effective access to the system.
2. Systems Support
Analyzes significant business and systems matters raised by users (e.g. identifies defects in the system or need for possible improvements), and makes referrals to appropriate person for possible development.
Identifies the impact of any such defects or possible changes on related business processes and advises the Unit Manager.
Assists in the development and maintenance of the system; conducts functional system testing and user acceptance testing on technical changes to the system to test functionality including writing and developing test conditions, scripts and cases; may develop the business requirements for a proposed
change to the system (e.g. a new report, a technical fix, or new elements being added); provides business support expertise and may participate in developing solutions and enhancements
3. Information and Liaison
Chairs teleconferences and discussions with representatives from Ministry offices to discuss issues regarding Employment Ontario information systems (e.g. user problems or system changes).
Assists in the development and maintenance of materials supporting Employment Ontario information systems (e.g. maintains the format and ease-ofuse of a website, manuals and online help); may assist in developing content by providing input; and researches and gathers information.

Knowledge / Skill :

Knowledge of and skills in:
Operational functions and technical workings of Employment Ontario information systems and its databases, reports, operational processes, etc.; and business processes, programs, policies and legislation of the specific program area underlying or affecting Employment Ontario information systems, in order to: analyze and resolve user problems and concerns; identify potential fixes or enhancement opportunities regarding the system; assist in the assessing of the impact changes and enhancements on the business processes and other aspects of the program; and assist in developing and
maintaining the business application website.
Employment Ontario's programs and services and other Employment Ontario information systems, in order to understand linkages with other programs, assess user issues that may involve those programs and systems, and refer users to appropriate personnel.
Computer skills and knowledge of software applications, in order to operate and manipulate applications and systems data, and use the Unit's software, systems, and computer tools (e.g. html for updating websites, utility tools to set and reset security access codes, Crystal Enterprise for printing software computer reports, etc.).
Systems analysis skills to investigate operational problems, error reports, data problems and similar issues, determine and assess the cause of problems and issues, and recommend correction.
Oral and written communication skills, including editing skills, to prepare correspondence, technical requirements for new processes and for system changes; assess and improve the format of written material (e.g. user manuals and material on websites); and provide verbal information and
assistance to users.

Interpersonal / Influencing Skill :

Interpersonal and consultation skills to provide effective business support advice to users of the system and to persuade them to accept solutions and use appropriate processes, develop and maintain effective business relationships, and discuss and resolve issues.

Analyzing / Problem Solving Skill :

Analyzing and problem solving skills to:
Analyze and resolve user problems and related incidents with the system, e.g. assess and interpret the user's description of the problem to identify the real issue, determine the nature and cause of the problem (e.g. client error or system problem), determine corrective measures or decide to refer the
issue (e.g. to technical staff).
Analyze the data from various system and related reports and outputs, identify problems or anomalies, assess the cause of data problems (e.g. based on the knowledge of program information/system information, data queries, report structures, etc.), and identify/recommend solutions.
Investigate the cause of the more complex problems requiring research or in-depth analysis, such as those involving unusual circumstances or a number of inter-related data or recent program/system changes or complex technical issues that may require conducting research or bringing in other
expertise.
Assess and analyze issues reported by users, to identify the possibility of a system problem or potential improvement or a gap in processes/practices that should be referred to the Unit Manager or to IT for possible correction or development.
Analyze reported problems and issues, to assess and advise the Unit Manager on their impact on related business processes/practices and Unit programs and policies, including the impact of system/data errors or of possible changes to the system.
Conduct functional system and user acceptance tests to test the functionality of technical changes and the positive use of such changes by the business, including developing conditions, scripts and test cases, running tests, and assessing and reporting on the results.
Identify and develop the business requirements for proposed system changes (e.g. a new report, a technical fix, or addition of new elements, including analyzing and determining the data/information requirements and related business process requirements, assessing impacts on other aspects, and
preparing reports or recommendations to the Unit Manager or other staff.

Decision Making / Responsibility :

Responsible for:
Providing operational support to the diverse users of large and complex Employment Ontario information systems in using the system, understanding the system's reports, resolving user problems, and responding to various matters often involving the underlying business processes, data reporting
practices, programs and policies.
Assisting in maintaining effectiveness of Employment Ontario information systems especially regarding user support and ease-of-use (e.g. identifying opportunities for enhancing Employment Ontario information systems and related processes; identifying requirements for changes to the system;
conducting user acceptance testing; providing operational expertise for the development of user manuals and websites, etc).
Assisting in the development of manuals, websites and other program supports.
Has latitude to:
Respond to and resolve all user queries and problems, identifying the corrective measures, conducting in-depth analyses, and referring any special or unusual matters (eg: technical systems issues to IT; procedural or program matters to the Manager, Business Unit).
Identify and make recommendations on possible enhancements to the system and related business and program processes.
Decisions are guided by Division, Branch and Unit operational and related policies, program requirements, business processes, data and reporting processes, program manuals, etc., as well as Ministry service delivery and customer service policies, procedures and practices.

Contacts / Stakeholder :

Managers and staff of the Unit, to discuss system and business issues, provide operational input or obtain advice/information on issues, etc.
Systems staff, including staff of the I&IT Cluster, to discuss and/or refer technical user problems or issues, and to discuss the operational requirements for change to Employment Ontario information systems, etc.
Staff of Ministry offices (e.g. field staff), to answer queries and discuss issues regarding use of Employment Ontario information systems, including chairing Ministry-wide teleconferences and discussions.
External users such as Community Colleges, non-profit agencies, training delivery agents, etc., to provide business and systems support services for using Employment Ontario information systems; discuss and resolve user issues; provide effective customer service; and provide training in using the system.
External stakeholders, such as private employers who have access to Employment Ontario information systems, to provide access to the system and support their use of it.

Guidance / Supervision :

Provides technical guidance to other Unit staff on business operational aspects of Employment Ontario information systems.

Demands / Pressures :

Work Demands :

Frequent unexpected work demands on short notice, conflicting demands and changing priorities, and tight time pressures.

Mental / Sensory :

Ongoing requirement to handle numerous calls and issues; frequent requirement to read technical communications/e-mails and reports on-line.

Conditions / Environment :

Work is performed in a typical office environment.