Analyst, Human Resources & Citizen Service Systems

at  Region of Waterloo

Job Req ID: 1150
Department: Human Resources and Citizen Service Systems
Analyst, Human Resources & Citizen Service Systems
Job Number: 1150
Job Type: Full-Time

OUR STORY:

Committed to fostering opportunities for current and future generations, the Region of Waterloo is an inclusive, thriving and sustainable region of connected rural and urban communities with global reach. Our mission is to serve, engage and inspire, by delivering quality services to a diverse population of 630,000+, while creating a healthy, collaborative environment of learning, respect and innovation.
This is a place where employees are valued and recognized for their talents and contributions to our success. Our employees take pride in making a difference in people’s lives through the work that we do. We are looking for people like you to help make it happen.
The Role
Supports the Department’s information management initiatives (including for the corporate contact centre), using customer relationship management technologies (CRM) to design, develop, administer applications, create reporting solutions, and provide training materials, tools, and end-user documentation. Provides technical support and expertise in the development and implementation of applications for optimal integration with other corporate applications (e.g., HRIS/Payroll, time and attendance management system, training registration, e-learning).

Duties/Responsibilities

• Investigates and evaluates project feasibility, and develops business process recommendations. Investigates viable options, and maps core business requirements to system best practices. Advises clients on correcting and preventing business process defects, and maintaining / increasing the value provided by systems.
• Facilitates meetings and presentations with clients to share ideas and findings, assess needs, and develop plans. Documents and analyzes existing processes and work flows. Provides technical expertise and resources to clients and other divisional staff, as required.
• Maintains knowledge of Contact Centre technology and industry trends. Consults with other municipalities, engages with the public, and makes recommendations to senior management.
• Acts as vendor relationship liaison, and ensures application stability. Installs updates and patches or supports vendors in same. Works with vendors to assign work priorities. Participates in vendor and production selection and provides technical guidance. Negotiates contracts and agreements with vendors for products and services.
• Administers, monitors, and maintains application servers to install, configure, and update corporate systems.
• Administers application security by defining group privileges and access levels and assigning users to groups. Maintains user account and profiles. Makes recommendations and assists with information privacy and confidentiality matters.
• Analyses and identifies user training needs; prepares related material; and provides training to staff to ensure maximum use. Creates/ maintains material, e-tutorials and e-learning modules, user guides, and technical documentation.
• Develops and maintains strategy for creating reporting standards/ templates and organizing reports to avoid duplication and ensure data consistency. Designs, develops, maintains, and validates database views, queries, and objects to increase report performance. Assists/ advises on report configurations and data analysis.
• Provides application support. Maintains issue-tracking documents and compiles resolutions as appropriate. Exchanges information with vendors, obtains information, and views demos. Exchanges information with peers on implementation and problem solving. Shares information with other municipalities, discusses service and software issues, and provides system demos.
• Provides detailed analysis of contact centre and divisional applications to assist Manager with large-scale projects.
• Assists Manager to prepare budget by forecasting software and training needs for future projects, implement new systems and applications, and system integration. Reviews divisional systems and software updates to determine opportunities, impacts, and change requirements to current and future applications.
• Assists in the planning, development, and implementation of project communication plans to support initiatives. Analyzes resource requirements (e.g., software tools, computer and communications hardware, programming, outsourcing IT physical/ financial resources); consults with Manager regarding same.
• Configures and administers CRM systems. Designs, tests, and coordinates implementation of workflows, case management processes, and knowledge database. Develops, implements, and maintains testing plans for system upgrades/changes and documents same. Coordinates/ configures and maintains web services, e-forms, and self-service modules.
• Provides backup support in the administration of human resources information systems including training registration/e-learning, applicant tracking, Banner, payroll, and the time and attendance management system.
• Performs related duties as required.

Knowledge, Skills, and Abilities

• Knowledge and skills are normally acquired through a post-secondary education in a related field, plus progressively responsible experience using computer-based contact centre and citizen service systems or customer relationship management technologies.
• Knowledge of project management techniques, team building, system analysis, system design, data modelling, business process re-engineering, performance management, information technology applications, data management, and software development life-cycles.
• Knowledge of operational systems used in corporate environments, systems integration, automated job scheduling, disaster planning and recovery, and vendor licensing management.
• Recordkeeping, written, and verbal communication skills.
• Knowledge of and ability to comply with policies and procedures, collective agreements, privacy and other legislation such as Accessibility for Ontarians with Disabilities Act (AODA), application architecture standards, coding best practices, and privacy legislation as it applies to municipal use of technology.
• Knowledge and skill using:
• computer programs and programming/coding (e.g., markup languages including HTML, XML, XHTML, Javascript)
• customer relationship management technologies (e.g., CRM, ECM, G2C)
• visual basic
• SQL databases to query complex relational databases (including MS SQL, Oracle and MySQL
• reporting and trend analysis tools (SAP Crystal Reports, Power BI, Business Intelligence Development Studio (BIDS))
• e-learning developing tools (e.g., Articulate)
• telephony platforms (e.g., Avaya, Five9, Symposium, Verint)
• intelligent visual communications technologies (e.g., RMG Networks)
• workforce management application(s) to schedule work and resources
• MS Office, Access, Outlook, Visio, and an electronic document management system.
• Analytical, continuous improvement, and problem solving skills to adapt to changing priorities; balance multiple, time-sensitive requests; and work with others to develop realistic, innovative solutions.
• Leadership, communication, facilitation, and presentation skills to introduce and implement technical solutions; communicate technical concepts and information to non-technical audiences; work with vendors; and participate as an effective team member.
• Ability to understand and apply information from publications, reports, trade journals, hardware and software documentation, system design and development language documents, and technical specifications.
• Ability to participate in an official standby/on-call rotation to respond to legislated/time sensitive demands beyond regularly scheduled work hours.
• Ability to travel within and outside Waterloo Region.
• Ability to support and demonstrate the Region’s values.

The Region of Waterloo is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. The Region of Waterloo is committed to providing accommodations throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.
Alternate formats of this document are available upon request. Please contact the Service First Contact Centre at phone number (519) 575-4400, TTY number (519-575-4608) to request an alternate format.

• Investigates and evaluates project feasibility, and develops business process recommendations. Investigates viable options, and maps core business requirements to system best practices. Advises clients on correcting and preventing business process defects, and maintaining / increasing the value provided by systems.
• Facilitates meetings and presentations with clients to share ideas and findings, assess needs, and develop plans. Documents and analyzes existing processes and work flows. Provides technical expertise and resources to clients and other divisional staff, as required.
• Maintains knowledge of Contact Centre technology and industry trends. Consults with other municipalities, engages with the public, and makes recommendations to senior management.
• Acts as vendor relationship liaison, and ensures application stability. Installs updates and patches or supports vendors in same. Works with vendors to assign work priorities. Participates in vendor and production selection and provides technical guidance. Negotiates contracts and agreements with vendors for products and services.
• Administers, monitors, and maintains application servers to install, configure, and update corporate systems.
• Administers application security by defining group privileges and access levels and assigning users to groups. Maintains user account and profiles. Makes recommendations and assists with information privacy and confidentiality matters.
• Analyses and identifies user training needs; prepares related material; and provides training to staff to ensure maximum use. Creates/ maintains material, e-tutorials and e-learning modules, user guides, and technical documentation.
• Develops and maintains strategy for creating reporting standards/ templates and organizing reports to avoid duplication and ensure data consistency. Designs, develops, maintains, and validates database views, queries, and objects to increase report performance. Assists/ advises on report configurations and data analysis.
• Provides application support. Maintains issue-tracking documents and compiles resolutions as appropriate. Exchanges information with vendors, obtains information, and views demos. Exchanges information with peers on implementation and problem solving. Shares information with other municipalities, discusses service and software issues, and provides system demos.
• Provides detailed analysis of contact centre and divisional applications to assist Manager with large-scale projects.
• Assists Manager to prepare budget by forecasting software and training needs for future projects, implement new systems and applications, and system integration. Reviews divisional systems and software updates to determine opportunities, impacts, and change requirements to current and future applications.
• Assists in the planning, development, and implementation of project communication plans to support initiatives. Analyzes resource requirements (e.g., software tools, computer and communications hardware, programming, outsourcing IT physical/ financial resources); consults with Manager regarding same.
• Configures and administers CRM systems. Designs, tests, and coordinates implementation of workflows, case management processes, and knowledge database. Develops, implements, and maintains testing plans for system upgrades/changes and documents same. Coordinates/ configures and maintains web services, e-forms, and self-service modules.
• Provides backup support in the administration of human resources information systems including training registration/e-learning, applicant tracking, Banner, payroll, and the time and attendance management system.
• Performs related duties as required