Enterprise Support Analyst

City of Windsor•Windsor, ON

2d•CA$40 - CA$47•Onsite

About The Position

The Enterprise Support Analyst position, reporting to the Manager of Corporate & Departmental Business Applications, is responsible for performing in-depth analysis and support troubleshooting for issues related to system processes and interfaces. This role involves responding to Help Desk inquiries, logging, analyzing, testing, and resolving business application issues, and providing users with recommended solutions. The analyst will collaborate with third-party support, internal technical resources, corporate departments, and other municipalities to resolve issues, improve processes, and achieve best practices. Key responsibilities include facilitating data/configuration migration, assisting in the development and maintenance of interfaces, configuring and maintaining role-based security and reporting trees, and ensuring data confidentiality. The position also involves flow charting business/system processes, preparing security profiles, setting up user workflows, researching and recommending new/existing business application functionality, managing project activities, and developing/maintaining design documents, policies, and procedures. Additionally, the analyst will administer, design, and deliver business application training to end-users, provide advanced training to Super Users, develop agendas, and chair business application User Group meetings. They will also attend Governance and Managers meetings to represent department user group initiatives and provide input on projects, upgrades, and patches. The role includes performing Occupational Health & Safety duties and other related duties as required.

Requirements

A four (4) year post-secondary diploma from a Community College in Business Administration or Computer Technology/Science or Ontario Ministry of Education equivalencies.
Over three (3) years of direct experience as a primary support resource for an Enterprise Resource Planning (ERP) application (e.g., PeopleSoft, SAP, JD Edwards, Amanda, etc.), including responsibility for system troubleshooting, configuration, workflow/security administration, issue resolution, and coordination with technical teams.
Ability to travel to off-site locations in a timely and expedient manner as required.
If method of travel is by vehicle, a current, valid and lawful Driver’s Licence is required in accordance with the Highway Traffic Act and must provide a driver’s abstract as a condition of employment.
Extensive knowledge and working experience with personal computers (hardware, software and applications).
Strong problem solving skills.
Ability to deal calmly and professionally with users.
Ability to interpret a complicated problem/solution and explain it in non-technical terms.
Good written and verbal communication skills.
Ability to train users.

Nice To Haves

Amanda and or PeopleSoft functional experience is a definite asset.
Technical background and an understanding of relational databases is a definite asset.

Responsibilities

Performing in-depth analysis and support troubleshooting activity for issues related to system processes and interfaces.
Responding to Help Desk inquiries relating to business applications to determine root causes and provide resolutions.
Logging, analyzing testing, documenting and resolving business application issues and provide users with recommended solutions that are consistent with department business processes.
Working in conjunction with third party support as well as internal technical resources, corporate departments and other municipalities to resolve issues, improve processes and achieve best practices.
Facilitating the migration of data/configuration amongst multiple databases.
Assisting in the development, deployment and maintenance of interfaces to aid departments in meeting specific business requirements and achieve best practices.
Configuration and maintenance of role-base security and reporting trees and ensuring confidentiality of Payroll, HR, Financial, Violent/Dangerous People and Animal data.
Flow charting business/system processes, preparing, creating, and maintaining security profiles, setting up workflow for users.
Researching, recommending, coordinating and testing new/existing business application functionality and business processes to Department User Groups.
Managing and assisting with project activities including performing analysis, gathering requirements, and outlining business rules in a timely basis.
Developing, analysing and maintaining design documents, policies and procedures for business applications.
Administering, designing and delivering business application training to end users at all levels of the Corporation.
Working with identified individuals (Super Users) to provide advanced training on specific system processes.
Developing agendas, scheduling, and chairing business application User Group meetings.
Attending business application Governance and Managers meetings to represent department user group initiatives and provide input and recommendations on scheduling projects, upgrades, and applying patches/bundles.
Performing Occupational Health & Safety duties as outlined in the Corporation’s Health and Safety Program.
Performing other related duties as required.