ERP Support Analyst Work Management

ERP Support Analyst – Work Management

Competition Number

2024-247

Job Code

1488

Posting Date

June 17, 2024

Closing Date

July 1, 2024 (at 6:00pm)

Job Status

Permanent Full-Time

The City of Kitchener is a vibrant and dynamic city of approximately 270,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.

The City of Kitchener is WHERE you want to work! Learn more about the top reasons to join us:

Why work at the City of Kitchener

Position Overview:

The ERP Support Analyst – Work Management will provide exceptional customer service to Work Management users within our ERP suite of applications supporting critical business functions including accounting and finance, work management, utilities, and revenue billing systems. This position will take ownership for the customer experience, collaborating closely with business users and IT to instill best practices, recognize opportunities for improvement and ensure responsive and consistent user support, training and documentation are provided.

We are looking for someone who is:

•Service Oriented: Listens, engages and acts to provide timely and quality service for the benefit of our diverse user community.

•An Innovative Problem Solver: Naturally curious, able to look past the superficial and ask the deeper questions needed to provide the right service outcome.

•A Team Player: Thrives in a collaborative environment while keenly focused on getting things done.

Responsibilities:

ERP Support

Acts as the primary point of contact for Work management related system issues and requests.

Triages incoming business issues and requests, providing first tier support directly to end users and escalating higher level issues to appropriate teams

Performs routine system administration and maintenance tasks in accordance with documented processes

Delivers responsive, day-to-day customer operational support for work management related systems, including break/fix, how-to expertise, minor enhancements, monitoring, and verification.

Troubleshoots, diagnoses, and resolves software, system and integration errors and malfunctions, by reviewing errors, transactions and data, and coordinating with end-users, team members and/or Technology Innovation & Services as appropriate to resolve errors and issues.

Administers security access for work management applications.

Maintains Crystal reports in response to system changes or user requirements

Uses Oracle SQL Navigator to create data extracts and maintain/execute scripts

Provides clear and proactive communication and guidance to internal customers, ensuring their expectations are exceeded

Training and Documentation

Creates and maintains business process and system documentation

Able to learn from existing configuration and processes and update documents related to ERP systems to reflect the current state

Develops and provides training for new and existing employees on process and system functions and procedures

Develops and/or updates training materials

Provides training and knowledge transfer for new and existing employees on process and system functions and procedures

Tracks support issues and maintains troubleshooting documentation

Continuous improvement

Offers creative insights, identifies opportunities for improvement, and collaborates on delivering the best solutions for internal customers

Guides internal customers and provides process improvement suggestions and best practices to ensure effective and efficient business operations

Identifies patterns and trends in user issues and support requests for deeper analysis or improved training and documentation

Other

Collaborates daily with key departments including Infrastructure Services, Financial Services and Technology Innovation & Services

May perform defined system superuser tasks

Assists with verification for system upgrades, patching, and projects as needed

Provides back-up assistance to the ERP Support Analyst – SAP

Performs other related duties as assigned

Requirements:

3-year degree/diploma in a related field (e.g. Business, Computer Science or related field).

2-4 years of relevant related experience providing application and user support, preferably in a municipal environment.

Experience working with ERP integrated and GIS-oriented Work Management solutions such as CityWorks and Clevest.

Knowledge of financial, work management, human resources/payroll, property tax or utility billing processes.

Demonstrated troubleshooting expertise in complex and highly integrated systems.

Experience working with Oracle SQL Navigator to provide data extracts.

Knowledge of relational database concepts and proficiency in SQL scripting.

Demonstrated experience working with Crystal reports.

Proficient in the use of XML, HTML, JavaScript, and/or Python programming language.

Experience with technical writing and creating/maintaining technical and user documentation.

Proven ability to participate as an effective and collaborative team member with strong customer relations skills.

Aptitude and enthusiasm for learning new technologies and business processes.

Strong time management, organizational skills and ability to prioritize and respond to multiple concurrent requests in a timely manner and meeting service levels.

Ability to work independently with limited supervision, as well as ability to participate with a high degree of professionalism as an effective team member with internal and external stakeholders.

Excellent verbal and written communication skills and a proven ability to communicate effectively with different user and technical teams.

Demonstrated experience leveraging troubleshooting, query, data analysis and system administration tools to support issue analysis and resolution.

Demonstrated experience using Microsoft office as well as corporate technology systems (e.g. ticketing systems, work order systems, financial accounting and budgeting systems, GIS, etc.)

Must have the ability to support and project the organization's core values of trust and respect, collaboration, and change and growth, as well as our leadership traits, which are reflected in employees who:

1. Lead by example and expect the same of others;

2. Recognize accomplishments;

3. Collaborate with others to realize shared outcomes;

4. Enable others to be their best;

5. Look beyond today.

Must be reliable with a good attitude and employment record.

Note: All interested applicants are encouraged to apply. In the event there is no successful applicant with the stated level of education and experience, other applicants will be considered if a combination of their education and experience meets the following pre-determined equivalency:

2-Year Diploma (or 2-Year Specialized Post Secondary Program) with minimum 4 years’ related and relevant experience or

4-Year Honours Degree with minimum 1 year related and relevant experience.

The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.

We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at, or ext. 7261 to make your needs known, so that we can support your full and equal participation throughout the hiring process.

We appreciate the interest of all applicants. Only candidates whose skills, experience and qualifications meet the requirements of the position will be contacted.

Please note that as per Human Resources Policy HUM-HIR-110, "Employment of Relatives of Staff Members and Elected Officials":

"The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.

The immediate relatives of all other Management personnel shall not be employed where such employment would be:

1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.

2. within the same Division in the case of students."

Department

Financial Services

Division

Financial Reporting and ERP Solutions

Union Affiliation

CUPE 791

Number of Positions

1

Hours of Work

35 hours per week, Monday to Friday

Location

Initial Location

City Hall

City

Kitchener

Compensation

Salary Range

$70,041 - $87,553 annually

effective Nov 1, 2024: $71,959 - $89,950

Grade/Band

8 (under review)