Job Description

Service New Brunswick

User Support Analyst

12586 (R85-2024/25-328 A) / Open Competition

Pay Band 3 / Management Non-Union

Fredericton

Service New Brunswick (SNB) is seeking an individual to join the Provincial Health Application Services Branch within the Technology Services Division as a User Support Analyst in Fredericton.

As a member of the Technology Services team, you will report to the Manager of Provincial Health Application Services and be responsible for supporting various business application systems.

Responsibilities will include but are not limited to:

• Receive calls from users having problems using software applications or inquiring how to use specific software applications
• Prioritize, investigate, and escalate issues to assure timely and efficient resolution
• Carry out fact-finding and analysis of problems and determine the most effective resolution procedure
• Suggest, test, implement, and evaluate solutions
• Collaborate with other support members, teams, managers, or vendors as deemed necessary
• Maintain records of work activities and document issues
• Identify trends and recommend solutions and resources
• Process received forms that are submitted in relation to application processes
• Create, modify and/or delete user accounts
• Define, develop, and distribute accurate and timely consolidated reporting, such as daily operational reports, weekly status reports, monthly, and adhoc data reports
• Review and contribute to the regression testing of patches, updated functionality, and stress testing. Identify, design, and update test cases or processes based on prioritized testing activities
• Provide guidance to other team members on the practices of issue and account management, testing, data corrections, and reporting
• Multi-task in a fast pace environment with multiple priorities, projects, and deadlines, and any other related duties as assigned

ESSENTIAL QUALIFICATIONS: A related university degree, or a related one (1) year diploma and a minimum of three (3) years related experience.

Subject to the response to this competition, an equivalent combination of education, training and experience may be considered, or the required years of experience may be increased.

Written and spoken competence in English and French is required.

Applicants must clearly demonstrate the essential qualifications to be given further consideration. Please state your language capability on your application and ensure that preferred language for assessment is clearly identified.

ASSET QUALIFICATIONS: Preference may be given to candidates who demonstrate they have training or experience in one or more of the following areas:

• Application support
• Technical user support role
• Dealing with incident management and resolution
• Security profiles and dealing with personal client information
• A+ computer certification
• Software testing methodologies
• Microsoft Office Suite

Subject to the response to this competition, candidates may be required to demonstrate on their application one or more of the asset qualifications in addition to the essential qualifications in order to be given further consideration. The number of years of related experience required may also increase.

OPERATIONAL REQUIREMENTS: This position may require limited flexibility in working hours, with occasional weekday evening or weekend work.

Candidates will be required to undergo Criminal History Clearance prior to appointment.

BEHAVIOURAL COMPETENCIES: The successful candidate will possess the following behavioral competencies:

• Analytical Thinking/Judgment
• Client Service Orientation
• Effective Interactive Communication
• Information Seeking
• Teamwork and Cooperation

TECHNICAL COMPETENCIES: The successful candidate will possess the following technical competencies:

• Planning and Organizing Skills
• Specialized Subject Matter Expertise and Knowledge
• Written Communication
• Ability to Use Office Technology, Software and Applications

Resumes should be in chronological order specifying education and employment in months and years including part-time and full-time employment.

Salary : $51,662- $72,176 annually – Pay Band 3 - Management and Non-Union Pay Plan

We strongly encourage you to submit your application via the 'Open Competitions' page by clicking the 'Apply Now' button (located at the bottom of the job advertisement), to increase the efficiency and maintain a consistent candidate experience. Please ensure your application is complete by November 12, 2024, and indicate competition number 12586 (R85-2024/25-328 A).

In the unlikely event that you experience technical difficulties or are unable to complete your application online, contact [email protected].

We thank all those who apply however only those selected for further consideration will be contacted.

Candidates registered with the Equal Employment Opportunity Program and veterans, who demonstrate they are among the most qualified, shall be given preference at the time of appointment.

The New Brunswick Public Service: Improving the lives of New Brunswickers every day!