Service New Brunswick

ERP Support Queue Analyst

Open Competition (13276)

Pay Band 5

R85-2024/25-855

Flexible

Who we are:

Service New Brunswick is seeking an individual to join the Technology Services Division as an ERP Program Support Queue Analyst. The SNB Technology Services Division provides technology services to all Government of New Brunswick departments and Regional Health Authorities. With over 700 employees, we form one of the largest IT employers in the province with office locations in most cities and regions. We are mandated to deliver an extensive range of IT Services across various information technology disciplines. The ERP team is made up of people committed to working collaboratively to redesign work processes and introduce a new, cloud-based technology solution, while also having fun and, most importantly, contributing to each other's success.

This dynamic and progressive team of professionals fosters an environment in which you can learn, grow, create, and use innovative strategies to help GNB meet its transformational business objectives.

Who you are:

You thrive on new challenges, are solution-focused, and excel in a dynamic, fast-paced team environment. You enjoy contributing to a collaborative team working towards shared goals. With strong interpersonal and communication skills, you approach problems with creativity and adaptability. Your commitment to exceptional client service ensures that you prioritize client needs while effectively balancing operational requirements. You are positive, can-do attitude with demonstrated persistence and resilience in challenging, fast-paced situations. You have a thirst for information and the ability to think outside of the box and utilize a variety of resources, including ERP materials, websites, and internal resources, and research customer requests with the goal of optimally assigning out cases based on criticality, business impact. Focused on process improvement for better customer experience.

What you will do:

As an ERP Support Queue Analyst, you will be accountable to manage the flow of incoming support tickets from clients, ensuring efficient queue management. Your strong customer service, prioritization and analytical skills will play a key role in delivering an exceptional client experience. As the first line of support, you will help minimize client wait times and proactively address concerns to prevent escalations. Through exposure to common issues and frequent client questions, you will gain valuable knowledge to resolve recurring challenges effectively. In this role, you will collaborate closely with both business and technical team members to ensure high-quality and timely resolution of support requests.

• Lead or participate in the development, review, and update of project deliverables, including but not limited to business case, business process diagrams, SOPs, functional requirements, etc.
• Participate in the development of testing strategies, test plans, and test cases to ensure smooth transition into training and deployment.
• Provide analysis and support for teams performing systems configuration, systems integration, reporting, process adoption, process automation/workflow, and testing.
• Develop expertise in how the ERP Solution works in a given Business Domain and across Domains
• Manage the Program Support queue, assign tickets to the appropriate resources, assess priority and ensure adherence to Service Level Agreements (SLAs).
• Track and report on SLAs, taking action or escalating to leadership if follow-ups are required.
• Ensure all requests are followed up on and responses are delivered promptly.
• Identify and report potential recurring incidents within a short timeframe, notifying relevant teams or stakeholders to address them.
• Conduct triage and housekeeping activities to maintain accurate tracking of related incidents when declared.
• Provide daily updates on the status of key performance indicators (KPIs) and other reports to various stakeholders including ERP team leadership and business stakeholders.
• Collaborate across functional teams, implement best practices, and maintain high levels of customer resolution.
• Maintain and propose enhancements to support procedures and ticket documentation to improve reports and the overall user experience.

Please ensure that you indicate the competition number R85-2024/25-855 when applying.

ESSENTIAL QUALIFICATIONS:

A university degree in Computer Science, Engineering, Business Administration or in another related discipline and a minimum of five (5) years of related experience with guiding businesses in improving processes OR a two (2) year College Diploma in a related discipline with a minimum of seven (7) years related experience with exposure to analysis of organizations or business domain and documentation of their business, processes and supporting systems.

Subject to the response to this competition, an equivalent combination of 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:

• Experience with Ticketing Systems and ITIL processes including BMC Helix (Remedy) or similar.
• Knowledge of ERP Software in the areas of Human Resources, Payroll, Finance and Procurement.
• Experience developing reports and dashboards using Power BI.

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.

OPERATIONAL REQUIREMENTS: 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
• Results Orientation
• Teamwork and Cooperation
• Client Service Orientation

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

• Specialized Subject Matter Expertise and Knowledge
• Written Communication
• Planning and Organizing Skills

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

Salary : $64,974 â?? 90,740 annually â?? Pay Band 5 - Management and Non-Union Pay Plan

We encourage applicants to apply on-line by clicking here by March 5, 2025 indicating competition number R85-2024/25-855. In the unlikely event that you experience technical difficulties or are unable to complete your application online, contact [email protected].

This competition may be used to fill future vacancies at the same level. 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.

We promote a scent-reduced environment.

We are an Equal Opportunity Employer.

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