Business Systems Support Technician

2 weeks ago


Victoria, Canada Capital Regional District Full time

**Business Systems Support Technician**:
Finance & Technology - Information Technology & GIS Services

**Competition Number**: 22/266
**Employment Type**: Regular Full Time
**Hours of Work**:70 hours bi-weekly
**Rate of Pay**:$38.61 to $43.80 per hour

**Job Summary**
This position is the first point of contact for IT related issues and provides technical assistance over the phone and in person to ensure reliable operation of a variety of hardware (PCs, laptops, smart phones etc.) and software (MS projects, SAP modules etc.). Through the demonstration of a thorough understanding of IT functions, the position enables the timely resolution of issues and provides on-going support and training to a variety of users.

**Typical Duties and Responsibilities**
People working in this role can expect to be responsible for performing the following duties. This list is not meant to be comprehensive and other related duties similar in scope and complexity may be performed.
- Coordinating the work order system to ensure issues are addressed within a timely manner.
- Assists with compliance issues related to SAP Role-Based Authorizations in all SAP environments.
- Reviews and applies appropriate security authorizations for all ERP users as per IT policies and practices.
- Creates, assigns, troubleshoots, analyzes and provides recommendations for SAP Security related assignments and issues.
- Assists project team members in developing functional specifications related to SAP Role-Based Authorizations.
- Provides technical support and training for Smart phones and ipad users.
- Develops, schedules & delivers ERP training programs utilizing a variety of business tools and delivery methods.
- Provides advanced end user support in Microsoft Office Applications.
- Assists in the development of End User documentation for a variety of business systems and processes.
- Supports the active directory ensuring information is accurate.
- Provides insight on trends of user requests and troubleshooting issues to manager to improve systems and processes.
- Reviews, analyzes and drafts a variety of business systems and processes.
- Maintains and champions the SharePoint site for the division.
- Follows all policies, procedures and standards of the CRD.
- Performs other related duties as required.

**Qualifications**
- Degree in Information Systems or Computer Science or equivalent and five (5) years’ related end user support experience (diagnosing and resolving issues), which must include experience with Enterprise Resource Planning (ERP) Programs (SAP preferred) and demonstrated experience developing and delivering end user documentation and training.
- Must possess a valid BC Driver’s Licence.
- Excellent communication (verbal and written), interpersonal and customer service skills are required.
- Ability to thrive in a fast paced, multi-faceted work environment.
- Sound understanding of the ERP environment (technical and functional).
- Experience with ERP components (SAP Core components and Employee Self-Serve and Manager Self-Serve preferred).
- Proficient in ERP End User administration and maintenance.
- Advanced knowledge of Microsoft Office Products.
- Familiar with Crystal Reports.
- Proficient in the use of Apple iPad, iPhone and Android cellular phone and tablet products.
- Ability to stay current with continuous changes in technology.
- Strong collaboration skills as must work seamlessly and closely with other members of the IT team and within the organization.
- Strong functional and technical documentation skills.
- Strong multitasking skills to support a variety of users simultaneously and support the resolution of their issues.
- Experience working in a large and complex Information Technology department.
- Strong presentation and training skills.
- Exceptional customer service skills, demonstrated through the ability to communicate information in a variety of ways to a variety of audiences and in timeliness of responses.

**Applications**

Education : Bachelor’s degree
Experience : 5 years or more



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