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Customer Service System Support Analyst
3 months ago
Status
- Permanent Full-Time
- Temporary - Approximate length of assignment, in months
- Type of Position
- an Addition to Staff
- Start Date
- Immediately
- Salary
- Per hour
- Salary Grade
- $48.82 - $53.06
- Department
- York Region -> Public Works -> SustainabilityComm&Innovation
- Location
- 50 High Tech Road, - Richmond Hill, ON L4B4N7 CA (Primary)-
- Job Description (E)
**POSITION PURPOSE**:
**MAJOR RESPONSIBILITIES**
- Extracts, mines, evaluates, analyzes, and researches data generated from various Public Works Customer Services databases such as the Salesforce platform, CRM, IVR, WFM, Call Recording, Cisco UCCX telephone system and other applicable departmental technologies.
- Creates standard and customized reports for various customer service systems.
- Develops reports, dashboards, KPIs and performance measure metrics by using various reporting tools.
- Recommends and implements validation rules to improve data flow, new business processes to improve data collection, editing, processing and distribution in the CRM with ITS Branch.
- Provides troubleshooting analysis and refers /escalates to ITS Branch, as required; ensures that support issues regarding Public Works Customer Service systems and other systems filed with the support team are resolved in a timely manner.
- Analyzes and reports variances with program activities and makes recommendations to assist with management decision-making and problem-solving.
- Liaises with Regional and Department staff, including ITS Branch staff, to make current and future activities/enhancements/changes and to resolve software or customization deficiencies to meet Branch needs.
- Ensures that services provided meet Regional customer service standards.
- Participates on committees, work groups, focus groups, task forces and special projects, as assigned.
- Attends seminars, conferences and training as directed and shares information regarding initiatives and other best practices with Branch and Department staff.
- Performs backup duties of other Customer Service staff, as assigned.
- Performs other duties as assigned, in accordance with Branch and Department objectives.
**QUALIFICATIONS**
- Successful completion of a Community College Diploma in Information Technology, Computer Sciences or approved equivalent combination of education and experience.
- Minimum three (3) years of demonstrated hands-on experience extracting, analyzing, and reporting technical data generated from information systems, including creating and maintaining data files to support software configurations; and experience using Windows Servers and workstations.
- Demonstrated experience with a Customer Relationship Management System, Workforce Management and Cisco UCCX system and/or other data sources to inform and make recommendation to management.
- Experience in manipulating and analyzing data using various reporting and SQL tools.
- Demonstrated ability in the Region’s core competencies.
- Utilization and in-depth knowledge of statistical concepts in the development of data collection instruments and methods.
- Demonstrated skill in establishing, maintaining, and producing complex databases/spread sheets, including current experience with database design, report generation and modifications.
- Demonstrated technical and analytical skills using various data sources/technologies to interpret and reconcile complex statistical reports, and link/integrate data from multiple sources.
- Ability to travel to offsite locations, as required.
- Ability to work outside regular business hours, as required.
- Council Approval Date
- Scheduled Weekly Hours
- 35
- Scheduled Shifts
- Operational Hours
- Close Date
- July 3, 2024
- # of Hires Needed
- 1
- Union
- CUPE 905 York Region
- .
York Region is an equal opportunity employer committed to an inclusive, barrier-free recruitment and selection process. At the Region, we respect, encourage and celebrate our diversity. If contacted for an employment opportunity, please advise if you require Code-protected accommodation.
