Application Support Coordinator - Hamilton, Canada - City of Hamilton

City of Hamilton

Verified Company

Hamilton, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

About the City of Hamilton

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

JOB POSTING
JOB ID #: 20602

Application Support Coordinator
Planning & Economic Development
Building Division
Hamilton City Hall

NUMBER OF VACANCIES:
1 Full-Time Regular

UNION/NON-

UNION:
CUPE Local 5167 Inside

HOURS Of

WORK:
35.00 per week

GRADE: M
SALARY/

HOUR:
$ $45.996 per hour- Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/

LENGTH:
Permanent

Job Description ID #: 7634

SUMMARY OF DUTIES

Reporting to the Supervisor of Plan Examination this position is responsible for the performance of the Building Divisions electronic portals including ePLANS, ProjectDox, AMANDA, POS, and Laserfiche.

This position will ensure that internal/external users such as City staff, private sector developers, applicants, and other stakeholders can effectively use the portals and will identify continuous improvement opportunities which will result in an improved user experience within the electronic portals.

GENERAL DUTIES

Application Specialist
Gathering user requirements and business needs from internal/external users of Building portals. Working with vendors to ensure user requirements are met including user acceptance testing after new portal versions go live.

Assess efficiencies, recommend and implement action items.

Capable of investigating and gathering information on user issues to coordinate between software experts, information technology division and portal users ensuring technical needs are understood and addressed.

Maintaining a bug list from internal and external user complaints and managing them by priority with applicable internal or external software teams.

Be capable of articulating the issues that users are facing to internal (information technology division) and external software developers.

Able to do basic data analysis in excel to report on portal performance and investigate issues.

Evaluate and map processes, document procedures, and build automation to ensure effective and efficient business practices. Create process maps in Visio or similar software

Ensure AMANDA and ePLANS system is up to date with current fees as per the Building By-law and other applicable User Fee By-laws.

Reports & Documentation

Prepare procedures and documentation, including creating detailed instructions / user guides for Amanda and ProjectDox for internal and external users as applicable, including production of video tutorials to be made available on the City of Hamilton website for external users.

Develop necessary reports to aid in analyzing the functionality of systems, required time frames and any other reports deemed necessary by the Building Division.

***
Deliver Training
Develop and maintain training materials and plans.

Train all Business Unit users and external agencies & applicants on new processes and software in a group setting or on an individual basis to effectively utilize the online portals.

Deliver continuing reinforcement training, including onboarding training for new employees.

Maintenance & Support
Provide day-to-day support for all internal and external ePLANS users. Triage service requests to determine appropriate resolution. Troubleshoot and assess when to escalate to ITS/software service provider as required.

Participate in City's internal user group to develop and review the ePLANS portal, AMANDA and ProjectDox's strategic business and systems planning and participates in external municipal user group to learn best practices from other users.

Performs other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

A degree or diploma in business, information systems or related discipline.
Considerable experience in creating, designing, and developing business process maps for the purpose of automating business processes, supporting digital transformation, and delivering online services.
Experience supporting automated process implementation, which includes training, facilitation, change management and customer service.
The ability to act independently, with strong problem solving and decisionmaking skills.
Demonstrated ability to train, mentor and coach.
Must possess excellent written and verbal skills.
Effective facilitation, presentation, problem solving, and customer service skills required to present