Systems Support Specialist

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Job Title: Systems Support Specialist
Job Number:  J0119-1187
Job Code:  NU400
Job Category:  Customer Service
Department:  Communications and Customer Experience
Bargaining Unit:  Non-Union
Job Type:  Temporary Full Time
Employment Type:  New
Number of Positions:  1
Length of Time:  Up to 3 years
Hours of Work:  35 hrs/wk
Salary:  $61,261.00 - $76,567.00/Year
Date Posted:  February 5, 2019
Closing Date:  February 17, 2019

Opening Statement

Kingston’s vision of being a smart, livable 21st century city is fast becoming reality. History and innovation thrive in our dynamic city located along the beautiful shores of Lake Ontario, an easy drive from Toronto, Ottawa and Montreal, in the heart of eastern Ontario. With a stable and diversified economy that includes global corporations, innovative startups and all levels of government, Kingston’s high quality of life offers access to world-class education and research institutions, advanced healthcare facilities, affordable living and vibrant entertainment and tourism activities.

Position Summary

Reporting to the Project Manager, Customer Experience, CRM, the Systems Support Specialist, supports the ongoing implementation of the Customer Experience (CX) strategy by providing business, technical and logistical support to Customer Relationship Management (CRM) projects.

This position is responsible for providing second level functional and technical CRM support and guidance to existing and new CRM users as services are integrated in the CRM application. This position will support maintenance, technical and user acceptance testing (UAT) and document CRM system updates, enhancements and releases.

The Systems Support Specialist will identify training needs and coordinate/facilitate system training for existing and new CRM users using a variety of methods. The successful candidate will also ensure departmental subject matter experts (SMEs) are informed of and using system functionalities and enhancements.

The Systems Support Specialist will research, extract and analyze data from the CRM system and other sources to support process efficiencies evaluate effectiveness and report to stakeholders.

KEY ACCOUNTABILITIES & RESPONSIBILITIES

Planning and Organizing – Apply effective planning and organization of time, work and resources to meet project deadlines while achieving quality results and optimizing productivity. Plan, create and follow-up on changes, updates and new initiatives. Ensure compliance with related policies and legislation.

Customer Focus - Support internal stakeholders by understanding the challenges and opportunities within their areas. Apply a design thinking approach to identify CRM user needs and communicate them to the CX/CRM project team for the purpose of developing strategies to meet those needs.

Results Orientation – Demonstrate understanding of project deliverables, timelines and impact on budget. Prepare, track and deliver CRM reports and metrics to stakeholders. Anticipate possible road blocks, risks and opportunities and explore options for successful outcomes.

Teamwork – Establish and maintain strong relationships with all stakeholders across the organization. Recognize departments and internal groups as primary resources and collaborate to move the team towards the completion of goals.

Adaptability – Seek solutions to improve and innovate services and processes. Prioritize conflicting needs, and handle issues expediently and follow through to a successful completion. Prepare, track and deliver reports and statistics to all stakeholders.

Effective Communication – Actively listen and communicate information and ideas clearly. Act as a liaison between CRM users and technical specialists in order to identify and understand business needs and translate them into technical requirements. Identify, coordinate and facilitate system training to a non-technical audience.

Professional Knowledge/Technical Skill – Act as the primary technical and functional support resource for CRM users. Identify and recommend opportunities to enhance effectiveness, solutions and system integration to improve service standards and delivery. Assist with researching best practices in municipal service level standards.

Qualifications, Competencies

Diploma or degree in Business Management, Information Systems, Business Technology Management, Communications or related field

2 years related experience working with customer relationship management (CRM) systems or supporting computer systems

Experience with contact centre operations and/or information and communication technologies (ICT)

Experience in data analysis and data management

Experience in technical or functionality support of enterprise systems

Experience in public; municipal government is an asset

Experience in user testing and training facilitation is an asset

Skills, Abilities, Work Demands

Strong analytical and research skills with the ability to formulate solutions to complex issues and make recommendations for service delivery improvements

Proven ability to tackle all projects with a customer-centric/design thinking approach

Proven ability to work collaboratively on a cross-functional team

Ability to work in a fast-paced, high-volume, time-sensitive environment while maintaining a high level of accuracy

Superior interpersonal, communication and presentation skills

Must be proactive, responsive and agile with ability to prioritize workload

Demonstrate discretion and ability to deal with confidential issues

Develop and maintain working knowledge of municipal operations and best practices

Required to obtain and maintain satisfactory criminal record check at own expense

Closing Statement

Please apply to Career Opportunities at: www.cityofkingston.ca/Careers
Your resume must clearly demonstrate how you meet the requirements of the position. Please upload to your profile, any educational Degrees, Diplomas and/or Certificates that are relevant and required for the position you are applying to. We thank all of those who apply; however, only those selected for further consideration will be contacted. The City of Kingston is an equal opportunity employer. Accessibility accommodations are available for all parts of the recruitment and selection process. Applicants need to make their needs known in advance. Information collected will be handled in accordance with the Municipal Freedom of Information and Protection of Privacy Act.


Personal information, as defined by the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), including (but not limited to) the applicant’s name, contact information, resume and other documents submitted, etc., is collected and will be used in accordance with MFIPPA and all other relevant privacy legislation. The personal information submitted by applicants is collected through a website hosted by Njoyn on behalf of the Corporation of the City of Kingston (the “City”) and will be used by City staff to maintain a inventory of potential candidates and for use in considering applicants for an identified employment opportunity. Questions regarding the collection, used, disclosure, and disposal of the personal information collected shall be directed to: candidate.njoynhelp@cgi.com

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