Job 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: $40.476 - $45.996 per hour

• Note: See appropriate Collective Agreement or the Non Union Salary Range for details.

STATUS/LENGTH: Permanent 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
Be the link between software developers, information technology division, and internal/external users of business applications.
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.
Provide assistance to the front counter and phone inquiries for application administration and customer service.
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 decision-making 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 and solve issues occurring in online portals.

• Able to handle sensitive and private information of applicants with tact and discretion.

• Public sector / municipal work experiences an asset.

• A strong dedication to serving clients and ability to work closely with end users.

• Work exceptionally well in cross-functional teams.

• Ability to work in a strategic and proactive manner to perform under pressure, on multiple assignments to meet deadlines with minimal supervision.

• Ability to provide effective and efficient customer when communicating with Directors, Managers, City staff, external agencies, developers, architects, residents and other applicants face-to-face or via telephone / email.

• Must possess numerical aptitude and computer literacy skills in Microsoft Office Software (Word, Excel, PowerPoint). Working knowledge of ePLANS, ProjectDox, AMANDA, POS, and Laserfiche would be an asset.

NOTE: This is a newly created position. The incumbent(s) or the department has the option to have the salary grade assigned to this position re-evaluated within nine months of the initial filling of this position. The Director of the division must review and submit the submission to Human Resources within 45 days of receiving it. All required forms of the job evaluation submission must be fully completed in order for the review to occur. If fully completed and updated job evaluation forms (with an updated draft job description) are not received within nine months of the initial filling of the position, the existing job description and rating shall be confirmed.
THE INCUMBENT SHALL COMPLY WITH ALL HEALTH AND SAFETY POLICIES AND PRACTICES FOR THIS POSITION AND THE WORKPLACE. * * * * * * * * * *



Disclaimer: Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination. Terms: The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements. We invite you to visit the departmental webpage to obtain further information on the culture and business of this department. The incumbent shall comply with all Health and Safety Policies and Practices for this position and the workplace. It is the responsibility of the applicants to ensure that their application reaches Human Resources by the closing date or they may not be considered. It is also the responsibility of applicants to supply qualifications, licences and related experience relevant to the qualifications outlined above for this competition as directed. On the basis of the criteria set out above, this posting is open to all applicants The statements made by me are true, complete and correct to the best of my knowledge. I understand that any falsification of statements, misrepresentations, deliberate omission or concealment of information may be considered just cause for discipline, up to and including termination for internal applicants and disqualification for external applicants.