Job Summary

Under supervision of an Information Management Coordinator, this position coordinates the planning and delivery of customer information application systems and integration with applications related to client billing, asset management, and geographical information systems. This position is responsible for project management, business analysis, evaluation, review, design, and maintenance of computer-based Customer Relationship Management (CRM) systems.

Duties & Responsibilities

• Researches, plans, coordinates, and provides advice concerning the development and implementation and support of new and existing customer information systems, in accordance with customer requirements.
• Reviews, analyzes systems and documents business requirements and processes to ensure efficient and effective processes.
• Supervises and trains staff as assigned.
• Performs project roles as assigned.
• Develops, modifies and reviews new and revised information systems designs, program designs, and all relevant documentation.
• Responds to and resolves production system failures related to CRM systems as required.
• Participates in the development and modification of computer programs using the appropriate technologies, and reviews them as required.   Develops and maintains related documentation.
• Prepares proposals and recommendations for management action.
• Participates in the development and implementation of information technology policies, procedures and standards.
• Maintains knowledge of advancements as they pertain to current and future departmental and corporate IT requirements, with a focus on CRM systems.
• Interacts with vendors and other information technology staff to facilitate problem identification and resolution.
• Performs other related duties as required.

Qualifications

Education, Training and Experience Requirements

• Degree in computational science, information systems or related discipline plus six years' experience in development, delivery, and support of technology services, business analysis, or systems analysis. including two years' experience as a Programmer Analyst III in application development and support OR successful completion of a recognized two-year, post-secondary computer science program, plus eight years' experience in computer services including two years' experience as a Programmer Analyst III in application development and support.
• For the purpose of this posting application development and support must involve 2 years’ current experience in the following areas:
  • Verint Case Management Professional, Verint Knowledge Management Professional, and/or similar enterprise applications that support customer relationship management;
  • Five9 or similar phone-based Contact Center or Interactive Voice Response applications;
  • Advanced knowledge and expertise in the area of web development, including use of .NET and JavaScript/jQuery;
  • Advanced knowledge and expertise with SQL and relational database development, including tools commonly used for Microsoft SQL database integration (such as SQL Server Integration Services).
  • Knowledge and use of Microsoft Azure DevOps for version control, continuous integration, and continuous deployment.
• Experience in the following areas would be considered an asset:
  • Software development and support of applications to support client billing (water or electrical utilities, for examples) and related applications for collection of in-person and online payments;
  • Knowledge of SAP S4/HANA, including use of the EAM module for asset management;
  • Knowledge of geographical information system (GIS) concepts and solutions, especially ESRI GIS technologies.

Knowledge, Abilities and Skills

• Considerable, demonstrated knowledge and experience in designing information systems on a variety of hardware and software platforms.
• Considerable, demonstrated knowledge of the operational characteristics and capabilities of computer systems, equipment and languages.
• Considerable, demonstrated knowledge of a formal system development methodology.
• Considerable, demonstrated knowledge of Information Technology best practices related to requirements gathering, business analysis, system design and implementation, quality assurance, service delivery and operational support.
• Demonstrated knowledge of business analysis methodologies, project management tools and techniques, and the ability to participate in all project roles.
• Demonstrated knowledge of the corporate organization, interdepartmental relationships and the relevant policies, practices and procedures.
• Demonstrated ability to communicate effectively, orally and in writing, including preparing and conducting presentations.
• Demonstrated knowledge of all facets of the application development lifecycle, application quality assurance, supporting practices, and methodologies.
• Demonstrated ability to achieve results through effective leadership and development of others.
• Demonstrated interpersonal skills and the ability to establish effective relationships with all levels of the organization and external contacts.
• Demonstrated ability to deliver outcomes within agreed timelines and within project scope.  Demonstrated ability to control project scope creep.

Requires Security Check

Additional Requirements

Call-back, shift work and overtime may be required.