Business Process Analyst

Project Manager

Network Administrator

Database Administrator

Systems Engineer

PC Technician

Service Desk Technician – Level I

Job Description – Business Process Analyst

Business Process Analyst

The Business Process Analyst’s role is to devise and design business process requirements for all IT-related business, financial, and operations systems critical to core organizational functions.  This includes researching and analyzing data in support of business functions, process knowledge, and systems requirements. The Business Process Analyst is also responsible for proactively generating and compiling reports based on his or her findings, complete with recommended improvements to – or new requirements for – business processes and operational procedures. This individual will apply proven communication, analytical, and problem-solving skills to help maximize the benefit of IT system investments and to assist in implementing new computer systems.

Strategy & Planning

• Chart existing business processes in order to define current business activities for the development of procedures and models
• .Meet with decision makers, systems owners, and end users to define business, financial, and operations requirements and systems goals.
  Research, review, and analyze the effectiveness and efficiency of existing processes and develop strategies for enhancing or further leveraging these processes.
• Prototype new procedures for the purpose of enhancing business processes, operations, and information process flow.
• Prepare and deliver reports, recommendations, or alternatives for improving processes in operating systems across the organization.
• Perform cost-benefit and return on investment (ROI) analyses for proposed changes to aid management in making implementation decisions.
• Identify and establish scope and parameters of process analysis in order to define impact, outcome criteria, and measure-taking actions.

Acquisition & Deployment

• Collaborate in the planning, design, development, and deployment of new applications, and enhancements to existing applications.
• Assist in conducting research on software and hardware products to justify recommendations and to support purchasing efforts.

Operational Management

• Develop, standardize, and maintain new or improved processes based on findings and analysis.
• Communicate process changes, enhancements, and modifications – verbally or through written documentation – to management, peers, staff, and other employees so that issues and solutions are understood.
• Create process models, specifications, diagrams, and charts to provide direction to system programmers.
• Develop budgets and timeframes for process changes in order to support company objectives.
• Liaise with various business groups in the organization to facilitate implementation of new or improved business processes.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new processes, and other post-implementation support.
• Provide guidance and/or instruction to junior staff members.

Formal Education & Certification

• College diploma or university degree in the field of business administration, computer science, finance, or management information systems.

Knowledge & Experience

• Proven experience with business and technical requirements analysis, business process modeling/mapping, methodology development, and data modeling.
• Experience overseeing the design, development, and implementation of software and hardware solutions, systems, or products.
• Proven experience in the operation and analysis of database hardware, software, and standards, as well as data retrieval methodologies and mainframe applications.
• Extensive practical knowledge in importing data for use in report software, spreadsheets, graphs, and flowcharts.
• Ability to create systematic and manual operations procedures in both technical and user-friendly language.
• Ability to apply statistical and other research methods into systems issues and products as required.
• Working technical knowledge of major current programming languages.
• Working knowledge of network and PC operating systems, including Windows Server, Linux, or Novell
• Working knowledge of current network hardware, protocols, and standards.
  Excellent understanding of the organization’s goals and objectives.

Personal Attributes

• Able to exercise independent judgement and take action on it.
• Excellent analytical, mathematical, and creative problem-solving skills.
• Excellent listening, interpersonal, written, and oral communication skills.
• Logical and efficient, with keen attention to detail.
• Highly self motivated and directed.
• Ability to effectively prioritize and execute tasks while under pressure.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• Occasional evening and weekend work to meet deadlines.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard or mouse, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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Job Description – Project Manager

Title

Project Manager

Description

The role of the Project Manager is to plan, execute, and finalize projects according to strict deadlines and within budget. This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants in order to deliver projects according to plan. The Project Manager will also define the project’s objectives and oversee quality control throughout its life cycle.

Responsibilities

Strategy & Planning

• Define project scope, goals and deliverables that support business goals in
• collaboration with senior management and stakeholders.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Liaise with project stakeholders on an ongoing basis.
• Set and continually manage project expectations with team members and other stakeholders.
• Plan and schedule project timelines and milestones using appropriate tools.
  Track project milestones and deliverables.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Define project success criteria and disseminate them to involved parties throughout project life cycle.
• Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements.
• Develop best practices and tools for project execution and management.

Acquisition & Deployment

• Estimate the resources and participants needed to achieve project goals.
• Draft and submit budget proposals, and recommend subsequent budget changes where necessary.
• Where required, negotiate with other department managers for the acquisition of required personnel from within the company.
• Determine and assess need for additional staff and/or consultants and make the appropriate recruitments if necessary during project cycle.

Operational Management

• Direct and manage project development from beginning to end.
• Develop full-scale project plans and associated communications documents.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the project team.
• Identify and manage project dependencies and critical path.
• Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.
• Build, develop, and grow any business relationships vital to the success of the project.

Position Requirements

Formal Education & Certification

• University degree or college diploma.
• Certifications in project management. PMP preferred, but not required.

Knowledge & Experience

• 2-6 years direct work experience in a project management capacity, including all aspects of process development and execution.
• Strong familiarity with various project management software.
• Solid working knowledge of current Internet technologies such as PMI.
• Demonstrated experience in personnel management.
• Technically competent with various software programs, such as Microsoft Project, Office suite.

Personal Attributes

• Experience at working both independently and in a team-oriented, collaborative environment is essential.
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.
• Reacts to project adjustments and alterations promptly and efficiently.
  Flexible during times of change.
• Ability to read communication styles of team members and contractors who come from a broad spectrum of disciplines.
• Persuasive, encouraging, and motivating.
• Ability to elicit cooperation from a wide variety of sources, including upper management, clients, and other departments.
• Ability to defuse tension among project team, should it arise.
• Ability to bring project to successful completion through political sensitivity.
• Strong written and oral communication skills.
• Strong interpersonal skills.
• Adept at conducting research into project-related issues and products.
• Must be able to learn, understand, and apply new technologies.
• Customer service skills an asset.
• Ability to effectively prioritize and execute tasks in a high-pressure environment iscrucial.
• Tenacious.

Work Conditions

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects.
• Physically able to participate in training sessions, presentations, and meetings.
• Some travel may be required for the purpose of meeting with clients, stakeholders, or off-site personnel/management.

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Job Description – Network Administrator

Network Administrator

The Network Administrator’s role is to ensure the stable operation of the in-house computer network. This includes planning, developing, installing, configuring, maintaining, supporting, and optimizing all network hardware, software, and communication links. The person will also analyze and resolve end user hardware and software computer problems in a timely and accurate fashion, and provide end user training where required.

Strategy & Planning

• Perform network design and capacity planning.
• Develop, implement and maintain policies, procedures and associated training plans for network resource administration, appropriate use, and disaster recovery.
• Establish service level agreements with end users.

Acquisition & Deployment

• Oversee installation, configuration, maintenance, and troubleshooting of end user workstation hardware, software, and peripheral devices.
• Interact and negotiate with vendors, outsourcers, and contractors to secure network products and services.
• Conduct research on network products, services, protocols, and standards in support of network procurement and development efforts.

Operational Management

• Manage servers, including e-mail, print, and backup servers and their associated operating systems and software.
• Manage security solutions, including firewall, anti-virus, and intrusion detection systems.
  Manage all network hardware and equipment, including routers, switches, hubs, and UPSs.
• Ensure network connectivity of all workstations.
• Administer all equipment, hardware and software upgrades.
• Practice network asset management, including maintenance of network component inventory and related documentation and technical specifications information.
• Administer and maintain end user accounts, permissions, and access rights.
• Perform server and security audits.
• Perform system backups and recovery.
• Monitor and test network performance and provide network performance statistics and reports.
• Recommend, schedule, and perform network improvements, upgrades, and repairs.
• Manage and/or provide guidance to junior members of the team.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 4 years equivalent work experience.
• Certifications in Microsoft Windows Server, Linux, etc. preferred

Knowledge & Experience

• Working technical knowledge of network and PC operating systems, including Windows Server, Novell, or Unix.
• Working technical knowledge of current network hardware, protocols, and standards,
  Hands-on hardware troubleshooting experience.
• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.

Personal Attributes

• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to conduct research into networking issues and products as required.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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Job Description – Database Administrator

Title

Database Administrator

Description

The Database Administrator’s role is to design, install, monitor, maintain, and performance tune production databases while ensuring high levels of data availability. This individual is also responsible for developing, implementing, and overseeing database policies and procedures to ensure the integrity and availability of databases and their accompanying software.

Strategy & Planning

• Assess and develop long-term strategic goals for production databases in conjunction with data owners and department managers.
• Work with application development staff to develop database architectures, coding standards, and quality assurance policies and procedures.
• Design and implement redundant systems, policies, and procedures for disaster recovery and data archiving to ensure effective protection and integrity of data assets.

Acquisition & Deployment

Conduct research and make recommendations on database products, services, protocols, and standards in support of procurement and development efforts.

Operational Management

• Create models for new database development and/or changes to existing ones.
• Install and configure relevant network components to ensure database access as well as database consistency and integrity.
• Respond to and resolve database access and performance issues.
• Monitor database system details within the database, including stored procedures and execution time, and implement efficiency improvements.
• Monitor, optimize and allocate physical data storage for database systems.
• Plan and coordinate data migrations between systems.
• Develop, implement, and maintain change control and testing processes for modifications to databases.
• Create, or support creation of, required reports in response to business user needs.
  Perform database transaction and security audits.
• Establish appropriate end-user database access control levels.
• Develop routines for end users to facilitate best practices database use.
  Manage and/or provide guidance to junior members of the team.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 4 years equivalent work experience.
• Certifications in Microsoft SQL or Oracle.

Knowledge & Experience

• Strong understanding of database structures, theories, principles, and practices.
• Working technical experience with designing, building, installing, configuring and supporting database servers, including Microsoft SQL and/or Oracle
• Hands-on database tuning and troubleshooting experience.
• Experience with data processing flowcharting techniques.
• Project management experience.
• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.

Personal Attributes

• Good written and oral communication skills.
• Strong technical documentation skills.
• Good interpersonal skills.
• Ability to conduct research into database issues, standards, and products as required.
• Ability to present ideas in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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Job Description – Systems Engineer

Systems Engineer

The Systems Engineer’s role is to ensure the stability, integrity, and efficient operation of the in-house information systems that support core organizational functions. This is achieved by monitoring, maintaining, supporting, and optimizing all networked software and associated operating systems. The Systems Engineer will apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues in order to maximize the benefit of IT systems investments.

Strategy & Planning

• Collaborate with network staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes.
• Work with executive team members, decision makers, and stakeholders to define business requirements and systems goals, and to identify and resolve business systems issues.

Acquisition & Deployment

• Design and deploy new applications and enhancements to existing applications, software, and operating systems.
• Perform cost-benefit and return on investment analyses for proposed systems to aid management in making implementation decisions.
• Conduct research on software and systems products to justify recommendations and to support purchasing efforts.
• Interact and negotiate with vendors, outsourcers, and contractors to secure system-related products and services.

Operational Management

• Gauge the effectiveness and efficiency of existing systems; develop and implement strategies for improving or further leveraging these systems.
• Propose and create system design models, specifications, diagrams, and charts to provide direction to system programmer and development teams.
• Design and perform server and security audits, system backup procedures, and other recovery processes in accordance with the company’s disaster recovery and business continuity strategies.
• Integrate servers, including database, e-mail, print, and backup servers and their associated software into enterprise systems.
• Ensure system connectivity of all servers, shared software, groupware, and other applications.
• Create and maintain documentation as it relates to system configuration, mapping, processes, and service records.
• Ensure compatibility and interoperability of in-house computing systems.
• Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
• Monitor and test system performance; prepare and deliver system performance statistics and reports.
• Provide orientation and training to end users for all modified and new systems.

Formal Education & Certification

University degree in computer science or software engineering and/or 4 years equivalent work experience.

Knowledge & Experience

• Proven experience in overseeing the design, development, and implementation of software systems, applications, and related products.
• Proven experience with systems planning, security principles, and general software management best practices.
• Working technical knowledge of current software protocols, and Internet standards.
• Extensive experience with core software applications, including Microsoft SQL, Exchange, etc.
• Excellent software troubleshooting experience.
• Extensive application support experience with Microsoft Back Office applications.
• Working knowledge of network and PC operating systems, including Microsoft Windows and Linux.
• Competence with testing, flowchart, and data mapping tools and procedures.
• Excellent understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.

Personal Attributes

• Good project management skills.
• Excellent written, oral, and interpersonal communication skills.
• Ability to conduct research into systems issues and products as required.
• Ability to communicate ideas in both technical and user-friendly language.
• Highly self motivated and directed, with keen attention to detail.
• Proven analytical and creative problem-solving abilities.
• Able to prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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Job Description – PC Technician

PC Technician

The PC Technician’s role is to support and maintain in-house computer systems, desktops, and peripherals. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment while ensuring optimal workstation performance. The person will also troubleshoot problem areas in a timely and accurate fashion, and provide end user training and assistance where required.

Strategy & Planning

• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring PC performance.
• Accurately document instances of hardware failure, repair, installation, and removal.
  Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Support development and implementation of new computer projects and new hardware installations.
• Maintain up-to-date knowledge of hardware and equipment contracts and supervise contract-based installations.
• Aid in development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.

Acquisition & Deployment

• Conduct research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.
  Write technical specifications for purchase of PCs, networking hardware and related products.
• Recommend, schedule, and perform PC, hardware and peripheral equipment improvements, upgrades, and repairs.

Operational Management

• Work with end users to identify and deliver required PC service levels.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, networked peripheral devices, and networking hardware products.
• Where required, install, configure, test, maintain, monitor, and troubleshoot associated end user workstation software and networking software products.
• Perform on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails regarding PC and/or hardware problems.
• Develop and maintain an inventory of all monitors, keyboards, hard drives, modems, printers, scanners, and other peripheral equipment.
• Monitor and test PC performance and provide PC performance statistics and reports.
  Construct, install, and test customized configurations based on various platforms and operating systems.
• If necessary, liaise with third-party support and PC equipment vendors.
• Provide guidance to junior members of the team as required.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2-6 years equivalent work experience.
• Certification in A+ or equivalent.

Knowledge & Experience

• Excellent technical knowledge of network and PC hardware.
• Hands-on hardware troubleshooting experience.
• Working technical knowledge of current network protocols, operating systems, and standards.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.

Personal Attributes

• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer-service orientation.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

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Job Description – Service Desk Technician – Level I

Service Desk Technician – Level I

The Level I Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.

Acquisition & Deployment

Assist in software releases and roll-outs and communication to the end users.

Operational Management

• Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Build rapport and elicit problem details from service desk customers.
• Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups to help requests.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.

Formal Education & Certification

• College diploma or university degree in the field of computer science and/or 2 or more years equivalent work experience.
• Certifications in A+ or similar preferred.

Knowledge & Experience

• Knowledge of basic computer hardware.
• Experience with desktop and server operating systems.
• Extensive application support experience with Microsoft and Lotus Office Suite.
• Working knowledge of a range of diagnostic utilities.
• Experience with desktop and server operating systems, including Windows Server and Linux.
• Good written and oral communication skills.
• Good interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Fluent English
•  

Personal Attributes

• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

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