JOB DESCRIPTION. The Subject Position has no responsibility for ongoing and sustained supervision of other staff.

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1 JOB DESCRIPTION I. JOB IDENTIFICATION Position Title: Business Analyst Job Code: NEW Position Number: Various Linguistic Profile: BBC Group and Level: ADG E Supervisor Title: Chief, Business and Technology Directorate: Business and Technology Service Area: Parliamentary Precinct Operations Effective Date: October 20, 2015 II. POSITION SUMMARY The Business Analyst is accountable for conducting business analysis process reviews and re engineering projects with the purpose of finding opportunities for leveraging technology solutions in improving client service delivery across specific areas of PPO business lines. Leads or contributes to the project development, the user acceptance testing and coordinates the implementation with PPO stakeholders and IS specialist. The incumbent is accountable for the verification and validation during release maintenance of PPO business applications and systems. Responsibilities require providing 2 nd level support services in response to business process and technology problems or incidents reported by clients or escalated for resolution. The position is also responsible for conducting reviews of records and information systems in assigned areas of PPO services, and for identifying issues and opportunities for changes and improvements to align with the PPO and House strategy and plans on Information Management. III. ORGANIZATIONAL STRUCTURE The four (4) Analysts are among seven (7) positions that report directly to the Chief, Business and The other positions include the Lead, Maintenance and Support and two (2) Senior Analysts. The Subject Position has no responsibility for ongoing and sustained supervision of other staff. IV. PRINCIPAL RESPONSIBILITIES 1. Leads or contributes to the development of projects aimed at defining new opportunities for integrating or enhancing technology solutions as enablers to improved service delivery in specific areas of PPO business delivery (e.g. catering, room reservation, dispatch, inventory management, printing and mailing, trade and other support services), and acts as business analysis expert in leading PPO stakeholder work groups in the review and re engineering of their business processes to facilitate and optimize the use of technology in increasing PPO service performance to Members of Parliament, the House Administration and Parliamentary Precinct partners. 1

2 2. Provides project leadership in the development and execution of communication plans and change management plans pertaining to assigned projects, identifies the priorities, constraints and potential risks, and establishes mitigation plans. Ensures that project approaches are in line with HoC strategic plans and HoC approved software and hardware. The Business Analyst ensures that controls, resource management, approval and reporting requirements follow IS processes for compliance and on going support. 3. Coordinates resources assigned to projects and leads collaboration with PPO service areas, subjectmatter experts (SME) and IS systems analyst in the design of business process improvement and transformation initiatives. Coordinates the logistics for work group sessions, facilitates and provides guidance to the identification and review of project goals and business process requirements. Leads comprehensive process mapping and flow charting of processes and sub processes, guides the design, implementation and validation of technology solutions, and ensures the documentation of system and business processes. Conducts post implementation assessment of project outcomes and provides additional assistance in refining process changes. 4. Contributes to release maintenance requirements gathering and analysis for defects or enhancements to PPO systems and business applications, ensures that the solution design meets the needs and requirements of the business processes as well performs verification and validation on all PPO business applications. Configures business applications settings and user interfaces to meet the needs of all clients and to address issues stemming from diverse operating platforms, nonstandard software applications, web browsers, etc. 5. Provides the 2 nd level of technical support in response to incidents and problems raised by clients or escalated by 1 st level support consultants in regard to issues with business applications and systems that deliver printing and mailing services to Members of Parliament (Hill and constituency offices), as well as other PPO services for HoC clients and Parliamentary partners. Conducts diagnostics of reported problems (remote or on site when required or applicable), initiates and documents problem resolution solutions. Liaises with suppliers to research solutions to COTS systems problems, and maintains work relationships with IS technical teams to troubleshoot and resolve problems with in house developed systems. 6. Responds on a continual basis to client and colleague requests for support and guidance on PPO business applications, systems and technologies, including the installation and configuration of nonstandard software, as well as the configuration of dedicated systems. Provides coaching and advice on the use and implementation of best practices. Prepares and maintains reports relating to support services for PPO business applications and systems. 7. Leads the development and execution of training plans associated with specific initiatives involving new or enhanced technologies supporting PPO service delivery, develops training materials and tools, and facilitates training sessions. Evaluates the outcomes of training plans, identifies best practices and areas for improvement, and provides additional group or individual coaching. 8. As workgroup admin, advise project team on PPO network share structure and network groups. Analyses network and group requirements with IS specialist and executes the appropriate solution for the project. 9. Provides an application support role in the implementation of the corporate content management system (Symphonie). Provides expertise in ensuring that the design and implementation of information management solutions and records management systems sustain the accessibility and accuracy of information, identifies IM issues and priorities as well as opportunities to improve information management. Conducts monitoring to ensure that the use of IM resources comply with established procedures, standards and best practices.. 2

3 V. KNOWLEDGE, SKILLS AND EXPERIENCE Education Successful completion of post secondary education in information technology or in computer science OR an acceptable combination of education, training and related experience. Knowledge Knowledge of the principles, methods and industry best practices that guide the conduct of business process analysis. Knowledge of business analysis concepts, including user requirements definition, business process mapping, cost benefit analysis, process capability, risk/mitigate analysis, solution design, etc. Knowledge of the principles, methods and practices of project management, including the approaches and methods for the development of budget plans, project communications plans and change management plans Knowledge of best practices in quality assurance. Knowledge of the concepts relating to solutions development and re engineering, including the phases relating to design, development, implementation, postimplementation, maintenance and continuous improvement. Knowledge of the system development lifecycle and the various testing concepts (e.g. black box; white box; regression; test cases) to validate technology solutions. Knowledge of the principles, methods and techniques for providing technology support and incident management services. Knowledge of House of Commons organization, multiple clients and related business requirements, of the House IT infrastructure, policies and services. Knowledge of technology solutions and processes related to modern Information Management. Knowledge of the PPO organization, its various business lines and client delivery responsibilities, of the business processes and technology or other processes supporting service delivery. Knowledge of various COTS and in house business applications, systems, web portals and other mechanisms supporting the delivery of specific PPO services to various clients groups. Experience Experience in planning and conducting business analysis and transformation projects that use technology solutions to improve clients services. Experience in facilitating client work groups in the identification of evolving business needs and opportunities for improvements to their business processes through technological innovation. Experience in developing change management and communications plans. Experience in the development and implementation of testing plans for new or enhanced PPO technology solutions. Experience in configuring systems. Experience in conducting 2nd level support for the resolution of client technology problems. Experience in developing training plans and user guides and delivering training. Experience in the review and analysis of solutions to support modern IM service delivery. Skills Strong leadership and inter personal skills to oversee and guide multi functional work groups. Excellent verbal and written communications skills in both official languages. Presentation, listening and facilitation skills. 3

4 Excellent judgment, initiative and problem solving skills. VI. WORKING RELATIONSHIPS Contact Members of Parliament and their staff, House Officers, House Administration and Parliamentary Precinct partner clients. PPO business line managers and staff. Information Services IM/IT specialists. Purpose/Result of Contact To respond to client requests for support and assistance in regard to various business applications and systems that enables the delivery of PPO services to clients. To assist, troubleshoot and coach clients in regard to processes for obtaining services To lead work groups in facilitating sessions that support the identification of requirements for improvements to business delivery processes and systems, to provide group and individual training on new or major changes to applications and systems, to coach on best practices in information management. To lead testing and provide support on the implementation of new applications and systems within a project. To ensure changes made to existing systems meet client and process requirements. To liaise in the planning and implementation of new or evolving business application/system projects, to obtain agreement and negotiate technology project delivery and timelines, and to contribute to the planning of release and maintenance requirements. To escalate unresolved problems with applications or systems or to obtain agreement on the implementation of support solutions that require IT expertise, as well as to initiate and oversee change requests. Also to discuss urgent problems pertaining to system failures, application and hardware technical issues, and to arrange for urgent support and repairs. To discuss and elaborate on technical issues pertaining to PPO IT infrastructure (e.g. network changes; hardware/software installations and updates; server interruption scheduling; etc.), and to ensure quality control. To represent PPO interests and goals on various IM/IT corporate project committees. Contractual suppliers and third party vendors To communicate problems and to obtain support services in troubleshooting technical or compliance issues with infrastructure or applications delivering PPO services to clients. To discuss new and existing technologies, as well as to coordinate services linked to the implementation of new technologies in the PPO environment. 4

5 VII. PROBLEM SOLVING 1. Challenge/Situation: Challenge/Situation and Response Ensure the effective management of specific business process review and re engineering projects to achieve a greater performance in the delivery of PPO services to its multiple clients. Response: Lead the planning and implementation of projects, the facilitation of group workshop sessions that define the opportunities for advancing business service delivery through business process re engineering, and provide specialist guidance and advice in defining technology solutions that meet client needs. Propose strategies and approaches to the review of business processes and procedures and the transformation of business processes to improve efficiency in all functionalities, and to achieve results in such areas as turn around time, process quality, client service; etc. Conduct infrastructure and technology scans that enable longer term assessment of technological trends, opportunities and imperatives in the specific field, research solutions that best meet the needs of the PPO business line, coordinate assigned projects or technology improvement initiatives, and develop related work plans, including the change management and communications plans. Provides team leadership on aspects of design, test specialized applications and equipment to identify benefits and conflicts with the HoC environment, document the installation and configuration, and make recommendations on the technological directions based o n findings. Execute and/or coordinate implementation and training. 2. Challenge/Situation: Provide a key role in release maintenance and optimization linked to PPO business applications and systems. Response: Review and analyze the application/system solution design and provide the approval. Performs the testing of business applications and updates to PPO infrastructures and systems to identify any problems and issues. Determine the configuration requirements stemming from new releases, and execute requirements. Assistance/Reference/Support Guidance is available from the Chief, Business and Refers to PPO project plans and priorities. Refers to industry best practices pertaining to business process analysis and transformation. Refers to the HoC and IS project management framework. Support is available from colleagues (Business Analyst) and Senior Analyst. Guidance is available from the Chief, Business and Refers to the IS process and procedures relating to release planning and deployment. Refers to business process and system documentation. Guidance is available from IS IT specialists. Support is available from colleagues (Business Analyst) and Senior Analyst and the Lead, Maintenance and Support. 5

6 Challenge/Situation and Response 3. Challenge/Situation: Provide 2 nd level support and incident management services that ensures the effective and timely resolution of problems and issues with PPO applications and systems. Response: Review, analyse and assess cases referred directly by clients or escalated by the 1st level Support Consultants in terms of scope and type of problem/incident and apply a more in depth knowledge of the specific applications/system to troubleshoot and determine the solution to incidents and issues. Access the client s technical infrastructure and applications through diagnostic tools (remote or on site when required or applicable), examine the nature and cause(s) of problems, and determine the corrective action to take. In the case of the more complex problems, review information bases and documentation mechanisms to identify precedents and related solutions, and determine the solutions that can be taken at the 2nd level of response. Determine whether solutions must be escalated and referred to IT specialists involved in the incident management process. Assume the role of Business Application Support Officer (BASO) in responding to business needs and incidents pertaining to the management information system. 4. Challenge/Situation: Through projects and maintenance requirements, The Business Analyst provide internal expertise in the operational implementation of the PPO strategy and plans on Information Management, and ensure that approaches are integrated and aligned with the HoC s long term corporate IM/IT initiatives to the benefit of the broader parliamentary user community. Assistance/Reference/Support Guidance is available from the Chief, Business and Refers to the internal PPO and IS protocols on support services and problem escalation. Refers to manufacturer and inhouse documentation on application and system support requirements. Support is available from colleagues (Business Analyst) and Senior Analyst. Guidance is available from the Chief, Business and Refers to the HoC IM strategy and plans, and the PPO directions and requirements on IM implementation. 6

7 Response: Challenge/Situation and Response Undertake assigned projects and conduct analyses in specific areas of PPO services records and information management systems, determine the requirements for compliance and alignment with the IM strategy and plan, identify issues, priorities and opportunities for changes and improvements to internal IM approaches, particularly in regard to the transition to the new content management system (Symphonie). Maintain and guide the ongoing development of records and IM tools to ensure appropriate lifecycle management of all records. Ensures that strategies, objectives, classification system and retention schedules for PPO records meet IM goals. Develop and implement communication strategies on IM functions and plans, and ensure ongoing communications related to new/planned IM initiatives and on the progress if current IM initiatives. Acts as custodian of the Symphonie site collection, and performs the role of Symphonie Application Support Officer (SASO) in providing guidance, advice and ensuring compliance on naming and file conventions, the creation of metadata, etc. Assistance/Reference/Support Guidance and Support is available from the Lead, Maintenance and Support. VIII. ACCOUNTABILITY Decisions Develops the project plans, change management and communications plans that guide the development and implementation of assigned business process analyses and re engineering initiatives, including the design and testing of the solutions that respond to PPO service delivery improvements and performance efficiency objectives. Conducts evaluations of incidents/problems raised by clients or 1 st level Support Consultants regarding the operation of PPO business applications/systems, reviews actions taken by the 1st level at the preliminary problem review stage, and following established processes and practices defined for Level 2 incident management, conducts diagnostics and applies the appropriate corrective measure to restore functionality with hardware and software. Ensures that problems and solutions are clearly documented. Reviews, negotiates and approves solution design Impact Activities and decisions have significant implications on the design of business process transformation and technology solutions that result in important gains in service delivery efficiencies to clients across different areas of PPO business services (e.g. catering, room reservation, dispatch, inventory management, printing and mailing, trade and other support services) Activities and decisions impact on the rapid identification of the nature and cause of client problems and issues with PPO applications and systems, and on the application of remedial solutions that restore services or hardware/software functionality to the client in a timely manner. Additionally, ensuring that PPO s products or services are delivered with minimal delays. Activities and decisions highly impact the solution 7

8 Decisions to ensure requirements are met and performs verification and validation. Performs smoke testing to ensure application reliability and consistency as well as ensure that no defects were introduced. Recommendations Impact implementation for defects and enhancements to PPO s business applications, resulting in fewer workarounds and decreasing/ improving business process. To Whom Conducts ongoing reviews and evaluations in specific areas of PPO business process and supporting technology solutions, and makes recommendations on new enhancements, learning and communications initiatives to improve client satisfaction and PPO business delivery. Conducts assessments of incidents and problems with PPO applications and systems, and change requests, and makes recommendations on elements of solution design and remedial action. Makes recommendations in regard to the coordination of projects milestones and deliver to best minimize service interruptions. Reviews records and information management systems in specific areas of PPO service delivery, and makes recommendations on changes and migration to new IM solutions that align with PPO and corporate strategies, plans and objectives. Conducts reviews on PPO s business processes, determines gaps and makes recommendations on to be processes and supporting IM/IT initiatives. Technology and to PPO Senior Business Analyst and to clients from the specific PPO business line. Technology, to PPO Senior Business Analyst and IS IT specialists Technology and the Lead, Maintenance and Support Technology and to PPO Senior Business Analyst IX. WORKING CONDITIONS A Physical Effort The work is performed while mostly seated at a desk or in meeting rooms, and involves minimal physical effort. B Physical Environment Activities are performed in a climate controlled office where there are few disagreeable environmental conditions other than the regular glare from a computer monitor and surrounding office noise. At times, the incumbent will be required to go off site to different locations to verify, inspect, or troubleshoot system deficiencies. C Sensory Attention Sustained attention is necessary when conducting comprehensive analyses of business processes, in identifying workflows and detailed procedures, as well as when testing releases and identifying problems. Sustained visual attention is also necessary when conducting 2 nd level incident management and problem resolution of client calls pertaining to issues with business applications, in identifying the source of problems and taking corrective action. 8

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