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Operations - Production Specialist

Date: May, 2011                           GRADE:  USG 7/8
Reports to (Job Title): Technical Services Manager
Jobs Reporting (Job Titles): None
Location: Waterloo Campus

Primary Purpose

The Production Specialist provides support for all applications in Cooperative Education and in the Centre for Career Action including core employment systems, numerous in-house developed databases, applications and web sites.

Key Accountabilities:

1.Production support

Trouble shoot and resolve production problems on core systems and databases

Ensure security of CECA applications, computer and telephone accounts.

Provide support to help desk on application specific questions

Ensure integrity of data in applications and reports

Respond to ad-hoc queries or requests for data


2.Ensure a pro-active approach to each term’s production schedule and system configurations

Coordinate the production schedule required to support the term calendars. Ensure reports, data extraction and system maintenance activities are scheduled and delivered on time

Ensure systems are configured each term to support the business processes (term set up, work term cards, work flows, roles etc)

Ensure data or process changes are appropriately reflected in the system configuration and reports

Maintain a testing environment

Ensure appropriate documentation is available, accurate and up to date


2.Link to Information Systems and Technology (IST) to

Ensure appropriate technical support and infrastructure.

Ensure our use of applications and security adhere to IST standards

Ensure system change requests outside of CECA’s scope are logged with IST and appropriately prioritized


4.Coordinate approved technical projects in CECA and / or in partnership with IST

Set and communicate project scope and timelines

Perform technical analysis to ensure business requirements are met

Complete appropriate testing

Position Requirements

Education:

University undergraduate degree.

Experience:

2 years experience providing technical / software / or reporting or application support to end users

Experience in maintaining a test environment and executing a test strategy

Knowledge of databases and CECA's database structures is an asset

Technical:

MS Word Excel PowerPoint Other
Begineer Average beginner Expert in CECA core employment system (JobMine) and database structures, Experience in all CECA applications
Knowledge of CECA processes and policies

Nature and Scope

Interpersonal Skills:

The Production Specialist is detail oriented and has strong analytical thinking skills, and the ability to understand the business problem that they are trying to solve through creatively applying their knowledge of technology. The Production Specialist leverages excellent interpersonal and verbal communication skills, along with a professional manner, and effective probing, problem solving and sound decision-making skills to respond efficiently and effectively to internal customers.

Level of Responsibility:

This job has specialized work with minimal supervision and provides guidance to others (e.g. assisting help desk with complex issues). They make recommendations to solve business problems within an inflexible system and assist with solving production issues impacting others outside CECA.


Problem solving
The Production Specialist solves complex issues with applications, and applies sound judgment to set and adhere to priorities.


Financial Accountability
None


Internal and External Contacts
Internal:
The Production Specialist collaborates with IST to ensure support for day to day operation of the systems, with help desk staff to assist with complex issues, with faculties for specific application support, and with the Registrar to ensure integrity of data across both systems. The Production Specialist collaborates with CECA Business Analysts and other CECA end users to provide technical requirements, and with the Operations Manager to ensure the core systems are ready to support the processes each term.


External:
None

Decision-Making Authority:

The Production Specialist makes decisions about how best to resolve technical issues and support systems and applications.

Physical and Sensory Demands:

This role requires exertion of physical or sensory effort resulting in slight fatigue, strain or risk of injury.

Working Environment:

This role involves minimal physical or psychological risk resulting from unavoidable exposure to hazardous, disagreeable or uncomfortable environmental conditions. Support for core systems implies Technical Services staff may be required to work outside of core business hours.