JOB PROFILE
POSITION #: 103042-103050
TITLE:
CLASSIFICATION:
MINISTRY:
WORK UNIT:
SUPERVISOR TITLE:
SUPERVISOR POSITION #:
CENTRALIZED FUNCTION AGENT
Administrative Officer 14
Ministry of Social Development and Social Innovation
Employment and Labour Market Services Division
Team Lead
00103041
JOB OVERVIEW
The Centralized Unit will reside in the Program Management Branch as part of the Business Support Unit. The Business
Support Team is responsible for overall support of client access and service delivery to all clients throughout British
Columbia.
The Centralized Function Agent (Agent), reporting to a team lead, will administer and maintain program and business
applications that meet client and stakeholder needs. The Agent will review Section 25, Authorization to Quit,
Apprentices and Fee Payer client applications ensuring the application is within a jurisdiction of the Program and that
sufficient information has been provided to make an approval or deny determination. The Agent will liaise with a variety
of stakeholders including Service Canada and the Employment Service Centres when inquiring and responding to a
client’s needs.
ACCOUNTABILITIES
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Analyzing requests for accuracy by applying legislation, policies and procedures in determining to
approve or deny a request.
Reviews changes to business mandate, legislation and regulations, provides input into assessment of
impacts on the application and makes recommendations.
Troubleshoots application issues; identifies source of problems, attempts resolution and escalates
unresolved problems.
Using a variety of systems and information technologies to acquire, input and extract client data.
Runs of manipulates existing Structured Query Language (SQL) queries and uses databases utilities to
extract data and create custom reports.
Updates and maintains web administration and issues tracking tools.
Meets regularly with user groups to review issues and discuss enhancements.
Leads user acceptance testing, develops test scenarios and raises system issues for resolution,
coordinates test results and prepares reports.
Provides and obtains information from a variety of stakeholders within and outside of the ministry
including staff, Service Providers, Provincial ministries and Federal counterparts regarding program
policies and procedures.
Develops and maintains training materials and ensures delivery to all internal and external application
users via online and classroom formats.
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Monitors effectiveness of training and makes changes to training content and presentation as
required.
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Provides management with information summaries and exception reports generated by the
application.
June 2013
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Monitors accuracy of transactions made by users to determine if training or application amendments
are required.
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Supports business training of contractor and internal staff in various formats such as mini support calls,
formal release training, ad hoc support training. Maintain Q&A and other support materials related to
training needs.
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Supports development & maintenance of procedures and system related supports e.g. Job Aids,
presentations, support documentation, training materials, etc.
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Assists with maintaining and enhancing program/service tracking systems that gather qualitative and
quantitative performance data.
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Participates with the implementation of systems updates.
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Resolves issues and challenges from clients and/or service providers and escalates as appropriate.
JOB REQUIREMENTS
 Secondary school graduation and related course work or equivalent.
 Three years experience with business applications including report generation and data integrity.
 Experience applying policies and legislation to approve or deny requests.
 Experience working with multiple databases to enter, extract and create custom reports from data.
 Experience in a customer service role.
 Technically proficient in the use of a variety of computer applications required to support the unit.
 Ability to process and manage data accurately and efficiently while maintaining confidentiality.
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Ability to analyze information, identify short comings and determine solutions.
Ability to organize workload in order to meet deadlines.
Ability to work in a virtual environment.
Ability to deal with difficult clients and effectively resolve concerns.
Ability to establish and maintain effective working relationships with internal staff and external
stakeholders.
Good written and oral communication skills.
Knowledge of the Labour Market Development Agreement framework and the relationship to the
Employment Program of BC.
Knowledge of research methodologies.
COMPETENCIES
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June 2013
Improving Operations
Information Seeking
Problem Solving/Judgement
Business Acumen
Teamwork and Cooperation