POSITION DESCRIPTION
Citizens' Services / Service BC
POSITION TITLE:
Systems Support Analyst
DIVISION:
(e.g., Division, Region, Department)
Regional Operations
UNIT:
(e.g., Branch, Area, District)
Service BC
APPROVED CLASSIFICATION
SUPERVISOR’S TITLE:
SUPERVISOR’S CLASSIFICATION:
IS21
Team Lead
IS27
POSITION
NUMBER(S):
LOCATION:
45938 & 45873
Victoria
CLASS CODE
POSITION
NUMBER
PHONE NUMBER:
45875
356-7785
PROGRAM
Service BC is the provincial government’s chief provider of front-line service to the public, in person, by phone or over the
Internet, and is a core business area within the Ministry of Citizens’ Services. Regional Operations is responsible for the
management and operation of Service BC’s in-person regional points of service, including 60 Service BC Centres, the
Service BC Community Access Terminal sites and the provision of a government service index to the public through the
internet.
The Revenue and Financial Systems section of Regional Operations is responsible for the design specifications, financial
integrity and administration of the Government Agents Revenue Management System (GARMS). GARMS is the
preferred point of sales system used across ministries, Crown Corporations and agencies as well as Service BC Centres
for the collection of approximately $1 billion in revenue annually. The section also develops financial policy and
procedures and performs review and reconciliation processes to provide effective controls over the revenue collection
process.
PURPOSE OF POSITION
Under the general direction of the Team Lead, the Systems Support Analyst is responsible for providing technical and
business support, security, maintenance and administration in support of the Government Agent Revenue Management
System (GARMS); as well as being a team member in support of other technical issues and projects that have a direct
affect on the field operations of Service BC including PC Refresh, office relocations and service amalgamations, and
other projects.
The Systems Support Analyst is the subject matter expert for business and technical support and problem resolution in
the areas of GARMS including: operations, security, production control, quality assurance; revenue and systems policies,
procedures, reports, documentation and controls.
The Systems Support Analyst acts as the single point of contact for the collection, analysis, escalation and resolution of
all requests and issues regarding GARMS by over 1,200 users. The Systems Support Analyst resolves over 95% of
issues without further escalation.
The position is the data and database administrator for the Government Agent Time Tracker (GATT) & Oracle databases.
Document1
Page 1 of 9
NATURE OF WORK AND POSITION LINKS
The Systems Support Analyst works in a dynamic, results-oriented environment with frequently changing issues, priorities
and projects.
The Systems Support Analyst provides GARMS point of sale technical and business support and issue resolution
services to Service BC staff, ministries, Crown Corporations and agencies.
The Systems Support Analyst must develop and maintain an extensive network of technical and business contacts in
order to quickly provide effective, service oriented solutions that support Customer Service Representatives (CSR) at the
counter serving the public.
The Systems Support Analyst must develop and maintain the following relationships:















GARMS users (Service BC, government ministries, Crown Corporations and external agencies)
Service BC Executive
Information Management Branch (IMB)
Branch Program Managers
Regional Service Delivery Staff
Client Liaisons/Program managers
Shared Services BC
Provincial Treasury
Corporate Accounting System (CAS)
Other Government Help Desks
Other Government Security Personnel - Group Data Security Administrators (GDSA)
Office of the Chief Information Officer
Contracted Staff (GARMS maintenance contract)
Hardware vendors
ICBC
SPECIFIC ACCOUNTABILITIES / DELIVERABLES
Systems Support
Support Service BC Headquarters and it’s 60 Service BC Centres throughout the province (approximately 1,200 users,
400 computers, and numerous peripherals) by providing technical, software, and hardware support on the GARMS
application, Government Agent Time Tracker database, Oracle database and other projects by:
a. Providing support to resolve hardware, software, and systems issues, or escalate as required;
b. Resolving systems issues within GARMS, ministry feeder applications, email, Internet Explorer, peripheral
devices and programs;
c. Creating, testing, and maintaining current hardware images; staging computers; supporting Community
Access Terminal (CATs) infrastructure;
d. Researching, recommending and upgrading software to current supported versions;
e. Responding to GARMS software failures and taking the necessary actions to get users operating normally;
f. Responding to, assisting, advising, and resolving users’ hardware and software queries;
g. Providing instruction and assistance to users requiring setup and maintenance of thermal printers;
h. Maintaining Helpdesk application, and tracking problem calls to ensure timely resolution and follow-up with
users and ensure calls are satisfactorily completed or escalated, if required;
i. Communicating with Citizens’ Services IMB, Shared Services, systems contractors, software/hardware
vendors on technical matters to resolve issues;
j. Developing training material and providing systems training/orientation to new and current users, individually
and in groups, adjusting the depth of training to match the audience;
k. Raising service delivery issues, collaborates and supports Oracle and Government wide system upgrades.
l. Identifying support solutions when new client systems and programs are implemented;
m. Managing asset disposal in accordance with accepted practices and policies including: the identification of
assets for disposal and recommending replacement options;
Document1
Page 2 of 9
Provides quality assurance and systems testing functions for the GARMS application infrastructure by:
a.
b.
c.
d.
e.
f.
g.
Performing ongoing system quality reviews;
Recommending and participating in system enhancements and development to GARMS;
Providing technical expertise on implementation strategies;
Testing new products and systems;
Co-ordinating testing to meet required timelines;
Participating in pilot projects;
Creating test plans and performing end user testing for new system requirements, enhancements and
business continuation plans;
h. Performing integration testing with other systems;
i. Establishing and maintaining test environments for GARMS users and client ministries;
j. Co-ordinating and testing system disaster recovery plans;
k. Performing system based risk and control reviews;
l. Evaluating the risk and controls of GARMS to ensure compliance with the Core Policy and Procedures
Manual (CPPM);
m. Ensures internal controls and audit trails in accordance with generally accepted auditing standards are
operating as designed;
Provides Group Data Security Administration by:
a.
b.
c.
d.
e.
f.
g.
Developing, establishing, monitoring and enforcing data security access to systems;
Analysing user requirements and maintaining data profiles for the GARMS application;
Developing and maintaining security profiles for internal users, external clients and contractors;
Investigating and resolving security incidents;
Reviewing daily security reports;
Informing and educating users on government system usage standards;
Managing systems charge administration and user access administration;
Provides Support Function:
a. Providing Help Desk assistance to 1,200 users;
b. Identifying, analyzing and diagnosing problems, providing solutions and following through to resolution;
c. Interpreting and explaining system policies and procedures to end users;
Provides Database Administration:
a.
b.
c.
d.
Providing data administration for Government Agent Time Tracker (GATT) and Oracle databases;
Maintaining security access to databases for branch users and Oracle Data Base Connection (ODBC);
Developing and maintaining data integrity, data integrity standards and loading of data;
Supporting testing and implementation of upgrades and changes to the database;
Provides Project Support:
a. Functions as a team member on a wide variety of operational and financial projects related to infrastructure,
hardware and software, security projects, and providing advice on services, needs, timelines, and deadlines;
Provides System Reporting:
a. Developing and providing accurate revenue, financial and statistical reporting including regular and adhoc
reports;
b. Providing data to support service plan performance measures, workload statistics, database analysis and
change management;
Document1
Page 3 of 9
Provides technical and business support in the development of the Disaster Recovery Plan (DRP) and Business
Continuity Plan (BCP) by:
a. Documenting and testing DRP and BCP manuals and procedures;
Recommends hardware and software acquisition by:
a. Analyzing user requirements for hardware (ex. pc’s, peripherals, PDAs, printers, MFDs) and software (Office
Suites, custom applications);
b. Determining the appropriate allocation of new and existing hardware;
c. Testing and analyzing hardware and software to determine compatibility with business requirements;
d. Recommending the type and quantity of hardware and software within budget allocations;
Participates in a team environment by:
a. Participating in team meetings and discussions;
b. Communicating effectively with team members;
Performs additional duties as required, such as:
a. Developing and maintaining system/operational/user reference guides and manuals;
b. Participating in client forums and user groups;
c. Participating in fiscal year end activities;
Document1
Page 4 of 9
FINANCIAL RESPONSIBILITY
This position provides advice and guidance on revenue collection policy and procedures contained in the CPPM and
Service BC Government Agent Financial Procedures Manual.
DIRECT SUPERVISION (i.e., responsibility for signing the employee appraisal form)
# of Regular FTE’s
Role
# of Auxiliary FTE’s
Directly supervises staff
Supervises staff through subordinate supervisors
PROJECT /TEAM LEADERSHIP OR TRAINING (Check the appropriate boxes)
Role
# of FTE’s
Role
Supervises students or volunteers
Provides formal training to other staff
Lead project teams
Assigns, monitors and examines the work of staff
# of FTE’s
SPECIAL REQUIREMENTS
Access to and a working knowledge of numerous systems outside of Service BC including:
 ICBC
 Mineral Titles Online
 Property Tax
 Medical Services Plan
 BC Online
 Corporate Registry
 Land Titles
 BC Safety Authority
 Residential Tenancy Branch
 Gaming
 E-Licensing
 Vital Statistics
 BCeID
 Elections BC
Ability to use the following applications:
 RACF (Resource Access Control Facility security software) to perform GDSA duties
 TSO (Time Sharing Option) to enter, modify, store and retrieve data; submit batch jobs; run reports, jobs, queries
and ping printers & workstations to view status
 Shared Services i-Store application
 MVS JCL/JES2 – used in running batch jobs and ad-hoc type queries
 QMF/SQL – programming tool used on the mainframe (MVS) to develop ad-hoc type reports from GARMS
 MS Access dB – for use in developing and using canned reports from the GATT data warehouse
 Oracle PL SQL – programming tool used in the maintenance of Oracle dB and developing ad-hoc reports from
the GATT dB
 Oracle SQL Plus – programming tool containing built in oracle functions using Oracle SQL
 INFOPRINT Server to check on network printer status, check queue for failed output; reset printers; redirect
prints, clear failed status
 TOAD - Tool for Oracle Application Development. Used for data base administration for the GATT Oracle data
warehouse
 VMCF to view status of printers and remove e-drain status to resume printing
 IRS (Information Retrieval System) access to review and manage MVS userid and charge number relationships
 INTRACHEK to review validity of cashed GA cheques for discrepancies and report errors to Provincial Treasury
Document1
Page 5 of 9
TOOLS / EQUIPMENT
PC with standard office software including Word, Excel, Powerpoint, Outlook, MS Access, Toad, Oracle, SMS
Administrator, Access Query Tool, Internet Explorer, Adobe Reader, telephone, facsimile machine & photocopier
WORKING CONDITIONS
The office working conditions are stressful with priorities changing frequently due to demands, interruptions, multiple calls,
deadlines, projects and time sensitive problem resolution. Good judgment must be utilized. Must be able to multi-task;
must be able to manage and balance priorities; must be able to understand technical details and emerging technologies
and the potential impacts on existing systems.
WORK EXAMPLES
Thermal Printer Support –Ongoing support of these specialized devices is required after rollout across the province to
all 60 sites.
Service BC Centre Office Relocations – member of the project team for office relocations. Responsibilities include:
computer connectivity, network analysis, printer installations and project coordination with vendors and partners.
Time Tracker Project/Reporting (database administration) – member of the technical team, to develop and
recommend options on the design and production of current and future management reports. Develop data model for the
Oracle dB used to define the data warehouse. Define the process model for the regular update of the data warehouse.
Create documentation for the procedures used to update the data warehouse. Develop the Government Agent Time
Tracker data dictionary.
ICBC/GA PC Refresh Project (29 Offices) - member of the technical working team to define, develop and validate a set
of recommended technical solutions.
eGARMS – prioritize transaction implementation; prepare documentation including the operations manual and quick
reference guide for distribution to users; attend meetings and discussions and make recommendations; perform end user
testing on all developed transactions and screens; approve screen layouts and system enhancements.
COMMENTS
PREPARED BY
NAME:
DATE:
EXCLUDED MANAGER AUTHORIZATION
I confirm that:
1. the accountabilities / deliverables were assigned to this position effective: (Date).
2. the information in this position description reflects the actual work performed.
3. a copy has / will be provided to the incumbent(s).
NAME:
SIGNATURE:
Reg Bawa
Document1
DATE:
November 15, 2006
Page 6 of 9
ORGANIZATION CHART
Document1
Page 7 of 9
STAFFING CRITERIA
Education and Experience:
 Information Technology (IT) Degree and 2 years of related experience; or IT Diploma and 3 years related experience;
or IT Certificate or program completion, or some course work and 4 years related experience; or 5 years related
experience
 A minimum of 3 years experience leading or participating in financial systems development projects using formal
development methodologies, processes and tools
 1 year customer service experience
 Experience in providing support to end users, in the use of financial systems
 Experience with project management
 Proven experience performing system analysis and preparing system requirements documentation
 Experience with computing systems hardware, a variety of software, database administration practices, and client
server technology
 Experience with a Corporate Accounting System application preferred
Knowledge:
 Working knowledge of government accounting and financial management systems, government central agency
policies and procedures
 Working knowledge of the chart of accounts
 Working knowledge of financial system security procedures
 Working knowledge of system development methodology
 Working knowledge of project management techniques and tools
 Working knowledge of IT change management processes
Skills and Abilities:
 Ability to apply information technology to find effective solutions to business problems
 Ability to research, gather, analyse, verify business-related data, information and situations from a variety of sources
to identify potential solutions to business issues
 Ability to manage projects independently and with limited supervision while meeting deadlines and maintaining high
work standards
 Ability to prioritize multiple concurrent tasks while achieving results within acceptable timeframes and maintaining a
high level of accuracy
 Ability to work well under pressure and adapt to changing priorities/deadlines as required
 Ability to communicate a variety of written materials including technical materials (such as correspondence, reports,
manuals) at a level appropriate to diverse audiences and within established guidelines
 Ability to deliver effective information and training sessions appropriate to a variety of audiences within the ministry
 Good problem identification, isolation and solving skills are essential
 Ability to use the computer system operating environments and applications listed under the Tools/Equipment section
 Ability/willingness to learn new customized and off the shelf software applications
COMPETENCIES
Service Orientation - Addresses Underlying Customer/Client Needs
 Knows the customer’s/clients issues and/or seeks information about the real underlying needs of the customer/client,
beyond those expressed initially
 Matches these to available (or customized) services
Results Orientation – Delivers to Meet Challenging Goals
 Challenging means it is a definite stretch, but not unrealistic or impossible
 Delivers to specific goals and improves performance
Teamwork and Co-operation – Encourages Others
 Publicly credits others who have performed well
Document1
Page 8 of 9

Encourages and empowers others, makes them feel strong and important
Problem Solving/Judgement - Makes Complex Plans or Analyses
 Identifies a number of solutions and weighs the value of each to improve results
 Users several analytical techniques to break apart complex saturations or problems to reach a solution
Planning, Organizing and Co-ordinating - Develops and implements Plans for Complex Projects
 Develops operational plans and provides contingencies
 Established measures to assess progress against the plan
 Adjusts the plan appropriately and takes initiative to follow through rather than wait for problems to arise
 Recognizes problems, takes corrective/preventive action and keeps people informed of plans, progress and decisions
Improving Operations – Creates Improvements
 Impacts efficiency and effectiveness of operations by doing something new and different
 Implements creative solutions that have not been tried before to improve overall performance
Document1
Page 9 of 9