Customer Service System Support Analyst (Business Intelligence and Data Warehouse Analyst)

ABOUT US

Almost 1.2 million residents call York Region home making it one of the largest regions in Canada and the fastest growing with a population thats expected to grow to more than 2 million by 2041. Our geography which is comprised of about 1800 square kilometers over nine different municipalities is as beautiful interesting and diverse as our government is organized in a two-tier structure and we work together with our local municipalities to provide residents and businesses access to a broad selection of services and resources.

WHAT WE OFFER

Consistently named one of Canadas Best Employers by Forbes we offer a collaborative progressive workplace that takes pride in our organizational culture and is committed to living The 13 Factors of Psychological Health and Safety in the Workplace aligned with our vision to create strong caring and safe communities both within and outside our walls.

• Defined Benefit Pension Program - With the Ontario Municipality Employees Retirement System (OMERS) defined benefit pension plan you can confidently retire knowing that you will have income for life. Eligibility from date of hire as a full-time employee and includes employer-matched contributions.
• Employer of Choice - Recognized as the highest-ranking government employer in Canada and fourth overall among 300 organizations.
• Benefits and Wellness - Employees and their loved ones have access to an employee health care spending account access to a 24/7 Employee and Family Assistance Programand corporate discounts and purchase plans for day-to-day products and services. Casual employees are eligible to receive payment in lieu of benefits and/or vacation.
• Inclusive and Diverse Workforce - Were committed to fostering an environment that celebrates all dimensions of diversity and ensures everyone can develop to their full potential participate freely in society and live with respect dignity and freedom from discrimination. Our robust Inclusion Diversity Equity and Accessibility program continues to grow and has been recognized by the United Nations and many other organizations for our leadership.

ABOUT THE ROLE

Reporting to the Program Manager Customer Service Programs and Data is responsible for extracting evaluating analyzing and researching data generated from various Customer Service systems such as Salesforce platform Customer Relationship Management (CRM) Interactive Voice Response (IVR) Work Force Management (WFM) Call Recording Cisco UCCX telephone systems and other departmental technologies; preparing statistical and narrative reports; collecting analyzing interpreting summarizing creating and maintaining statistical and operational data files to support the various Customer Service systems; participating in new technology project teams in conjunction with Branch and Corporate technology staff; building reports and dashboards specific to the business area and reporting on trends and results to improve service delivery; coordinating with Branch and Corporate technology staff on system enhancements/upgrades and ensuring data integrity; liaising with business area subject matter experts in maintaining the database and for systems and related applications; and assisting with the development of test criteria and verifying test output for upgrades and system enhancements.

WHAT YOU WILL BE DOING

Extracts mines evaluates analyzes and researches data generated from various Customer Services databases such as the Salesforce platform CRM IVR WFM Call Recording Cisco UCCX telephone system and other applicable departmental technologies.
Creates standard and customized reports for various customer service systems.
Develops reports dashboards KPIs and performance measure metrics by using various reporting tools.
Recommends and implements validation rules to improve data flow new business processes to improve data collection editing processing and distribution in the CRM with ITS Branch.
Provides troubleshooting analysis and refers /escalates to ITS Branch as required; ensures that support issues regarding Customer Service systems and other systems filed with the support team are resolved in a timely manner.
Analyzes and reports variances with program activities and makes recommendations to assist with management decision-making and problem-solving.
Liaises with Regional and Department staff including ITS Branch staff to make current and future activities/enhancements/changes and to resolve software or customization deficiencies to meet Branch needs.
Ensures that services provided meet Regional customer service standards.
Participates on committees work groups focus groups task forces and special projects as assigned.
Attends seminars conferences and training as directed and shares information regarding initiatives and other best practices with Branch and Department staff.
Performs backup duties of other Customer Service staff as assigned.
Performs other duties as assigned in accordance with Branch and Department objectives.

WHAT WE ARE LOOKING FOR

• Successful completion of a Community College Diploma in Information Technology Computer Sciences or approved equivalent combination of education and experience.
• Minimum three (3) years of demonstrated hands-on experience extracting analyzing and reporting technical data generated from information systems including creating and maintaining data files to support software configurations; and experience using Windows Servers and workstations.
• Demonstrated experience with a Customer Relationship Management System Workforce Management and Cisco UCCX system and/or other data sources to inform and make recommendation to management.
• Demonstrated technical and analytical skills using various data sources/technologies to interpret and reconcile complex statistical reports and link/integrate data from multiple sources.
• Utilization and in-depth knowledge of statistical concepts in the development of data collection instruments and methods.
• Demonstrated skill in establishing maintaining and producing complex databases/spread sheets including current experience with database design report generation and modifications.
• Ability to transform complex data into clear compelling insights through effective data storytelling using visualizations and narratives to communicate trends and recommendations to stakeholders.
• Experience in manipulating and analyzing data using various reporting and SQL tools.
• Computer literacy utilizing MS Office software with proficiency using word processing spreadsheet and presentation applications including maintaining databases and knowledge of data internet and networking technologies.
• Demonstrated ability in the Regions core competencies.
• Ability to travel to offsite locations as required.
• Ability to work outside regular business hours as required.