Technical Support Specialist - Sanitation & Environmental Services Dept

Overview

End Date:
4/7/2020
Date Posted:
3/10/2020
Job Code:
ClericalE
Location:
SES
Address:
109 3rd Ave S
City:
Franklin
State:
TN
Country:
United States of America

Description

 

Pay $20.81-$22.65/hour

I.  Purpose of Job

Under general supervision, is responsible for facilitating implementation of the enterprise resources planning (ERP) system application within assigned Department.  Provides assistance to Department staff related to integration of ERP system with departmental procedures and contributes to process improvement.  Serves as IT department liaison relative to application of the ERP software to departmental work processes and related troubleshooting.

II. Essential Job Duties 

A. Provides Department User ERP Support

  • Receives service request/work orders via IT help desk or directly from Department staff members; enters service requests into help desk system if not already entered.
  • Provides intermediate to advanced level technical support; assists users troubleshoot issues; instructs users as needed to effectively use system.
  • Identifies problems that require adaptation of software, changes to input tables or codes, etc.
  • Develops and delivers software training to Department staff.
  • Serves as a departmental resource to staff regarding operation of system.

B.  Enterprise Resource Planning System IT Liaison 

  • Serves as a focal person for implementing ERP system upgrades at the department level.
  • Interprets, adapts, and applies IT provided technical guidelines, principles, and practices which relate to Hansen system; communicates information to Department staff; documents Department systems needs and forwards to IT department after approval.
  • If unable to independently troubleshoot problems, coordinates with IT to resolve issues.

C.  Serves as Department Asset Management System Administrator

  • Creates data cataloging codes and tables.
  • Enters and maintains ERP system elements such as:
    • Work order/preventive maintenance automation and scheduling.
    • Plan review requests.
    • License applications.
    • Inspections.
    • Customer accounts
    • Infrastructure components (meters, public works structures, etc.)
    • Vehicles and equipment.
  • Adjusts scheduling of applicable items above in system as needed to accommodate changing priorities and emergencies; troubleshoots system related scheduling problems.
  • Designs and creates asset reports for the Department using ad hoc reporting, Crystal Reports, or SSRS (SQL reporting)

D.  Analyzes and Recommends Work Process Improvements.

  • Monitors performance of system within the Department, identifies problems and takes action to resolve them; modifies user modified computer screens as needed to support department operations; seeks assistance of IT staff as needed.
  • Monitors department work processes and workflow relative to ERP computer application software; collaborates with other department staff to develop and recommend changes in existing departmental work processes, policies, and procedures that can be supported by and take advantage of ERP system capabilities to improve effectiveness and efficiency.
  • Collaborates with other department staff to develop new departmental work processes, policies, and procedures that can be supported by and take advantage of ERP system capabilities.
  • Serves a member of work process improvement team; contributes to analysis of work processes and needed modifications.
  • Recommends software workarounds if needed.

III. Other Job Duties

Performs other job duties as assigned, possibly including:

  • Collects GPS data in field using handheld GPS device.
  • Manually enters data into spreadsheets for later manual data entry into Hansen.
  • May provide user support related to operating system, MS Office, and other software, and hardware as qualified.

IV. Primary Job Challenges

Primary challenges of this position include fostering user self-reliance concerning use of the ERP system (and thereby minimizing reliance of staff on the incumbent) while providing guidance and assistance as needed.

V.  Equipment Operated

Computer key board and mouse; telephone, printers, scanners, GPS device.

VI. Key Competencies Required

  • Job Content Knowledge:

Has extensive knowledge of the policies, procedures, and activities of the City and departmental practices as they pertain to the performance of duties relating to the position of Technical Support Specialist. Has extensive knowledgeable of enterprise resources planning software and reporting software, including Hansen, Crystal Reports, SQL and Business Portal. Has comprehensive knowledge of the terminology, principles, and methods utilized within the department. Should be proficient in systems thinking.

  • Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

  • Mathematical Skills: 

            Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts     of basic algebra and geometry.

  • Reasoning Ability: 

            Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  In decision making, some choices are known while others may need to be identified.  Some reliance on   precedent.  Ability to interpret a variety of complex instructions furnished in written, oral, diagram, or schedule form.

  • Teamwork:  Develops constructive and cooperative working relationships with others.  Encourages others to express their ideas and opinions.  Provides input into identifying and solving problems.  Anticipates need of others for information about job tasks and work environment and provides it to them in a timely manner.  Willingly assists others with job tasks when appropriate. 

VII. Physical Demands and Work Environment

Physical Demands: Performance of the essential duties of this job requires the incumbent to:

  • Frequently stand, walk, and sit.
  • Regularly use hands to finger, handle, or feel and reach with hands and arms.
  • Occasionally climb or balance or stoop, kneel, or crouch.
  • Regularly talk or hear.
  • Occasionally lift up to 25 pounds.                 

Work Environment:

The work environment is moderately noisy (examples: business office with computers and printers, light traffic).

Minimum Requirements

 

VIII. Qualifications

Education and Experience: The required knowledge, skill, and abilities to satisfactorily perform job duties are normally acquired through attainment of an Associate's degree (A. A.) or equivalent from two-year College or technical school plus four years of related experience and/or training, including exposure to ERP systems; or equivalent combination of education and experience.

Required Certifications/Licenses: None

Pay $20.81-$22.65/hour