Client Support Specialist

Client Support Specialist

JOB DESCRIPTION

Job Title:                        Client Support Specialist

Post Number:                 1929; 1932

Job Grade/Level:            MIS/IT 3          

Department:                The Accountant General’s Department – A Department of the Ministry of Finance and the Public Service

1. 1.     STRATEGIC OBJECTIVE:

The Information and Technology Division is responsible for providing support to the Treasury in all areas of operations, facilitating the modernization of fiscal processes through the use of better methods and techniques, and cutting edge information technology.  The work of this division improves the acquisition, allocation, utilisation and conservation of public financial resources using automated, integrated, effective, efficient and cost effective information systems.

The Division is responsible for the development and maintenance of the Government’s Integrated Financial Management Information System GIFMIS, establishing connectivity and interoperability between MDAs and the AGD, with the Central Treasury Management System (CTMS) at its core.  It is also responsible for training the AGD’s staff as well as staff of the MOFPSS and MDAs in the use and functions of the relevant IT systems, guided by recognized standards and formal policy. 

The Division is also responsible for the implementation and maintenance of the AGD’s Records Management System (RMS) as part of the overall management system, based on records management principles, to facilitate the management of the AGD’s records to meet the AGD’s information needs, stakeholders’ information expectations, and statutory and fiscal requirements regarding records.

1. 2.     JOB PURPOSE:

Reporting to the Client Support Supervisor, the Client Support Specialist ensures that the operations of the AGD are enhanced and supported by providing technical support and resolution of end user issues according to standard operating procedures using cutting edge technology and consistent with the AGD’s thrust towards automation and modernisation of its services.

Summary of the broad purpose of the position in relation to Government’s goals and strategies:                                                                                   

• To perform ongoing resolution and product support for Treasury IT end users

• To garner and report feedback from end users to establish training needs recommend requisite training programmes to the treasury and other MDAs on the GIFMIS, CTMS, and other IT systems deployed by the GOJ;

1. 3.     KEY OUTPUTS

• End user issues analysed
• End user issues resolved according to SLAs
• Superior customer service delivered according to  Customer Service Charter
• Solutions implemented according to policy and procedure guidelines
• IT resources and supplies required to support systems usage are properly managed
• Training activities recommended/delivered based on needs assessment and training and instructional manual made available online through web enabled platform; and maintained

1. 4.     KEY RESPONSIBILITIES

Technical

• Handles client service or support related incoming requests
• Responds to and resolves complex client issues through incident recognition, research and isolation, resolution, escalation and follow up, according to the established guidelines for standard responses to client issues
• Ensures resolution of client issues is properly noted, and the system updated
• Performs end user training walk through when required for issue resolution
• Researches and resolve each client interaction to their utmost satisfactionCapture client information and problem solving process such as decisions made, actions involved and final resolution in the system
• Provides updates on status and completion in service management system and users through all means of communication
• Manages databases and execute reports to track and support implementation and overseeing of compliance initiatives
• Incorporates automation in the solution of  client resolution initiatives where possible
• Liaises with other team members in the Information and Technology Unit as required for isolation and resolution of client issues
• Utilizes in an efficient manner the IT resources and supplies and recommends new purchase requirements
• Deploys new computer and technology equipment as required
• Performs tasks according to project management schedule
• Performs tasks as required for the implementation and maintenance of the customer service platform for the AGD that utilizes web enabled security controlled access portals, popular social media interfaces and mobile friendly applications/platforms
• Keeps current with emerging IT trends, and current dominant technologies
• Physically visits clients workstations in support of issue resolution as required

Any Other Duties

• Any other related duty that may be assigned from time to time.

1. 5.     KEY PERFORMANCE INDICATORS

The job is successfully performed when:

• End user issues analyzed and resolved according to SLAs
• Client interaction managed according to Customer Service Charter
• Maintenance schedule effectively performed
• Issues resolved according to standard policy and procedure guidelines
• IT resources and supplies utilized according to standard policy and procedure guidelines
• Training delivered according to standard guidelines

1. 6.     REQUIREMENTS for this Job:

1. a.     Qualification and Training

Essential:

• A Diploma or Associate Degree from a recognized institution in Information Technology
• Incumbent must have technical expertise in Enterprise Systems

Desirable:

• A Bachelor’s Degree from a recognized institution in Information Technology
• Training in customer service

1. b.     Essential Experience and  Knowledge

• At least 3-4 years’ experience  working in a technical support IT position
• Comprehensive and technical  knowledge of Enterprise Systems and Technology
• Knowledge of Cutting edge computer hardware, systems repair and maintenance
• Knowledge of cutting edge technology enabled automated help desk operations
• Knowledge of the various guiding Acts and Regulations

Desirable:

• Knowledge of Centralized Treasury Management Systems

c.      Competencies 

The following competencies are required for the effective performance of this job:

• Customer and Quality Focus: The ability to continuously ensure high standards of quality and service delivery to meet customers’ expectations
• Managing the Client Interface :  Ability to work effectively with others, both internal and external to the Department, to deliver acceptable, customer-oriented and high quality service
• Ability to work effectively under pressure
• Use of Technology: The ability to accept and implement information technology in work activities to enhance organisational performance;
• Analytical Thinking, Decision Making, and Problem Solving: The capacity to analyze problems promptly, choose between alternatives, and effect meaningful solutions
• Oral and Written Communication:   The ability to communicate proficiently orally, in writing, and in one- on- ones face- to- face, with excellent public speaking skills 
• Collaboration and Team Work:  The ability to be a collaborative business leader, and an inspiring IT professional who shows a genuine intention to participate and work co-operatively with others in pursuit of team goals
• Interpersonal skills:  The ability to display sensitivity towards others, interact collaboratively with colleagues, and to build long term internal and external relationships and gain support to achieve desired objectives
• Performance Management: The ability to align resources, systems, standards and activities to effectively, efficiently and consistently meet the goals and strategic objectives of the Department are met in a consistent, effective and efficient manner 
• Leadership and Team Building: The ability to provide vision, direction, allocate responsibilities, delegate and motivate staff in one’s team, to include leading by example
• Strategic Planning:  The ability to develop effective plans in keeping with the Department’s objectives, including to effectively review policy issues, determine priorities, and set medium and long term goals
• Change Management:  The ability to maintain effectiveness in a changing environment and the willingness to respond quickly and positively to change, and to lead others through change and manage their concerns
• Strategic Vision: The ability to develop a clear vision of the desired future state of the Department, demonstrate awareness of and or anticipate changing environmental trends, industry opportunities and threats/risks
• Emotional Intelligence:  Possession of  self-awareness, self-management, social awareness, and social skills – The ability to display behaviors appropriate to the AGD’s business and social environment
• Integrity:  The ability to consistently demonstrate sound ethical standards, observe the codes of conduct for employees and codes of professional practice, and show consistency between established values and behaviors, in order to build trust and credibility;

1. 9.     SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

Physical Demands - Pressured working conditions with numerous critical deadlines.

Work Environment - Normal office conditions