Technical Support Analyst

Tēnei tūranga – About the role

The Technical Support Analyst will provide level 1 and 2 support for business system users along with a key position in developing, building and maintaining the data integrity and configuration of the COTS system underpinning the permitting process:

• Manage ERM’s Service Desk System (JIRA) performing initial support for incidents reported and fulfilling technical or software related service requests.
• Perform regular health checks, monitor the availability and status of the systems used within the branch and output of batch jobs including monitoring performance of system components.
• Perform user administration for Resource Markets business systems i.e. the permitting system, Jira, and other systems as implemented.
• Deliver minor configuration changes to the permitting system, CRM, Jira, and other systems.
• Support the analysis, design, delivery and testing of enhancements to the systems in use within Resource Markets.
• Develop reports using data from Resource Markets’ permitting system.
• Support the Technical Business Analyst, Senior Business Analyst and Senior Technical Analyst in their work.

Ngā herenga – Requirements of the role

Personal specifications

• Good judgment and ability to positively adjust to changes in priorities, to maintain performance when under pressure and respect confidences.
• Strong communication skills – oral, verbal and listening. Report-writing skills coupled with the ability to convey technical information, and advice in a manner which clients understand. Ability to present to internal, local and potentially national audiences on subject matter.
• Writing: create and maintain technical As Built documentation for our applications as well as developing our trouble shooting knowledgebase. Create requirements and functional specifications.
• Managing relationships: develop and maintain credible and effective working relationships with others.
• Personal attributes: a willingness to learn, maturity, initiative, a structured approach to their work, empathy with users, takes ownership.
• You have shown an ongoing commitment to your professional development.
• Must be a NZ Citizen or hold a residence visa, and need to have spent the last five years in a Five Eyes country.

Relevant Technical Support Analyst experience:

• Experience in providing Level 1 and 2 support of SaaS software systems.
• A demonstrated experience in the triage and resolution of incidents and service request management.
• Understanding of the SDLC and ITIL methodologies.
• A demonstrated experience in the support of the underlying technical architecture of software solutions.
• Knowledge of end user needs and workflows in a regulatory or business setting with public facing online transactional systems.
• Demonstrated ability to deliver client service to a high standard, get things done backed by excellent organisational ability and effective time management.
• Analysis and judgement: able to understand a system incident, identify and use relevant information in the analysis of the issue and apply reason to reach conclusions from which practical solutions are derived. Proactively identify recurring incidents and determine action plans for addressing the underlying problem.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Technology outcomes

• Your stakeholders are happy – you are delivering solutions as part of business-as-usual support and contributing to projects, providing advice and guidance as an expert in your field. You are delivering high-quality technology outcomes for your stakeholders, both internal and external.
• You are adding value to the Branch and to the wider Ministry by genuinely taking ownership of the processes and data management that come under your scope of duties.
• You are following Ministry Standards to ensure consistency in your outputs, meaning a lower number of reworks and a higher rate of productivity.

Relationships

• Relationships with your peers, your stakeholders and your leaders are productive, communication is professional, clear and timely. Your conversations are robust, and trust is created.

Wellbeing, health and safety

• Displays commitment through actively supporting all safety and wellbeing initiatives.
• Ensures own and others' safety at all times.
• Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
• Reports all incidents/accidents, including near misses in a timely fashion.
• Is involved in health and safety through participation and consultation.

Tō tūranga i roto i te Manatū – Your place in the Ministry

The Technical Support Analyst position reports into the Manager Business Systems and Data Products within the Resource Markets branch. The branch sits within the Building, Resources and Markets group.

More information about MBIE’s structure

To mātou aronga – What we do for Aotearoa New Zealand

Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose – Grow New Zealand for All.

To Grow New Zealand for All, we put people at the heart of our mahi (work). Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.

• As agile public service leaders, we use our breadth and experience to navigate the ever-changing world.
• We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders.
• We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).

Ngā matatau – Our competencies

Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.

Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.

Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.

Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.

Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.

Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.

Te Tiriti o Waitangi

As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti).

Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All.

The principles of Te Tiriti – including partnership, good faith, and active protection – are at the core of our work.

MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.

Mahi i roto i te Ratonga Tūmatanui – Working in the public service

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission