Technical Support Analyst
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Tēnei tūranga – About the role
The Technical Support Analyst will provide application systems support to business users along with playing a key role in maintaining the data integrity and configuration of the COTS (commercial off-the-shelf) system underpinning the permitting process. This involves:
- Managing ERM’s Service Desk System (JIRA), performing initial support for incidents reported and fulfilling technical or software related service requests.
- Performing regular health checks, monitoring the availability and status of the systems used within the branch and output of batch jobs including monitoring performance of system components.
- Performing user administration for Energy and Resource Markets business systems i.e. the permitting system, CRM, Jira, and other systems as implemented.
- Delivering minor configuration changes to the permitting system, CRM, Jira, and other systems.
- Supporting the analysis, design, delivery and testing of enhancements to the systems in use within ERM.
- Developing and maintaining operational reports using SQL, Relational Databases and Power BI.
- Supporting the Technical Business Analyst, Senior Business Analyst and Senior Technical Analyst roles.
Ngā herenga – Requirements of the role
Personal specifications
- Relevant Technical Support Analyst experience in:
- Level 1 and 2 support of COTS software systems.
- Triaging and resolution of incidents and service request management.
- Supporting the underlying technical architecture of software solutions.
- Developing and executing SQL scripts for data cleansing/fixing and, report development tools e.g. SSRS, Power BI.
- Good understanding of the SDLC and ITIL methodologies.
- Familiar with end user needs and workflows in a regulatory or business setting with public facing online transactional systems
- Ability to deliver client service to a high standard, result-oriented backed by excellent organisational ability and effective time management.
- Ability to troubleshoot system incidents, 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.
- Good judgment and ability to positively adjust to changes in priorities, to maintain performance when under pressure and respect confidences.
- Strong verbal and written communication skills.
- Ability to convey technical information and advice in a manner easily understood by non-technical people.
- Ability to present to internal, local and potentially national audiences on subject matter.
- Ability to develop operational reports by extracting, manipulating and presenting data from the business systems.
- Ability to create and maintain technical documentation including knowledge articles for trouble-shooting and issue resolution.
- Ability to develop and maintain credible and effective working relationships with others.
- Willingness to learn, proactive, having a structured approach to work.
- Empathetic with users, taking ownership.
- Demonstrated an ongoing commitment to 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.
- Credit check required (yes)
- Required to drive (no)
- MoJ vetting (yes)
Qualifications
- Tertiary qualification in a relevant area or comparable relevant experience.
- Must have the legal right to live and work in New Zealand.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Technology Outcomes
- 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 & 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 within the Energy and Resource Markets branch. The branch sits within the Building, Resources and Markets group.
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 Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. 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
