Tier II Technical Support and Report Specialist

PURPOSE:

Serve as the Business Application owner for the Applicant Tracking System.  Provide Tier II Help Desk support to Newmont employees and System Owners for North America; this includes issues management, daily operations support and project support.  Serve as the subject matter expert on all functional aspects of system capabilities for the Applicant Tracking System.  Serve as the Data and Process owner and standards as it relates to the ATS. Work closely with the System Owner in IT in the comprehensive enablement of the ATS.

 

ESSENTIAL DUTIES:

§  Ensure the application aligns to and enables Corporate Strategies and objectives.

§  Ensure the application initiatives and support services meet business objectives.

§  Evaluate business needs and justification for acquisition, development or upgrades.

§  Assess the impact of change requests and authorize system changes.

§  Initiate requests for feasibility studies, initial implementation, enhancements, modifications, upgrades, interfaces, support, replacement and retirement.

§  Work jointly with the System Owner from IT to ensure both system and data integrity.

§  Drive functional use of the system and necessary changes to optimize business processes.

§  Acquire appropriate funding for deployment and support initiatives.

§  Authorize user access to the system and associated data.

§  Review user access privileges each quarter and update as needed.

§  Prioritize and monitor system requests.

§  Follow user acceptance testing (UAT) guidelines set forth by IT.

§  Assist employees with the usage of the application; either due to problems with the application or lack of knowledge on how to use the application.

§  Assist System Owner with the usage of the application as applicable; build ATS knowledge of System Owners through interactions and joint collaboration with the System Owner.

§  Resolve Tier II employee and administrator issues that are related to data, business process and/or internal to Newmont or Tier I provider.

§  Assist System Owner with configuration of system for initial roll-out, as well as subsequent phases of additional functionality and modules.  Attend vendor training and apply knowledge during system implementation.

§  Identify, test and document software problems for escalation to Tier III.

§  Provide recommendations to the System Owner and help configure the system based on provided business requirements.

§  Design, configure and provide ad hoc reporting as enabled through the Enterprise Data Warehouse using Business Objects.

§  Identify and recommend configurations and enhancements to achieve greater business value from the application.  Keep abreast of application enhancements and releases.

§  Provide expertise as the Data and Process Owner with regard to data standards as it relates to the application.

§  Work with System Owner in the development and provisioning of technical documentation to support documentation and delivery of training; deliver training to ATS users as needed.

§  Serve as functional expert on system projects including system upgrades, new functionality, integration with additional applications/vendors, and interfaces with other systems/software.

§  Coordinate data uploads and interfaces between systems as applicable over time.

§  Coordinate with the System Owner and help perform application deployment planning and execution for all functionality rollouts, bug fixes, patches and system upgrades.

§  Coordinate with the System Owner and perform application test planning, script writing and execution for functionality rollouts, bug fixes, patches and system upgrades.

§  Manage issues and risks associated with the Applicant Tracking System.

 

 

SHARED RESPONSIBILITIES WITH SYSTEM OWNER

§  Evaluate and select Application Service Providers (ASPs) using proven IT methodologies.

§  Coordinate and establish priorities with all key system stakeholders, as appropriate.

§  Assess the potential impact on the request of users, equipment and support resources.

§  Assess the potential impact the request may have on other systems that share information and coordinate changes with those Application and System Owners as appropriate.

§  Document the results of these reviews and assure results are properly maintained and updated as needed.

§  Notify system users of planned changes.

§  Establish Service Level Agreements (SLAs) with input from customers and the designated System Owner.  Review and agree to SLAs for critical applications.

§  Establish security criteria to ensure data/system integrity.

§  Ensure necessary software testing is scheduled, resources allocated, tests performed and signoff completed.

§  Ensure all data complies with regulatory requirements regarding the protection and privacy of personal information.

§  Assure all system security and control requirements are defined, documented, reviewed and maintained by the System and Application Owners.

§  Establish and manage the system budget.

 

 

The above duties and responsibilities are representative of the nature and level of work assigned and are not necessarily all-inclusive.

 

WORKING CONDITIONS:

§  Flexible hours to provide support

§  Willingness to carry a pager and to respond to critical system issues during off-hours.

§  Able to function independently with minimal oversight and direction.

§  Position may be required to travel to, and assist other domestic and international sites (10%-20%). 

 

TRAINING & EXPERIENCE:

§  B.S. or B.A. in Business, Computer Science or related field, plus 5 years experience of extensive software implementation and support experience.

§  Must exhibit outstanding verbal and written communication skills, as well as organizational skills, and  deductive reasoning skills.

§  Knowledge of software development life cycle.

§  Experience in working with Applicant Tracking Systems (ex. Taleo, Vurv) or other Human Resource Management systems desired.

§  Knowledge of Business Objects Reports, and data warehouse configurations

§  Proven proficiency in Microsoft Office Suite including Visio, and ERP applications.