Job Summary:

The Revenue Services Support Analyst performs duties to provide departmental support for a variety of database systems and related processes within Revenue Services. Duties include providing first line business and system support for a variety of departmental users utilizing department-specifc software, Billing systems, Clinical applications and Accounting systems. This position also requires comprehensive business, accounting and systems knowledge to investigate operational issues, identify solutions and take required corrective actions including process fixes. Identifes areas for improvement, collaborates on flow charting, procedures or technical documents, and makes recommendations for increasing effectiveness of business processes. Performs end user acceptance testing on new databases, system enhancements and fixes. Provides training to users on how to use the system and prepares and/or maintains related instructional material.

Duties/Accountabilities:

1.    Provides departmental support to a variety of internal users to Health Authority database systems, accounting systems and external interfaces to ensure correct processes are followed.
2.    Responds to user enquiries and information requests. Works with stakeholders to streamline and standardize processes, implement best practices, works with users to trouble-shoot system problems and test system solutions.
3.    Performs administrative functions such as formulating and updating departmental procedures, extracting, compiling and maintaining data for statistical reports on departmental activity, and liaising with other departments or Health Authorities on work flows and other matters. May also coordinate with external agencies on behalf of the department or Health Authority.
4.    Monitors schedules for computer jobs within Revenue Services to meet user department needs, produces
reports according to established schedules as required. Recreates reports on request.
5.    Reconciles control totals between billing systems and general ledger accounts by reviewing data, identifying discrepancies and making adjustments, where applicable.  
6.    Monitors, identifies and troubleshoots issues and patterns by producing and monitoring regular system
reports, assessing and taking corrective action, and assists in resolving problems.
7.    Supports performance metrics and reporting by compiling and maintaining data as assigned. Responds to ad hoc inquiries.
8.    Monitors and responds to error messages; identifies and resolves known, routine system problems according to established procedures; reviews operating system logs, and resolves problems according to established procedures. Coordinates system purges and changes. Works with the technical business and system support teams as required.
9.    Investigates operational software and minor routine hardware problems for Revenue Services teams and Health Authority Clients and formulates operational solutions. Creates an incident report to be assigned through the Help Desks or other user Support channels.  Supports Revenue Services by determining the need for corrective action, analyzing problems, suggesting solutions, and reassigning any issues to the appropriate Support channels that are unresolved, such as technical, database and restart issues.
10.    Provides input into the development of technical support procedures for areas such as hardware./software installation, testing and systems performance monitoring.
11.    Performs user acceptance testing for system enhancements, new functionality or system fixes as directed and reports any issues as required.
12.    Provides assistance, training and orientation to internal users of department-specific software and prepares and/or maintains instructional material.
13.    Performs other related duties as assigned.

Qualifications:

Education, Training and Experience

Grade 12, successful completion of a recognized Information Technology program supplemented by Finance or Accounting courses plus two years' recent, related experience or an equivalent combination of education, training and experience.

Skills and Abilities
•    Ability to type
•    Ability to communicate effectively both verbally and in writing.
•    Ability to deal with others effectively.
•    Ability to organize work
•    Ability to operate related equipment.
•    Physical ability to carry out the duties of the position.