BRC Customer Service and EBS Security Analyst
King County
Auburn, WA
Full-time
Call Center / Customer Service
Posted on July 3, 2019
- Summary
- ***Open to King County Career internal candidates only (Career Service andThe BRC Shared Services team is seeking a special duty or TLT Customer Service and EBS Security Analyst (Functional Analyst 2) for 18 months. This position is part of a team of three whose primary functions are to provide Tier2 helpdesk support (for Oracle EBS, PeopleSoft, and BI systems), and process Oracle EBS user security access requests. This position also works closely with the BRC functional analysts in support of system updates, troubleshooting incidents and is 1st point of contact for notification of issues affecting BRC systems customers. This position will participate in a variety of projects as part of their duties. The BRC Shared Services Team is currently engaged in the following projects:
and TLTs***
- The 2019 bi-annual county wide EBS Security Self-Audit
- Customer service continuous improvement using the Cherwell Service Management Tool; develop/manage BRC knowledge management articles; Cherwell support and training for BRC business partners; standardization of BRC tickets, etc.
- Cherwell phase II and the implementation of Problem Management and Knowledge Management modules in the BRC
- BRC Incident Management – process improvement
This position is a great opportunity to learn more about the Business Resource Center and our approach for support of Oracle EBS, PeopleSoft and Oracle BI; our commitment to growing and maintaining a healthy organization, our commitment to Equity and Social Justice, and our continual efforts to seek better value for our customers.
SCOPE OF JOB DUTIES:
- Provide customer service support for Oracle EBS and PeopleSoft systems by analyzing, troubleshooting, problem solving and triaging end user inquiries as reported via the Cherwell Help Desk. Develop and maintain a variety of documentation including user communications, user guides, standard work, and system and procedure documentation.
- Review, analyze and process Oracle EBS user security access requests. Monitor agency license usage and user training completion status as part of the EBS security process.
- Participate in projects and BRC initiatives and continuous improvement work related to EBS security and tier 2 helpdesk support.
- Works closely with the EBS System Administrator to manage updates to documentation related to EBS security responsibilities.
We are looking for candidates who have:
- Experience using PeopleSoft HR/Payroll/Benefits system and the Oracle E-Business Suite (EBS) financial system;
- Experience providing respectful, responsive, effective, and efficient customer service to a variety of customers;
- Ability to effectively communicate both orally and in writing; ability to clearly communicate technical information to a non-technical audience;
- Comfortable with technology and the ability to become proficient using new systems and tools quickly;
- Proven interpersonal skills; ability to work productively and professionally and maintain effective working relationships with team members and business users;
- Analytical, problem solving and troubleshooting skills to resolve customer issues;
- Enthusiasm; excel at working in small teams;
- Knowledge and experience using MS Office products, SharePoint, Skype, Microsoft Teams;
- Self-starter; shows strong self-initiative; ability to overcome issues and meet deadlines with minimal supervision;
- Experience writing documentation or user procedures;
- Ability to handle multiple priorities effectively and efficiently.
Highly Desirable:- Experience supporting enterprise business systems as an functional analyst or on a Help Desk;
- Experience using Cherwell or similar help desk system;
- Analysis and design skills including working with stakeholders to understand business requirements and business process redesign;
APPLICATION PROCESS:
Please apply online at kingcounty.gov/jobs. We highly recommend that you also provide a cover letter detailing your experiences as it relates to this position and a resume.
If you have any questions, please contact Robert James at, 206-263-9414, or robert.james@kingcounty.gov.
King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being. Eligible positions receive the following benefits and have access to the following programs:
- Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
- Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
- Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
- Transportation program and ORCA transit pass
- 10 paid holidays each year (plus 2 personal holidays)
- Generous vacation and paid sick leave
- Paid parental leave, family and medical leaves, and volunteer leave
- Flexible Spending Account
- Wellness programs
- Onsite gyms and activity centers
- Employee giving program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy. If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails. Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE: Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.