Ministry of Economic Development Role Description

Transcription

1 Ministry of Economic Development Role Description Date of Last Review: Title: Systems Administrator - GPS Role Stratum: Incumbent: Role Band: C LOCATION: Branch and Section: Commercial Solutions Branch Government Procurement Solutions Geographical Location: Wellington Manager s Title: Senior Analyst - Systems, Analysis and Performance Management Manager Once Removed Title: Manager All of Government Contracts CONTEXT: The Government has set a long-term goal of growing the economy to deliver greater prosperity, security and opportunities to all New Zealanders. The purpose of the Ministry of Economic Development is to support this goal by fostering economic development and prosperity for all New Zealanders. The Ministry s focus in pursuing this purpose is dependent on the priorities set by our Ministers. Current priorities include: helping businesses to survive the economic downturn and raise their productivity; reducing the regulatory and compliance demands that can burden businesses and get in the way of their growth; achieving a step up in infrastructure investment to reduce bottlenecks and improve economic productivity; and improving value for money from public spending so that government resources can be moved to where they are most needed. The Commercial Solutions Branch contributes to this role by helping to drive savings and lifting quality in the public sector and by providing optimal capability for the MED to undertake its own policy and service delivery accountabilities. Government Procurement Solutions (GPS) is part of the Ministry s Commercial Solutions Branch and GPS is tasked with leading a more strategic approach to NZ government procurement improving the way government agencies source the goods and services they need and the value for money achieved from their collective spend. It does this by: providing the whole of the state sector with advice and expertise on government procurement policy and best practice; facilitating better linkages between procurement and wider government aims for globally competitive, sustainable economic development; and leading a procurement reform programme which will achieve cost savings, build capacity and capability of procurers, enhance New Zealand business participation and improve governance, oversight and accountability. GPS provides a number of systems in support of the procurement activities of the public sector including: Government Electronic Tender Service (GETS: which enables government

2 agencies to advertise tenders and offers, send electronic notifications to subscribers, and make procurement information publicly available online NZ Government e-marketplace (NZ Ge-M: which provides access for eligible public sector agencies to the range of All of Government Contracts for common goods and services Procurement guidance, support materials and access to training through the government [procurement website ( By providing common mechanisms for government agencies to approach and inform the market and access common goods and services GETS and NZ Ge-M play important roles in helping to promote open and fair competition in the NZ government market and meet international trade agreement commitments and access goods and services efficiently. The Mandatory Rules for Procurement by Departments, which form part of policy framework, contain requirements and expectations for government agencies to use GETS. The procurement systems environment in both GPS and the broader state sector procurement community is one of continuous improvement where the development and adoption of common tools and processes can makes a significant contribution to achieving greater consistency and improvement in procurement practice The CSB IT team pursues this objective by providing the best technology solutions to enable MED to deliver high quality policy advice and operational services at least cost. It is responsible for: all MED s IT related projects with business outcomes; vendor management, managing security, change management, training services, strategy development, strategic planning, and enterprise architecture in relation to MED s IT services; all MED s Web and Intranet Services Both functions are fast paced, forward looking and have significant resource implications. To be effective the branch needs to maintain a proactive business focus. While the functions each have a distinct identity, synergies should be exploited where possible.

3 ROLE PURPOSE Provide customer service and support to all Government Tenders Service (GETS) and NZ Government e- Marketplace users and carry out administrative tasks to facilitate the daily operation of both these services and other GPS systems. ROLE TYPE: Line position, with no staff responsibilities. A public facing, service delivery role with extensive use of electronic tools. ROLE DIMENSIONS: Feature Focus of role Leadership Range of influence Description Systems administration staff act as the first point of contact for system users and therefore play an important role in maintaining and enhancing the credibility and reputation of the Ministry. The quality of customer service and information entered into the system has the potential to influence public perceptions, agency compliance with requirements for to publish information, and uptake by suppliers and government purchasers. Systems administration staff work closely with the Ministry s technical support staff and external service providers to ensure the successful operation of the GETS and NZ Ge-M systems. Systems administration staff also act as a secondary point of contact for the Government Procurement Solutions Group and work closely with policy and practice staff to respond to enquiries requiring subject matter expertise. The GPS Group also has a number of internal systems, e.g. Reporting and Contact Management which require some support and maintenance This role has no direct reports. GETS and NZ Ge-M operations are based at MED s Head Office in Wellington. Key characteristics of GETS and NZ G-eM are: GETS The systems are wholly electronic and generally available 24 hours per day via the web at and Customer support is provided 9-5pm Monday to Friday. Administration staff are also rostered on to provide appropriate cover over holiday periods (usually from home with remote access) GETS and NZ Ge-M have large and varied client bases (purchasers and suppliers, private and public sector, New Zealand and overseas subscribers) New Zealand Public Service Departments, New Zealand Defence Force and New Zealand Police are mandated to use GETS for the publication of certain procurement information. All other New Zealand public sector agencies, including local authorities, are encouraged to publish information on GETS. Anyone may register to access GETS information, but only NZ government purchasers or their representatives may be grated access to publish information

4 Delegations GETS is an information resource only. GETS administration staff have no involvement in running or evaluating tenders/offers. NZ Ge-M NZ-Ge-M is accessible only to eligible agencies that have signed up to one or more of the established All of Government contracts Contains catalogues of approved products managed by the relevant Centre of Expertise Provides a range of reporting on expenditure and product purchases This role has no financial, HR or other delegations. ROLE ACCOUNTABILITIES: Areas of Accountability Developing a full working knowledge of GETS and NZ Ge-M functions Typical Behaviours which demonstrate work at the appropriate level Takes responsibility for acquiring and maintaining working knowledge of GETS and NZ Ge- M application and administration functions Can step users through all clientfacing GETS and NZ Ge-M functions Encourages self-service and teaches users how to reduce reliance on administration staff Provides face-to-face training for users, colleagues and others, as agreed in advance with Manager Learns how to use changed/new functionality and processes and understand the impact on clients and the administration function Can extract relevant information from the system to answer client enquiries and support the work of team members Becomes familiar with and helps to maintain static content on the GETS and NZ Ge-M websites Providing customer service Takes personal responsibility for providing timely and quality service, however difficult the situation Is patient, polite and maintains a helpful attitude Makes effective use of active listening skills to ensure client needs and issues are correctly understood Manages client expectations and approaches conflict situations positively and tactfully Performance Indicators which may be a result of the incumbent working at the right level. Ability to independently undertake GETS and NZ Ge-M administration tasks and handle routine enquiries Stakeholder and internal feedback confirms knowledge is such that enquires are able to be dealt with quickly and effectively Internal feedback confirms ability to extract relevant information Positive evaluations from trainees Currency of website content and ability to navigate to relevant information Meets agreed service level response times and performance standards for handling enquiries Client feedback, live service observations and peer review confirm: - a positive public image is projected - service is timely and professional - the right advice/information is given the first time and additional relevant information

5 Aims to satisfy client needs in the original contact Acknowledges feedback on GETS and NZ Ge-M service and system and agrees any follow up action with Manager Proactively identifies better ways of doing things to continuously improve the customer experience and streamline administrative processes Managing client calls Answers calls and returns voic messages promptly and professionally Optimises talk time by focusing on actions to resolve the client s enquiry or issue and using silent time effectively Ensures call length is appropriate to the enquiry Determines call severity and prioritises work accordingly Ensures timely completion of post-call actions and administration Managing client Adheres to MED s acceptable use of , security, and record keeping policies Ensures all GETS inbox messages and those received directly are cleared daily and actioned Sends from and encourages clients to use the GETS account to ensure jobs can be actioned by colleagues if required Uses appropriate business language to write professional, yet easy to understand correspondence Actively follows up on error and undeliverable notifications to update system information and manage user accounts Processing, entering, and maintaining data Follows administrative policies and procedures for processing: - System registration requests and password queries - setting up user accounts and providing access - publishing purchasers documentation and information - maintaining the security and is offered spontaneously - commitments of action are met Communicates ideas for improvement to Manager Actively participates in discussions on customer service standards, procedures and feedback methods Meets agreed service level response times and performance standards for answering and returning calls Client feedback, live service observations and peer review confirm - professional telephone manner (is polite, listens, speaks clearly and understands habits and situations to avoid when dealing with a caller, such as background noise, eating, using terms of endearment etc) - own and other s time is used wisely Relative volume of enquires handled by Administration staff Meets agreed service level response times and performance standards for responding to Client feedback, live service observations and peer review confirm efficient and effective management Relative volume of messages and notifications handled by Administration staff Trends in volume of messages awaiting response and undeliverable notifications requiring follow up Ease with which other Administration/GPS staff can access messages if required Observed behaviours indicate policies and procedures are understood and consistently followed Meets agreed service level response times and performance standards for processing jobs Client feedback, live service observations and peer review indicate:

6 Providing first level trouble shooting and reporting incidents Providing assistance with System operations monitoring and reporting Providing support to specific projects relating to systems development Understanding the business and working effectively as part of the team integrity of information Advises Manager of risks, processes, and procedures that are absent, incomplete or inaccurate Keeps information current through regular data cleansing, including regularly searching for and closing users accounts that are no longer current or active Resolves as many user-reported incidents as tools available, expertise, and role scope permits Provides workarounds where needed to minimise impact on clients Recognises and refers or escalates enquiries that beyond own role scope or expertise Acts as the primary contact for clients (as appropriate), monitoring and providing updates on progress towards resolution, and following up to ensure client needs have been met Develops co-operative working relationships with key MED staff and external service providers involved in supporting GETS and NZ Ge-M operations Draws Manager s attention to issues raised regularly or repeatedly Learns to recognise and reports System abnormalities Gathers and inputs data to monitor customer service and system performance, as required Makes effective use of basic metrics and tools to prepare reports within agreed timeframes Gathers and collates data for standard and ad hoc reports in support of GPS activities Actively contributes to projects with specialist knowledge of system and user requirements Ensures that information requirements are met and understood Exhibits MED values and behaviours expected of state servants Can give a GPS elevator pitch and identify GPS priorities Can explain what information is - data is entered accurately (there is little or no need for rework) - data is actively maintained - appropriate security is maintained - users are set up with appropriate access and profiles are complete and accurate Volume of pending jobs and relative volume of jobs handled by GETS staff Observed behaviours indicate roles and responsibilities of those involved in providing Systems support are understood and incident management and escalation procedures are consistently followed As gains experience, requires less supervision and management time and is able to resolve more difficult enquiries Observed behaviours confirm sound decisions are made on when to work alone and when to involve other people Feedback from GPS staff, MED IT support and external service providers confirms: - effective working relationships have been established - enquiries are referred/escalated at the right time, with the right information, to the right destination Internal feedback confirms ability to recognise when the system is not performing as it should Reports are produced as requested, and meet accuracy and content requirements Observed behaviours confirm understanding of project aims and input required Required input meets accuracy and content requirements Level of understanding of: - expected standards of conduct - GPS goals, work programme and priorities - government procurement

7 required to be published on GETS by whom Can explain who is eligible to access NZ Ge-M and which categories are covered by the marketplace Participates in branch and team activities Helps to create a positive team environment by working cooperatively, accepting share of workload, offering help and celebrating achievements Uses knowledge of the organisation and relationships to achieve results Values and seeks the input and know-how of other team members Provides timely, honest and constructive feedback to others, both formally and informally requirements relating to the use of GETS and NZ Ge-M Observed behaviours and feedback indicates behaviour is consistent with MED values and standards of integrity and conduct Interaction with team members is positive and constructive Fully engages in team discussions and endeavours to add value to the work of others Team and Manager are kept well-informed of emerging issues and developments - there are no surprises Team and Manager confirm provision of accurate, useful, and constructive feedback

8 MINIMUM CAPABILITY NECESSARY TO WORK TO ROLE: Capability Area Cognitive Power Knowledge and Skills Experience Emotional Intelligence (Judgement, temperament and influence) Valuing Work of Role Description Ability to comprehend and follow administrative policies and procedures Ability to identify information relevant to client enquiries and problems Ability to break down online processes into logical steps and explain these in a clear and meaningful way to clients both verbally and in writing Relates well to a wide range of people at all levels Handles difficult situations and clients patiently and maintains a positive, helpful attitude Is IT savvy has proven ability to use a PC and acquire and maintain a good knowledge of a range of software applications and systems Has good keyboard and data entry skills, with the ability to navigate between screens and enter alpha numeric data quickly and accurately Understands and communicates in English in a way that is easy for others to understand Recognises the difference between formal and informal communication in the workplace and has a professional telephone manner Is thorough, methodical, pays attention to details and is comfortable with a high degree of routine work A basic knowledge of purchasing and tender processes would be useful Demonstrated experience in a telecommunications environment in a customer service or IT support role is strongly preferred Experience in a high-traffic customer service setting would be advantageous Familiarity with the Procurement function and its role within an organisation is desirable Experience in the public sector is desirable, but not required Is motivated to learn and has the confidence to question the status quo and try new ways of doing things Has a can do attitude - is flexible and able to assume different responsibilities to adapt to changing needs Acts with integrity is honest, accountable, and respects confidences Is reliable and able to work unsupervised as part of a team Builds trust by keeping word, commitments, and promises Has a strong customer service ethic Is motivated to present a professional image and manner to internal and external stakeholders Pursues work with energy and a desire to get things done Is organised and meets deadlines Helps others when needed even though it may not be their job

9 ROLE AUTHORISATIONS: I approve this role description of Systems Administrator, GPS (Greg Patchell) Date: I confirm that this Role Description accurately describes the work of Systems Administrator, GPS (John Ivil) Date: