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Stream 4: Business Services Class

B.1 Business Analyst

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Develop and document statements of requirements for considered alternatives.
  • Perform business analyses of functional requirements to identify information, procedures, and decision flows.
  • Evaluate existing procedures and methods, identify and document items such as database content, structure, application subsystems.
  • Define and document interfaces of manual to automated operations within application subsystems, to external systems, and between new and existing systems.
  • Establish acceptance test criteria with client.
  • Support and use the selected departmental methodologies.

Specialties could include but are not limited to:

  • BPWin
  • Oracle CASE
  • Rational Rose
  • RUP

B.2 Business Architect

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience, or 5+ years of experience with a recognized professional certification

Responsibilities could include but are not limited to:

  • Develop policies and rules that allow an organization to carry out its mandate and functional responsibilities, and that govern the organization's actual and planned capabilities in terms of computers, data, information, human resources, communication facilities, software and management responsibilities.
  • Develop the specifications for where, how and why the various organizational components fit together as they do, and how they support the organization's mandate.

Specialties could include but are not limited to:

  • BPWin
  • Oracle CASE
  • Rational Rose
  • RUP

B.3 Business Consultant

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience, or 5+ years of experience with a recognized professional certification

Responsibilities could include but are not limited to:

  • Analyze, evaluate, develop business processes (financial, operational, systems, etc.).
  • Identify organizational and/or project business opportunities for improvement and streamlining of business processes.
  • Identify and evaluate critical success parameters, factors and performance measurements.
  • Assist other stakeholders in development and implementation of business improvement processes and programs.

B.4 Business Continuity/Disaster Recovery Specialist

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience, or 5+ years of experience with a recognized professional certification

Responsibilities could include but are not limited to:

  • Develop and implement business and technology continuity plans.
  • Develop technology and business continuity and disruption recovery strategies.
  • Develop crisis communication planning strategies.
  • Identify past and potential impact resulting from disruptions.
  • Develop techniques to identify and evaluate potential disruptions.
  • Develop and implement backup, replication and redundancy strategies as required.
  • Develop awareness, training, and communication programs with both internal staff and other stakeholders.
  • Establish coordination activities with internal and external stakeholders and establish actual and potential dependencies.
  • Develop and implement monitoring activities and performance management.

B.5 Business Process Re-engineering (BPR) Consultant

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience, or 5+ years of experience with a recognized professional certification

Responsibilities could include but are not limited to:

  • Review existing work processes and organizational structure.
  • Analyze business functional requirements to identify information, procedures and decision flows.
  • Identify candidate processes for re-design; prototype potential solutions, provide trade-off information and suggest a recommended course of action. Identify the modifications to the automated processes.
  • Provide expert advice in defining new requirements and opportunities for applying efficient and effective solutions; identify and provide preliminary costs of potential options.
  • Provide expert advice in developing and integrating process and information models between processes to eliminate information and process redundancies.
  • Identify and recommend new processes and organizational structures.
  • Provide expert advice on and/or assist in implementing new processes and organizational changes.
  • Document workflows.
  • Use business, workflow and organizational modeling software tools.

B.6 Business System Analyst

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Develop and document a detailed statement of requirements for the proposed alternative recommended in the preliminary analysis report.
  • Perform business analyses of functional requirements to identify information, procedures, and decision flows.
  • Evaluate existing procedures and methods, identify and document items such as database content, structure, application subsystems, and develop data dictionary.
  • Define and document interfaces of manual to automated operations within application subsystems, to external systems, and between new and existing systems.
  • Identify candidate business processes for re-design, prototype potential solutions, provide trade-off information and suggest a recommended course of action. Identify the modifications to the automated processes.
  • Support and use the selected departmental methodologies.

Specialties could include but are not limited to:

  • BPWin
  • Oracle CASE
  • Rational Rose
  • RUP

B.7 Business Transformation Architect

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience, or 5+ years of experience with a recognized professional certification

Responsibilities could include but are not limited to:

  • Analysis and development of business success "critical success factors".
  • Analysis and development of architecture requirements design, process development, process mapping and training.
  • Responsible for leading other functional staff to define business strategy and processes in support of transformation and change management activities.
  • Participate in change impact analysis and change management activities.
  • Participate in organizational realignment (job re-design organizational re-structuring).
  • Coordinate development of training and coordination with other stakeholders.
  • Create presentations and present to various stakeholders, and facilitate meetings and discussions.

B.8 Call Centre Consultant

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Providing expert advice on and/or developing and implementing computer enabled call centers that permit service agents to efficiently and effectively respond to client service requests received by telephone and other electronic media.
  • Providing expert advice on and/or developing Interactive Voice Response (IVR) Application systems that permit callers to obtain information or enter transactions using the telephone and keypad.
  • Providing expert advice on and/or developing service request management application systems.

B.9 Courseware Developer

NOTE:  To be used for IT courseware requirements only. Non IT courseware requirements must be processed through the Learning Services Supply Arrangement E60ZH-070003

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Perform needs assessment/analysis for training purposes.
  • Plan and monitor training projects.
  • Perform job, task, and/or content analysis.
  • Write criterion-referenced, performance-based objectives.
  • Recommend instructional media and strategies.
  • Develop performance measurement standards.
  • Develop training materials.
  • Prepare end-users for implementation of courseware materials.
  • Communicate effectively by visual, oral, and written form with individuals, small group, and in front of large audiences.

B.10 Help Desk Specialist

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems
  • Perform initial problem analysis and triage problem to other appropriate staff when appropriate.
  • Maintain liaison with network users and technical staff to communicate the status of problem resolution to network users; log and track requests for assistance.
  • Develop, implement, and/or participate in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.
  • Develop, implement, and/or participate in the distribution of network related information to users to include information such as help desk procedures and network handbooks.
  • Participate in the development of a comprehensive training plan for help desk procedures; assist in training personnel providing backup coverage.
  • Participate in on-site installations of network systems for users.
  • Perform other related duties incidental to the work described herein.

B.11 Instructor, IT

NOTE:  To be used for IT courseware requirements only. Non IT courseware requirements must be processed through the Learning Services Supply Arrangement E60ZH-070003

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Assess the relevant characteristics of a target audience.
  • Prepare end-users for implementation of courseware materials.
  • Conduct training courses.
  • Communicate effectively by visual, oral, and written form with individuals, small groups, and in front of large audiences.

B.12 Network Support Specialist

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Coordinate installation, operation, maintenance, resolution of hardware and software problems, monitoring of traffic, capacity planning, system backup and user training for a Local Area Network.
  • Evaluate, test and recommend new data communication hardware and software.
  • Maintain interface with vendor representatives and other computing resources to resolve hardware and software problems.
  • Inform new users of the appropriate hardware and software specifications for access to the network.
  • Install or coordinate installation of network hardware, software for use with personal computers and mainframe/personal computer interaction, and network upgrades according to vendor instructions.
  • Configure equipment with assistance from vendor or other computing resources.
  • Prepare and maintain procedure manuals and documentation for internal use.
  • Maintain a reference library to include reference manuals and user guides.
  • Maintain accurate records and logs of users, equipment serial numbers, service records, maintenance agreements, warranties, wiring schemes and network problems and solutions.
  • Develop, implement, participate, and test a network disaster recovery plan.
  • Resolve all connectivity and internal technical problems.
  • Assist in training users to use the network and related software.

B.13 Operations Support Specialist

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Provide systems administration and systems operations support, including setting up user access, user profiles, back up and recovery, day-to-day computer systems operations.
  • Perform software upgrades, and apply patches.
  • Provide customer interface to ensure requested changes are implemented.
  • Monitor computer workload trends and make adjustments to ensure optimum utilization of computer resources.

B.14 Technical Writer

Experience Levels

  • Level 1: < 5 years of experience
  • Level 2: 5- < 10 years of experience
  • Level 3: 10+ years of experience

Responsibilities could include but are not limited to:

  • Document help text, user manuals, technical documentation, web page content, etc.
  • Review documentation standards and the existing project documentation.
  • Determine documentation requirements and makes plans for meeting them.
  • Gather information concerning the features and functions provided by the developers.
  • Assess the audience for the documents/manuals which are required and prepare a statement of purpose and scope for each.
  • Develop a table of content for each document/manual and write or edit the required content.
  • Investigate the accuracy of the information collected by making direct use of the material being documented.
  • Prepare or coordinate the preparation of any required illustrations and diagrams.
  • Design the layout of the documents/manuals.
  • Use word-processing, desk-top publishing and graphics software packages to produce final camera-ready copy.

Specialties could include but are not limited to:

  • RoboHelp