Electronic Content Support (GMG/SEG 1)

Job Purpose

Under the direction of the Director Talent and Knowledge Management, the Electronic Content Support Officer is responsible for providing high standard of support to the Branch by producing and maintaining all digital content, conducting data analysis/reports, handle enquires and troubleshoot problems for internal staff and external customers.

Additionally the incumbent is responsible for monitoring, updating and make recommendations regarding the ECM System and participates in bonding activities in keeping with the established Bonding Policy of the GOJ and existing Standard Operating Procedures.

Key Responsibility Areas

Technical/Professional Responsibilities

• Assists with the preparation of standard operating procedures and navigating the Electronic Content Management System;
• Assists with the implementation of new software updates and training of internal staff on how to use the system as well as customers;
• Responds to user queries and troubleshoot system/software issues for both internal and external customers; assist in diagnosing bugs and gathering requirements for the Electronic Content Management system features;
• Conducts systems’ tests/evaluations periodically and make recommendations where necessary;
• Determines the feasibility, cost, time and compatibility requirements of new updates or enhancements for ECM;
• Participates in off-site bonding activities based on request from other entities;
• Monitors and controls day-to-day usage of the database system in collaboration with the Information Communication Technology (ICT) Branch. This includes:
  • setting and approving user access and permission levels
  • ensuring conformance to established policies and procedures;
• Monitors and evaluates relevant work items within the ECM/IBPS and indicates required action; Prepares files for use online, such as images, PDFs and presentations;
• Ensures that all issues from both help desk and internally are logged and dispatched to the relevant desk officers for further action;
• Manages the data collection by ensuring that all relevant correspondents received from the public and MDA’s are properly scanned and uploaded to the ECM solution;
• Supports the entering of back log information from files on the ECM/IBPS Solution;
• Generates statistical reports upon requests;
• Assists with the verification of documents submitted through the ECM System;
• Assists Directors and other officers in the preparation of input documents and files for the ECM/IBPS;
• Assists members of the Branch in using the ECM/IBPS Solutions;
• Assists in the document verification process for the Scholarship Application, Grants Application and Bonding process in relation to ECM/IBPS Solution;
• Advises or addresses concerns made by customers with regards to their application or escalate to relevant officer;
• Reports and follow up on errors/ discrepancies being experienced using ECM/IBPS and the portal to the relevant Unit;
• Makes recommendations regarding improvements within the ECM/IBPS;
• Acts as a support for external sensitization sessions hosted in the MDAs:
• Assists with the monitoring of workflows that are initiated/submitted to the Branch;

Management/Administrative Responsibilities

• Contributes to the development of the Section’s Strategic and Operational Plan and Budget;
• Develops Individual Work Plans based on alignment to the Branch’s Plan;
• Participates in meetings, seminars, workshops and conferences as required;
• Prepares reports as required;
• Prepares and delivers training programme presentations as needed.

Human Resources Responsibilities

• Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Division’s and organization’s goals;

Customer Service Responsibilities

• Maintains customer service principles, standards and measurements;

Other Responsibilities

• Performs all other duties and functions as may be required from time to time.

Required Competencies

• Good knowledge of the Human Resource Management functions, policies and regulations in the Public Sector
• Good knowledge of the Branch’s functions, ECM/IBS platform
• Knowledge of HR Information Systems (MyHR+, People Soft, Success Factors or related solutions)
• Sound knowledge of database management trends and standards;
• Sound knowledge of established database management policies and procedures;
• Ability to innovate, create and implement continuous improvement initiatives;
• Ability to work independently and make sound and reasoned decisions;
• Advanced IT skills in relation to Word, PowerPoint, Outlook and Excel
• Excellent interpersonal and team management skills
• Excellent communication skills
• Strong analytical and problem-solving skills
• Strong customer relations skills
• Excellent planning and organizing skills
• Excellent judgment and decision-making skills
• Good innovative skills
• Proficiency in the use of relevant computer applications

Minimum Required Qualification and Experience

• Bachelor’s  Degree  in  Human  Resource  Management,  Management  Studies, Public/Business Administration, Information Technology or related social sciences;
• Two (2) years’ experience in a similar work environment.

Special Conditions associated with the job

• Work will be conducted in an office outfitted with standard office equipment and specialized software. The environment is fast paced with on-going interactions with critical stakeholders and meeting tight deadlines which will result in high degrees of pressure, on occasions. May be required to travel locally and overseas to attend conferences, seminars and meetings.