Position description
Title: Application Specialist (Tolling)
Group: Access and Use
Location: Transport Registry Centre
Reports to: Manager Crown Revenue
Date: July 2010
Organisation profile
The NZ Transport Agency (NZTA) is a Crown entity that was established on 1 August 2008, under the amended Land Transport Management Act 2003, bringing together the functions of Land Transport NZ and Transit New Zealand to provide an integrated approach to transport planning, funding and delivery.
The purpose of the NZTA is ‘to build a better land transport system for New Zealanders’.
What we do -
- Help New Zealanders to travel reliably and safely
- Invest in moving people and freight to grow New Zealand’s economy
- Meet our customers’ needs by being people-focused.
Our strategic priorities – the things we are focussing on:
- Improve customer service and reduce compliance costs
- Plan for and deliver roads of national significance
- Improve the effectiveness of public transport
- Improve the efficiency of freight movement
- Improve the road safety system.
The NZTA employs approximately 1400 staff throughout New Zealand and is structured into six business groups. The NZTA encourages staff to work collaboratively across the organisation. It is committed to linking people together and drawing from the combined skills and knowledge held within the NZTA, in order to develop innovative solutions and work more effectively with stakeholders.
NZTA values
To achieve our purpose we must exhibit the following values:
Achievement We achieve excellent results
Service We provide outstanding service
Integrity We are honest, ethical and trustworthy
Respect We show consideration for others
Professionalism We produce high quality work
…resulting in a great place to work as a high performing, innovative organisation.
Business Group Background – Access and Use
The Access and Use Group is one of six business groups within the NZTA. It exists to provide New Zealanders with access to the land transport system and to help shape the responsible and sustainable use of cars, commercial vehicles, rail and the transport network. The Group achieves this through the main areas of:
· Driver licensing, education and certification;
· Vehicle certification, standards, registration and licensing;
· Regulation of commercial vehicle and rail operators;
· Revenue collection and
· Tolling activities.
Through these activities the Access and Use Group is part of every community in New Zealand. Its businessactivitiesmean that it interacts with over 2.5 million New Zealanders every year.
Purpose of position
The Application Specialist (Tolling) role is to manage, on a day-to-day basis, the entire tolling central system applications to ensure that the business needs are being met. While routine data base administrator responsibilities will be performed by the Information Services Group, the incumbent will also maintain an oversight of these activities. The incumbent will become the Administrator for the system and approve access and privileges accordingly to all modules within the tolling central system.
The role will also have accountability for the tolling system application performance and will be the first point of call for fault and/or problem resolution.
A key role for the incumbent will be liaison with Kapsch TrafficCom’s Argentine operation.
Key accountabilities – general
Team Contribution
· Participates in the annual business planning processes for their team
· Demonstrates support for all the NZTA initiatives and organisational development activities, modelling expected behaviours to managers and other staff
· Works in a manner that reflects a clear alignment with the values and expectations of the NZTA staff and works to understand and resolve issues that may be in conflict with these values and/or expectations
· Actively supports an organisational culture based on high quality, innovation, responsiveness, excellent communication and continuous improvement.
Relationship management
· Engage effectively with internal experts/staff across the NZTA so that the best information is available for decision-making, policy development, planning, resource and risk management, operations and service delivery to our Minister and the public
· Develop and maintain active working relationship with external stakeholders particularly Kapsch TrafficCom, Auckland Motorways Alliance and Modul Systems.
· Develop and maintain active working relationship with IS staff particularly the Database Administrators, Infrastructure Specialists, Service Desk and Test Analysts.
· Maintain close working relationship with relevant business staff particularly Senior Business Adviser – Tolling, Tolling Reporting Analyst & Team Leader Toll Financial Operations.
Stakeholder management
· Establish and maintain professional relationships with providers of land transport services, local and central government transport sector agencies, other State agencies, the private sector, interest groups, the public and international transport agencies and peers as appropriate
· Convene and attend meetings with key internal and external stakeholders to address specific issues and generate solutions and has the ability to influence thinking and decisions that are consistent with the NZTA strategic direction
· Provide meaningful and timely communication to the sector so that stakeholders understand their requirements in relation to the Government transport sector objectives.
Risk and issue management
· Escalate any significant risks and issues to their manager in a timely way and looks for opportunities to promote the NZTA or Group
· Oversee a comprehensive risk management approach to the way the business is managed on a day to day basis. Identifies threats to business and the NZTA so that risks can be managed, mitigated or minimised
· Identifies and takes advantage of opportunities so that there is continuous improvement in business processes, and improved value is delivered to customers and stakeholders.
Customer service
· Develops a customer service ethos that focuses on the provision of high quality, proactive and timely service, support and advice, which is aligned to the NZTA’s needs and strategies.
Health and safety
· Takes responsibility for own health and safety
· Ensures own actions keep self and others safe
· Identifies, reports and assists to eliminate hazards in their own workplace
· Participates in local workplace safety management practices.
Self development
· Takes responsibility for personal development and continually develops their own professional expertise.
Key accountabilities – specific
Strategy & Planning
· Evaluate documented proposals to ensure they prevent repeated future problems and will perform as desired for the future requirements of the tolling business.
· Contribute to strategy development through participation in the Tolling Operations Group (TRC) and Tolling Maintenance Group (AMA/ACM/ATOMS/HNO/TRC).
· Assist TRC management with identifying system and/or process improvements to ensure optimum performance of the overall tolling system.
Acquisition & Deployment
· Conduct research into relevant software application products and/or services in support of development and/or purchasing efforts, as required by IS or business management.
· Provide support for the testing and acquisition of any new application or software tools under consideration for purchase or required to be developed for the tolling system.
· Participate and advise on the acquisition and/or development of future tolling systems or functionality changes to the existing tolling application.
Operational Management
· Manage User permissions & privileges for tolling applications.
· Manage and update all tolling system parameters both technical and business related.
· Monitor tolling application jobs & functions ensuring they proceed as expected and manage any instances of failure to ensure minimum impact to the business.
· Report daily outcomes of previous days processing, highlighting any failures and actions taken to remedy issues.
· Investigation and follow up of any tolling system faults raised via the Service Desk or directly into HEAT incident logging system.
· Investigation and follow up of any Kiosk related fault or issue raised via the Service Desk, Traffic Operations Centre or directly in the incident logging system.
· Liaise and assist with 3rd level support requests with vendors where raised to ascertain and/or correct a fault or issue identified.
· Coordinate with the Service Desk and Business Managers to assess and notify impacts of issues or faults raised to wider business operation.
· Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution and update of relevant documentations such as Use Cases.
· Review updated procedures submitted by vendors for Change Requests or fixes to faults to ensure that they will meet the business requirements and fix the fault identified.
· Manage the storage and maintenance of Kiosk images and the re-imaging process when required either remotely with assistance from AMA or on-site.
· Manage the Kiosk application upgrades whether remotely with assistance from AMA or on-site.
· Assist with the development and ongoing management of the tolling website, content updates and News/Alerts content in conjunction with IS resources.
· Provision of tolling website metrics to business for reporting purposes.
· Continuous improvement of operational and development process and procedures.
· Co-ordinate with the Service Desk, Infrastructure Specialists and Database Administrators to enhance performance of all tolling application software and bespoke applications across the tolling system.
· Provide support to Service Desk, Infrastructure Specialists, Database Administrators and Reporting Analyst to ensure tolling system performance is maintained at a level that enables the tolling business to function effectively and efficiently.
Financial dimension
Not applicable
Key relationships
Internal
· All Access & Uses business units
· Highways & Network Operations – Traffic Operations Centre
· Information Systems – Service Desk, Database Administrators, Infrastructure Specialists, Business & Test Analysts
· Other Service and Operations staff
External
· Kapsch
· Auckland Motorway Alliance (AMA)
· Modul Systems
· Contracted business partners such as CORE Technologies and Fujitsu
· Suppliers of consumables and or services used by NZTA’s Tolling business
Person specification
Education and training
A current and valid New Zealand Driver’s Licence (or equivalent) is required for this position.
A tertiary qualification in Information Technology theory & practice would be desirable.
Knowledge and experience
· Knowledge of or experience with electronic road tolling applications would be ideal.
· Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
· Broad knowledge of programming languages and techniques, specifically SQL.
· Principles and application of client/server software development in a Windows LAN environment.
· Knowledge of industry standard software development methodologies.
· Able to develop and interpret technical documentation for training and end user procedures.
· Knowledge of trends in technology relating to software applications.
· Knowledge of multi-user relational databases with a focus on analysis, design and maintenance.
· Good understanding of the organisation’s goals and objectives.
Personal attributes
· Highly self motivated and directed.
· Ability to absorb new ideas and concepts quickly.
· Good analytical and problem-solving abilities.
· Ability to effectively prioritize and execute tasks in a high-pressure environment.
· Displays strong team skills, contributing to team success
· Ability to conduct research into software development and delivery concepts, as well as technical application issues.
· Ability to present ideas in business-friendly and user-friendly language.
· Very strong customer service orientation.
· Excellent written, oral, interpersonal, and presentational skills.
· Experience working in a team-oriented, collaborative environment.
· Actively demonstrates, promotes and models desired organisational behaviours and values
· Displays strong interpersonal and verbal and written communication skills
· Experience in building and fostering relationships
· Displays a strong customer service ethos
· Possesses a strong achievement/delivery focus – sets high standards including accuracy and attention to detail, meets deadlines etc
· Promotes a high quality climate of innovation, collaboration, change and adaptation in own area
· Actively looks for opportunities to improve services and support organisational change
· Takes accountability for the responsibilities of the position and own actions.
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