(Technical Architect (Computer Services Officer 4)

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

At the Department of Cyber Security and Digital Solutions (CSDS), we prioritize people and are dedicated to driving digital transformation that meets modern expectations. Our mission is to support government departments and partners in their digital transformation journeys, ensuring that digital services are user-centered, efficient, and impactful for all Nova Scotians. 

We don’t just implement digital solutions; we navigate the complexities of digital transformation by modernizing outdated systems and ways of working. Our role is to make a real difference by ensuring that our digital services are accessible and user-friendly. 

At CSDS, we celebrate diversity, inclusion, and belonging. We recognize that the people who use government programs and services come from all walks of life, and it’s essential that we reflect the communities we serve. We are committed to creating an environment where diverse perspectives and experiences are valued, and where all talent can thrive. By embracing these values, we deliver better, more accessible, and inclusive public services. 

Who You Are

You are passionate about people’s service experience and want to help resolve technical problems and requests over the phone, in person, and through our ticketing system. You enjoy providing front line support in a 24/7 environment for critical services, working as part of a team, and going the extra mile to provide an amazing user experience. You thrive on providing support to a diverse client base. You are flexible and available to work night shifts and on call rotations.

You share our values of respect, integrity, diversity, accountability & the public good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.

About Our Opportunity

As a Technical Architect with User Support Services, CSDS, you will provide support in a 24/7 operational environment for critical digital services supporting government and health care.  You will support government departments, agencies, boards, commissions and offices, as well as Nova Scotia Health and the IWK. You will lead and participate in projects and initiatives that improve the lives of the citizens of Nova Scotia – you will make a difference!

You will provide creative solutions to resolve complex business problems by understanding client requirements and system capabilities.  You will support clients directly with very complex issues that cannot be resolved by other support tiers.  You may be the first point of contact for clients and represent the front face of the organization. You will be required to work with clients with varying levels of digital literacy in determining the root cause of their problem and initiating a resolution plan. You must have the ability to use common, non-technical, business language to explain technical solutions.

You will be Tier 3 support providing technical expertise and guidance to your peers in all support tiers.  As someone who thrives on a constantly evolving technical challenge the successful candidate will ensure effective and efficient availability, deployment, and maintenance of digital solutions for the Government of Nova Scotia in a manner that meets or exceeds the established customer service standards. You will be responsible for ensuring the availability and security of digital solutions within your portfolio.  You will define, support and improve our processes to ensure a consistent level of service to users with a focus on continual service improvement. 

As the technical architect within a team of specialists and analysts, you will help to lead the team and provide direction and supervision to members of the team.  You will mentor team members and lead by example.  You will build effective, collaborative, high impact relationships with clients, team members, peers, colleagues, and management characterized by mutual trust and respect.

Other Responsibilities of a Technical Architect:

• Provide leadership to teams that support daily administration, monitoring, maintenance and capacity planning of production and non-production digital solutions and infrastructure. 

• Oversee the deployment and maintenance of digital solutions for the Government of Nova Scotia in a manner that exceeds client’s expectations. 

• Provide specialized technical deployment of services for clients.

• As required, organize, schedule, and participate in on-call rotation for critical 24x7 applications.

• Provide Tier 3 support and problem resolution support to team members as well as support of internal/external clients, including technical specialists and technical analysts.

• Monitor and maintain hardware, software, and resolve incidents and problems.

• Play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure consistent level of services. 

• Exhibit exceptional client service skills and provide a timely and efficient service within established standards.

• Lead project teams and provide subject matter expertise on broader projects as required as a representative of CSDS.

• Gain a depth of understanding around the importance of your client’s priorities and the impact it has on the client and the public when digital services are not working.

• Provide Tier 3 technical expertise and escalate issues to other technical teams, navigating the organization to find solutions to complex issues.

• Maintain digital systems and infrastructure using specialized skills and tools to guarantee consistent connectivity and accessibility.

• Provide remote and onsite Tier 3 support including desktop hardware, software, and printers.
   

About You

To be successful in this role, you will possess a bachelor’s degree in Information Technology plus a minimum of five years' experience; or have graduated from a recognized Information Technology or Information Management program plus five years and six months of experience (or the equivalent combination of training and experience).

You will also have the following skills or experience:

• Extensive experience working in complex enterprise environments as well as running infrastructure projects and/or teams.  

• Experience in a wide variety of computing technology is essential (For example: desktop software and operating systems, device and print management systems, Microsoft technologies such as M365, Exchange, etc.).

• Excellent communication (both verbal and written) and interpersonal skills are required, as well as demonstrated ability to interact effectively with clients, staff, peers, and management.  

• Demonstrated experience in identifying and implementing opportunities for improvement.

• You will be flexible and adaptable to changing business priorities.

Assets

The following experience is considered an asset: 

• Experience in on-premises and cloud based environments and supporting large, mission critical (7x24) environments are definite assets to the position.

• Knowledge of project management methodology, ITIL processes, and IT and Security policies and procedures in Government, are also assets.

Other Considerations

Due to the nature of this position, you will be required to work on-site, and work locations may be anywhere in government buildings, health care facilities or hospitals throughout the province. The bulk of work for current major projects is expected to be conducted within Halifax Regional Municipality health care facilities for the first year of this term. You must have access to a reliable vehicle for transportation.

You may be required to participate in the scheduled on-call rotation for frontline support (onsite) after standard business hours and on weekends. You may be required to work shiftwork which includes night shifts, weekends, and holidays.

This competition may be used within 4 months to fill similar positions in other areas of Nova Scotia should they become available.

An immunization form needs to be completed confirming immunity to the following, or that bloodwork or vaccinations are scheduled or in progress:

• • Measles, Mumps, Rubella (vaccination date)
  • Tetanus, Diphtheria, Pertussis (vaccination date)
  • Varicella (vaccination date, or bloodwork to confirm antibodies that would be present if the person had chicken pox)

Benefits & Perks

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.

• Secure Your Future: Take advantage of our defined benefits pension plan for a stable retirement.

• Generous Time Off: Enjoy vacation, all national/civic holidays.

• Flexible Work Arrangements: Accommodate your needs with various options for flexibility, such as hybrid schedules.

• Employee and Family Support: Access our Employee and Family Assistance Programs for resources and guidance.

• Support in Times of Need: Access to our EAP.

• Cross-Sector Collaboration: Experience the power of collaboration as you engage with various government departments. Unlock a world of knowledge, expertise, and connections, contributing to the betterment of our province.

• Growth & Development: Open doors to professional growth within the department and beyond. Explore diverse career paths in specialized areas such as digital service design, cybersecurity, enterprise risk, digital platform services, and mission IT.

• Lifelong Learning: Continuously expand your knowledge and skills through training and development programs.

• Professional Advancement: Immerse yourself in the government landscape and discover endless opportunities for learning, advancement, and making a meaningful impact.

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government.

Additional Information

This is a TERM employment opportunity with anticipated end date of November 30, 2026.  The appointment status (‘term’, ‘temporary’ or ‘casual’) is dependent on the start date of the successful candidate.