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Technical Specialist (Computer Services Officer 3)

 

 

Competition # : 35882 

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG 

Closing Date: 7/6/2022​ (Applications are accepted until 11:59 PM Atlantic Time)

About Us

 

The Nova Scotia Digital Service (NSDS), a division of Service Nova Scotia and Internal Services (SNS-IS) is a team within government, and we are putting people first. We are called a “digital” service for a reason – because we are helping government work the way that people expect things to work these days.

 

Our team is large, diverse, and passionate about making a difference in peoples’ lives. We believe in user-centered iterative digital service design, and practice internet-era ways of working.  Working at the NSDS means you will be a part of a team whose work makes a difference through designing, continuously improving and delivering the programs and services people need, alongside caring, compassionate, highly-skilled people.

 

At the NSDS, we don't just accept difference - we celebrate a supportive culture of diversity, inclusion and belonging!

 

The people who use government programs and services come from all walks of life. It is important that the NSDS reflects the people that we serve – so we can deliver better, and more accessible, and inclusive public services. We work hard to create an environment where different perspectives and experiences are valued. We are committed to helping diverse talent thrive.

 

About Our Opportunity

 

As the Technical Specialist (Computer Services Officer 3), you will report to and be supported by the Manager of Manager of Healthcare Infrastructure Projects, Health Partnerships & Service Excellence.  


You will lead and coordinate the work of a local team that is responsible for supporting clients and the devices and systems that they use and their related infrastructure, as well as providing technical guidance at a Tier 2 level.

 

You will also be required to perform frontline technical support services for our Nova Scotia Health clients in hospital facilities through onsite incident support and service request tickets.  As the Technical Specialist, you will ensure effective and efficient availability, deployment and maintenance of IT assets for the Province of Nova Scotia government departments, boards, agencies, commissions, and offices as well as Nova Scotia Health and the Sir Izaak Walton Killam Health Center (IWK) in a manner that meets or exceeds the established customer service standards. 

 

This position plays a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service to clients. The position will also develop procedures and processes as well as ensure the staff within the End User Compute team are familiar with new technologies, processes and procedures. The

 

Technical Specialist is expected develop highly effective relationships with management, peers, clients, and operational staff characterized by mutual trust and respect.
 

Primary Accountabilities

In this role, you will be responsible for:

  • Overseeing day-to-day operations, coordinating the operational work of the team including task assignment, setting deadlines, and performing follow up on work assigned;
  • Being the local point of contact and subject matter expert (SME) to your team, projects, clients and meeting with client departments regarding their service needs and requirements
  • Supporting incidents and service request tickets that appear in our ITIL based service management software (Assyst);
  • Representing the Local Team on projects and initiatives containing an NSDS component, including those with a Provincial scope; 
  • Liaising with local Nova Scotia Health (NSH) Management to ensure that services are being provided effectively; 
  • Maintaining and monitoring systems to guarantee consistent connectivity and accessibility. 
  • Coordinating and delegating tasks within the local Client Services support team to enable effective support of the clients and systems in Health facilities within the region; 
  • Providing tier-2 technical expertise to the local Client Services support team, escalating technical issues to other teams, and navigating the organization to find solutions to complex issues
  • Working with other NSDS teams to maintain and monitor systems to guarantee consistent connectivity and accessibility.
  • Maintaining systems according to clients’ needs using specialized skills and tools, and provide specialized technical installation services to clients for hardware, networks or other IT equipment;  
  • Creating and fostering an inspiring team environment that is conducive to a motivated and engaged team with an open communication culture;
  • Overseeing device stock levels and forecasts
  • Coordinating local ICT activities in support of healthcare construction and renovation projects
  • Monitoring the work queue for backlogs and escalations as well as ensuring that project tasks are assigned and being completed on time;
  • Coordinating onsite Business Continuity Planning (BCP) exercises
  • Managing and motivating a team, providing the resources and logistics needed to be successful such as coverage and shift rotation schedules.

Qualifications and Experience

 

Bachelors Degree in Information Technology plus three (3) years related experience; or graduation from a recognized Information Technology Program plus three (3) years and six (6) months related experience; or an equivalent combination of training and experience may be acceptable.

 

In addition, you have experience in: 

 

  • Leading projects or supervising daily activities of team members;
  • Understanding of project management and change management methodologies to coordinate rollouts and system upgrades;
  • Implementing of major system rollouts;
  • Problem solving and research skills;
  • Experience in the usage and administration of Microsoft System Centre Configuration Manager (SCCM), or an analogous product;
  • Supporting of Microsoft Windows desktop operating systems;
  • Being a team player with strong negotiation and facilitation skills;
  • Being well organized, be capable of prioritizing and undertaking high level work under tight deadlines, and can exercise sound judgment under pressure;
  • Excellent communication (both verbal and written) and interpersonal skills;
  • Interact effectively with and communicate technical concepts to clients, peers, and our leadership team.  

 

The following experience is considered an asset:

 

  • Familiarity with the ITIL Service Management framework;
  • Supporting large environments and knowledge of the Province’s IT and Security policies and procedures.  


We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.
 

Equivalency

 

An equivalent combination of training, education and experience will be considered. Applicants relying on education and experience equivalencies must demonstrate such equivalencies in their application.
 

Benefits

 

Based on the employment status and union agreement, the Government of Nova Scotia offers its employees a wide range of benefits such as  Health, Dental, Life Insurance, Pension, General Illness (Short and Long Term), Vacation and Employee and Family Assistance Programs. Click here to learn more about our various benefits offerings and eligibility criteria.
 

Additional Information

 

  • In accordance with the COVID-19 Mandatory Vaccination Protocol in High-Risk Settings full vaccination is a condition of employment for this opportunity.
  • Due to the nature of this position supporting health clients, you will be required to work at different hospital locations in HRM  
  • In this position, you may be required to work overtime, outside of normal business hours and requires travel within HRM. 
     

What We Offer

 

  • Career Development where you have access to career guidance, tools, resources, and ongoing training for every stage of your career.
  • Engaging workplace. Our Employees feel valued, respected, connected, and tuned in. We have forward-thinking policies and strategies.
  • Countless Career Paths.
  • Department Specific Flexible working schedules.
     

 

Pay Grade:  PR 14  

Salary Range:  $2,488.52 - $3,030.25 Bi-Weekly

 

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve.  The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented.  If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

 

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

 

 

 Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued. 

 

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information. 

 

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.