Job Description

Competition # : 38156

Department: Service Nova Scotia and Internal Services

Location: KENTVILLE

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: \xe2\x80\x8b3/7/2023\xe2\x80\x8b (Applications are accepted until 11:59 PM Atlantic Time)

About Us

Tell us your story. Don\'t go unnoticed. Explain why you\'re a winning candidate. Think "Nova Scotia Digital Service" if you crave meaningful work and want to create change like we do.

The Nova Scotia Digital Service (NSDS) of the Department of Service Nova Scotia and Internal Services is a leader in client focused service delivery. This branch is responsible for all NS Government departments, agencies, boards and commissions\xe2\x80\x99 technology services and support as well as supporting Nova Scotia Health and the IWK.

The scale and scope of what Nova Scotia Digital Service does may surprise you. The rapid pace of change makes it a business imperative for us to be smart and open-minded in the way we think about technology. The province\xe2\x80\x99s technology and business teams become more intertwined as new opportunities present themselves.

Our users come from all walks of life and so do we. We are committed to inclusion and belonging, and our team is large, diverse, and passionate about making a difference to citizens\xe2\x80\x99 lives. We believe in user-centered iterative service design, and practice . We focus on:

• Delivering excellent services, built around the needs of users
• Providing public servants with the digital services and tools they need to enable collaboration, add value, and be effective
• Supporting and enabling the Nova Scotia public service to use new approaches to deliver better government in the internet era.

About Our Opportunity

As the Technical Specialist, you will report to and be supported by the Manager of Client Services supporting Health.

• 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.
• 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

• Local point of contact for clients and meeting with client departments regarding their service needs and requirements.
• Incident support 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.
• Being the subject matter expert on project teams and coordinating projects within the work unit that have financial and operational risk to ensure the efficient and effective implementation of the project and related support activities.
• 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\xe2\x80\x99 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.
• Managing the team schedule and adjust staff assignments as needed as well as developing, maintaining, and adjusting the on-call rotation schedule in accordance with vacation plans.
• Overseeing device stock levels and forecasts
• Coordinating local ICT activities in support of healthcare construction and renovation project

Primary Responsibilities Cont\'d

• Monitoring and reporting on staff attendance, morale, and productivity
• Motivating team members and lead by example.
• Overseeing day-to-day operations, coordinating the operational work of the team including task assignment, setting deadlines, and performing follow up on work assigned.
• Monitoring the work queue for backlogs and escalations as well as ensuring that project tasks are assigned and being completed on time\xe2\x80\x8b.
• Monitoring team performance and ensuring that established processes and policies are known and followed
• Reallocating staff site locations when staff shortage arises due to vacations/sick time.
• Identifying training needs and providing coaching.
• Listening to team members feedback and resolving issues or conflicts as they arise.
• Acting as first point of contact during manager absences
• Representing the local team at meetings and events
• Coordinating onsite Business Continuity Planning (BCP) exercises
• Monitoring compliance to Occupational Health and Safety (OHS) Requirements
• Providing support after hours and perform maintenance as required, to which it\xe2\x80\x99s a requirement to have access to reliable transportation while providing support.

Qualifications and Experience

The successful candidate will possess a bachelor\xe2\x80\x99s degree in Information Technology plus a minimum of three years\xe2\x80\x99 experience, or graduation from a recognized Information Technology or Information Management program plus three years and six months of experience.

The ideal candidate will have the following training and work experience:

• Experience leading projects or supervising daily activities of team members.
• A good understanding of project management and change management methodologies to coordinate rollouts and system upgrades.
• Previous experience in the implementation of major system rollouts.
• Excellent problem solving and research skills.
• Experience in the usage and administration of Microsoft System Centre Configuration Manager (SCCM), or an analogous product.
• Knowledge of and experience with the support of Microsoft Windows desktop operating systems.
• Must be a team player with strong negotiation and facilitation skills.
• 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\xe2\x80\x99s 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 related training and experience may be accepted in place of education requirement. Applicants relying on equivalencies must describe clearly in their resume and cover letter.

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.

Additional Information

• Due to the nature of this position supporting health clients, you will be required to work onsite at various health facilities located within Kings and Annapolis Counties.
• You will be required to work overtime and provide service outside of normal business hours.
• You will also be scheduled in a regular on-call rotation for frontline support (onsite) after standard business hours and on weekends.
• This position will require travel and you will need appropriate licensing and a reliable vehicle.

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)
• Full vaccination for COVID-19

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 for Nova Scotians.
• Department Specific Flexible working schedules.

Pay Grade: PR 14

Salary Range: $2,563.74 - $3,121.84 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.

Government of Nova Scotia