Job Description

Competition # : 39129

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 5/24/2023 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

The , 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 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 . 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.

Who You Are

You are passionate about peoples 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 and the public good, have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture.

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

About Our Opportunity

As a Technical Specialist with Mission IT, NSDS, 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 participate in projects and initiatives that improve the lives of the citizens of Nova Scotia - you will make a difference!

You will support clients directly with more complex issues that cannot be resolved at Tier 1. 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 2 support providing technical guidance to your peers in Tier 1 and collaborating across all support tiers. You will be responsible for ensuring the availability and security of digital solutions and their underlying infrastructure by planning and leading maintenance and upgrade activities. You will develop procedures and processes with a focus on continual service improvement. You will build effective, collaborative, high impact relationships with clients, peers, colleagues and management characterized by mutual trust and respect

Other Responsibilities of a Technical Specialist:

• 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.
• Represent NSDS as a point of contact for client departments regarding their service needs and requirements.
• Ensure the client is well-informed of the necessary steps to resolve their issues and maintain a professional and positive attitude when interacting with clients and coworkers.
• Gain a depth of understanding around the importance of your clients priorities and the impact it has on the client and the public when digital services are not working.
• Act as a subject matter expert on NSDS project teams that could be province-wide with financial and operational risk.
• Coordinate and lead projects within the work unit.
• Represent NSDS as a subject matter expert in projects, pilots and initiatives driven by other areas of the organization.
• Provide Tier 2 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 2 support including connectivity issues, network, desktop hardware, software, and printers.
• Acting as a mentor to Junior team members and leading by example.
• May be required to supervise or coordinate work tasks for CSO2 team members.

About You

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

You will also have the following skills or 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.
• Knowledge of and experience with the support of Microsoft Windows desktop operating systems and Microsoft 365 applications.
• Experience working with support tools such as remote PC management tools, endpoint protection, and incident management tools to resolve customer requests in a timely fashion.
• Strong understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, Intune)
• 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 in plain language to clients, peers, and our leadership team.
• Capacity to manage various tasks while maintaining task deadlines under pressure with a strong attention to detail.
• Be willing to travel to client locations to provide on site support.
• Have access to reliable transportation.
• Be willing to work non traditional shifts to support a 24/7 environment, and
• Be open to perform other related duties as assigned.

The following experience is considered an asset:

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

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 to learn more about our various benefits offering and eligibility criteria.

Other Considerations

Due to the nature of this position, you may be required to work on-site, and work locations may be anywhere in government buildings, health care facilities or hospitals.

You will 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)

Pay Grade: PR 14

Salary Range: $2,640.65 - $3,215.50 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