Job Description

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' 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's 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' lives. We believe in user-centered iterative digital service design, and practice internet-era ways of working. 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. The Technical Specialist ensures 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);
-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.
-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
-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;
-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's a requirement to have access to reliable transportation while providing support.

Qualifications and Experience

The successful candidate will possess a Bachelor's Degree in Information Technology plus a minimum of three years' experience, or graduation from a recognized Information Technology or Information Management program plus three years and six months of experience; or an equivalent combination of training and experience may be acceptable.

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's IT and Security policies and procedures.

Equivalency

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.

Working Conditions

Please note: This position is located in Sydney, Cape Breton, NS.

• Due to the nature of this position supporting health clients, you will be required to work onsite at the IWK Health Centre
• You will be required to work overtime and provide service outside of normal business hours.
• Potential of being included in the scheduled 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.

Additional Information

In accordance with the full vaccination is a condition of employment for this opportunity.

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.
• Department Specific Flexible working schedules.