Job Description

Competition # : 38807

Department: Service Nova Scotia and Internal Services

Location: HALIFAX

Type of Employment: Permanent

Union Status: NSGEU - NSPG

Closing Date: 5/1/2023 (Applications are accepted until 11:59 PM Atlantic Time)

About Us

The is a team within government and we are putting people first. We are called a \xe2\x80\x9cdigital\xe2\x80\x9d 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 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 people\'s experiences and want to make people\'s lives better. You\'re curious, and your humbleness helps you learn and grow. You love to collaborate across roles and organizations, and you can create a path forward from uncertainty. You are comfortable inspiring others with your communication skills whether they be senior leaders or technical teams.

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 Voice Services Analyst, you will be part of a multi-disciplinary team working alongside technical architects, specialists, and product managers. Do you thrive on new and innovative efforts that make a positive difference in people\'s lives? Are you one who moves beyond the status quo and has a track record of helping organizations adopt new, digital ways of doing business? Do you want to be a part of a team focused on modernizing government and Healthcare through digital services? If so, then you will want to be a part of our Digital Communications Team. Here is your chance to tell us what distinguishes you from others and how you would create value for the Government of Nova Scotia.

About the Role

We are looking for a Voice Services Analyst to join our Digital Communications Team to act as the first point of contact for end-users and represent the front face of the organization. You will be required to work with end-users and partners 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. We are interested in candidates who have a proven track record of results, are highly motivated and take an analytical approach to problem solving.

You will also be responsible for the following:

• Fulfill Move, Add, Change, and Delete Voice Services requests
• Participate in cross functional/cross departmental projects using cloud hosted services.
• Communicate operational and project risks/timelines to leadership.
• Work with other members of the multi-disciplinary team to turn requirements into user-centered services, and help promote best practices.
• Work across government and with various stakeholders and sectors to build collaborative relationships.
• Exhibit exceptional client service skills and provide timely and efficient service delivery within established standards.
• Ensure end-users are well-informed of the necessary steps to resolve their issues
• Maintain a professional and positive attitude when interacting with end users, partners and coworkers.

Qualifications and Experience

To be successful in this role, you will possess a bachelor\'s degree in Computer Science; or have graduated from a recognized Information Technology program (or the equivalent combination of training and experience).

You will also have the following skills or experience:

• ACD/UCD experience, voicemail administration, call routing, dial plans and class of service.
• Practical experience administering enterprise unified communication services.
• Understanding of circuit provisioning, testing and troubleshooting.
• Understanding of WAN/LAN, SIP, QoS, Trunking and VoIP technologies.
• Planning, and executing technology upgrades and platform consolidation.
• Capacity to manage various tasks while maintaining task deadlines under pressure with a strong attention to detail.
• Maintain your knowledge of new and emerging technologies.

Assets

• Certifications in relevant Unified Communication and Contact Centre solutions.
• Basic understanding of Microsoft Teams
• Virtualization fundamentals
• Aptitude for self directed learning.
• Interpersonal skills with the ability to interact effectively with clients.
• Experience supporting mission critical, enterprise environments, 24 x 7 x 365.
• Knowledge of ITIL processes and standards.

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.

Working Conditions

May be required to work outside of normal business hours to provide service and be on-call for supported services outside of normal business hours, including holidays and weekends.

Additional Information

This is a permanent, full-time position with a flexible location.

Pay Grade: PR 01 - PR 11

Salary Range: $1,579.34 - $2,852.85 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