Incident Management Specialist

Important messages

We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request special accommodation. All information received in relation to accommodation will be kept confidential.

Information on accommodation for persons with disabilities

Intent of the process

THE POSITION TO STAFF IS LOCATED IN CHIEF FINANCE, RESULTS AND DELIVERY OFFICER SECTOR. However, the process could be used to staff positions with different sectors of the Department.

Positions to be filled: Number to be determined

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Education:

Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology, information management or another specialty relevant to the position to be staffed or an acceptable combination of education, training and/or experience.

Notes:

1. Indeterminate period incumbents of positions in the CS group on May 10, 1999, who do not possess the education prescribed above, are deemed to meet the minimum education standards based on their education, training and/or experience. They must be accepted as having met the minimum education standard whenever this standard is called for when staffing positions in the CS group.

2. It is the recognized educational institution (e.g. community college, CÉGEP or university) that determines if the courses taken by a candidate correspond to two years of a post-secondary program at the institution.

3. At the manager's discretion, an acceptable combination of education, training and/or experience may serve as an alternative to the minimum post-secondary education stated above. Whenever the minimum education is met using this alternative, it is met for the specific position only and must be re-assessed for other positions for which this alternative has been specified by the manager.

Degree equivalency

EXPERIENCE:

Recent* experience in providing (on-site or by phone) IT support and IT services to clients at all levels**.

Experience in installing, configuring and troubleshooting Microsoft Windows 7, Microsoft Office 2010 and Outlook 2010.

Experience in working with an IT call tracking system.

Experience in supporting and troubleshooting remote access services.

Experience in supporting and troubleshooting mobile devices.

* Recent experience is defined as experience within the last two (2) years.

**Clients at all levels is defined as standard and executive. The candidate must clearly identify the two levels of client in his answer.

If you possess any of the following, your application must also clearly explain how you meet it (other qualifications)

EXPERIENCE:

Experience in supporting and troubleshooting Secure Remote Access.

Experience in supporting and troubleshooting E-mail Service Delivery.

Experience in supporting and troubleshooting tablets.

Experience in administering and maintaining Active Directory in Windows Server 2003/08.

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
Positions could be staffed with various Language requirements: French essential, English or French essential, Bilingual BBB/BBB, CBC/CBC or CCC/CCC.

Information on language requirements

KNOWLEDGE:

Knowledge of troubleshooting hardware and software in a Microsoft Windows 7 environment.

Knowledge of configuring and supporting Microsoft Office 2010.

Knowledge of troubleshooting Microsoft Outlook 2010.

Knowledge of remote access tools.

Knowledge of basic data networking and telecommunications concepts.

ABILITIES:

Ability to analyze, resolve and document IT problems.

Ability to communicate effectively in writing.

Ability to communicate effectively orally.

Ability to plan and organize.

PERSINAL SUITABILITIES:

Teamwork.

Dependability.

Initiative.

Client Services.

Judgement.

The following may be applied / assessed at a later date (may be needed for the job)

KNOWLEDGE:

Knowledge of a Records and Document Management system.

Knowledge of E-mail Service Delivery.

OPERATIONAL REQUIREMENTS:

Some positions may require to work overtime/or non-standard hours such as evenings, weekends, holidays, etc.

Conditions of employment

Secret security clearance

CONDITIONS OF EMPLOYMENT:

Some positions may require the incumbent to work from 10:00 a.m. to 6:00 p.m.
Please indicate on your application if you are willing to work these hours of work.

Some positions may require the incumbent to lift computer equipment and peripheral hardware that can weigh up to 10 kg several times per day.

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the targeted groups when you apply.

Information on employment equity

Achieving a representative workforce has been identified as an organizational need in the merit criteria, and may be applied in this appointment process. Information related to the application of this merit criterion will be collected when/if this criterion is used to make an appointment. Consequently, there is no need to indicate on your application if you are a member of the designated group(s) specified in the merit criteria.

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by e-mail for screening/assessment purposes (including issuing screening results, and sending invitations for written tests and interviews). It is the responsibility of the candidate to ensure accurate contact information is provided and updated as required. Candidates who apply to this selection process should include an email address that accepts email from unknown users (some email systems block these types of email).

Asset qualifications may be used at the screening stage or any stage during the process.
Persons are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

You must provide proof of your education credentials.

You must indicate on your application if you require special accommodation for the assessment.

Acknowledgment of receipt of applications will not be sent; we will contact candidates when the screening process is completed.

Preference

Preference will be given to veterans and to Canadian citizens, in that order.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.