Support Analyst - SHIFT WORK POSTION

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 specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

VIRTUAL WORK NOT POSSIBLE (Applicants must clearly indicate in their application the location in which they would like to be considered). SSC is committed to providing regional opportunities where feasible, and to increasing its regional presence.

Candidates must clearly demonstrate how they meet the education and experience criteria listed in the essential qualifications as well as the assets qualifications in the screening tool. Candidates must indicate the period/total duration for each experience and demonstrate how they meet these experience criteria. Candidates must elaborate their answer by providing concrete examples, and indicate when and where they obtained this experience. **The ability to communicate effectively in writing will be assessed through your application and the screening questions**

Duties

The Enterprise Command Centre (ECC) is a source of leadership and guidance to ensure that service and order is maintained, rather than an information centre or help desk. It monitors servers and network for detachments across Canada and provides second level support by phone and email for the resolution of problems related to IT network and server software, hardware and connectivity issues. It also provides follow-up services regarding incidents until conclusion by accurately updating service incidents using a ticket tracking software and escalates all incidents that cannot be solved at the second level, to third level support or vendors’ level support. The ECC monitors and performs change management requests in collaboration with other Shared Services Canada (SSC) IT sections to ensure a continuation of service, and remains current with developments and advancements in IT hardware, software and operation of computer support services by reading manuals, procedures and training courses.

The incident coordination team is a dynamic team helping to rapidly restore critical IT services for the Canadian Public and government users. It takes care of the communication of incidents to business (SSC and customer management) and IT support staff, and it coordinates incident resolution by identifying support groups and by issuing notifications and ensuring timely resolutions.

Work environment

By joining our team of knowledgeable analysts, you will learn and develop IT technical skills by troubleshooting and maintaining various network and server hardware and software. You will have the opportunity to enhance your understanding of network and server components, topology and their integration with the SSC systems. You will also increase your communication skills with clients and co-workers and lastly, you will be able to use your ITIL skills in the areas of Incident and event management.

Intent of the process

The intent of this process is to establish a pool of qualified candidates for SHIFT WORK POSITIONS ONLY (24x7x365) with various tenures, various security profiles and various language requirements.

Positions to be filled: 20

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 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

EX1. Experience working in an IT infrastructure or an operations environment;
EX2. Experience in providing client services;
EX3. Experience in IT or business analysis, or providing IT or business support.

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

Various language requirements
English Essential
French Essential
English or French Essential
Bilingual Imperative BBB/BBB
Bilingual Imperative CBC/CBC

Language requirements for each position will be set in accordance with the Official Languages Act and based on the duties of the position and the location of work.

Language requirements may vary by the position being staffed.

For more information on Second Language evaluation and proficiency, please visit the following web site: http://www.psc-cfp.gc.ca/ppc-cpp/sle-els/index-eng.htm

Information on language requirements

ABILITY

A1. Ability to communicate effectively orally;
A2. Ability to communicate effectively in writing;
A3. Ability to plan, organize and prioritize work in order to meet tight deadlines.

PERSONAL SUITABILITY

PS1. Team work;
PS2. Effective interpersonal skills;
PS3. Judgment;
PS4. Reliability;
PS5. Client focus;
PS6. Initiative.

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

OCCUPATION CERTIFICATION

OC1. Information Technology Infrastructure Library (ITIL) certification.

EXPERIENCE

AEX1. Experience using an IT service management tool (i.e ECD (Enterprise Control Desk) or Info web or Remedy);
AEX2. Experience in incident coordination;
AEX3. Experience writing notifications or documentation to senior management;
AEX4. Experience in using procedures and processes to resolve problems;
AEX5. Experience in using IT automated monitoring tools;
AEX6. Experience working in a high stress or fast paced environment.

KNOWLEDGE

AK1. Knowledge in Information Technology Infrastructure Library (ITIL).

ORGANIZATIONAL NEED

In support of achieving a diverse workforce, selection may be limited to candidates who self-declare as a member of the following Employment Equity groups: Aboriginal persons, persons with disabilities, visible minorities, women.

Conditions of employment

Reliability status
Secret clearance
Top secret clearance
Law enforcement records check

CONDITION OF EMPLOYMENT

THE FOLLOWING CONDITIONS OF EMPLOYMENT WILL BE REQUIRED:

Shift work;
Work weekends;
Work scheduled overtime;
Work overtime on a short notice.

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 designated groups when you apply.

Information on employment equity

Written exam may be administered.

Interview may be administered.

Reference checks may be sought.

Candidates must meet the essential qualifications to be appointed to a position. Only the candidates who obtain the required pass mark for each essential qualification will be given further consideration in the selection process.

Candidates may be required to meet the asset qualifications or the organizational needs, depending on the requirements of the specific position being staffed.

If you do not fully complete the screening questions as instructed, you may be screened out.

Acknowledgment of receipt of applications will not be sent.

Employees of the federal government are required to identify their substantive group and level, their employment status and their personal record identifier (PRI) in their application.

You must provide proof of your education credentials.

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.

Online applications will only be accepted, therefore your application must be submitted through the Public Service Resourcing System.

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).

Applicants who apply to this selection process must include in their application a valid e-mail address and make sure this address is functional at all times and accepts messages from unknown users.

The Public Service of Canada is committed to building a skilled, diverse workforce reflective of Canadian society. As a result, it promotes employment equity and encourages candidates to indicate voluntarily on their application if they are a woman, an Aboriginal person, a person with a disability or a member of a visible minority group.

The Public Service of Canada is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted in relation to a job opportunity or testing, you should advise the Public Service Commission or the departmental official in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

A random and/or top down selection of candidates may be used in the determination of those to be given further consideration in the assessment process.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

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