Support Analyst

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

IT IS NOT SUFFICIENT to indicate that you have the required qualifications or to provide a list of your previous or current responsibilities. You will rather need to demonstrate WHEN, WHERE, and HOW, you have gained these qualifications by giving concrete examples. The information you provide about your education and experience in your responses to screening questions must be confirmed in your resume. If you do not provide the above information in the manner indicated, your application may be rejected.

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED. All job applications must therefore be submitted through the jobs.gc.ca site. To submit an application on-line, please select the button "Apply Online" below.

Shared Services Canada is committed to providing an inclusive and barrier-free work environment, starting with the hiring process and the right to be accommodated.
Give yourself the best chance to succeed! As the objective of this process is to assess qualifications needed for the position(s) to be staffed, let us know if you have a functional limitation/ disability, which may affect your performance. For example, contact us if you need assistance in completing and submitting your application. Should you then proceed to the next assessment stage, such as an exam or interview, we will send you an e-mail with additional information on the assessment format so that you can determine if you may require an accommodation (such as a different test format, an adaptive technology, or additional time). Assessment accommodations are designed to remove the obstacles without altering the criteria being assessed so candidates with functional limitations can fully demonstrate their abilities.

If you need to be accommodated during any phase of the assessment process, please use the Contact information below to request accommodation. All information received in relation to your accommodation will be kept confidential and your right to privacy will be protected. Information on accommodation for persons with disabilities
You may also review jobs open to the public through INFOTEL at 1-800-645-5605. The INFOTEL number for persons using a TTY/TDD is 1-800-532-9397.

Are you a civilian member assigned to Shared Services Canada? We encourage you to apply! Please note that a civilian member selected for appointment through this process may not have to convert to public servant status before deeming. If you have questions, please send an email message to the address indicated in Contact information section below for more information.

SSC welcomes applications from Veterans. We recognize your contribution to Canadians and would like to offer you the opportunity to continue your career in an environment where multi-talented employees with diverse skills are appreciated and supported.

Intent of the process

This staffing process will be used solely to staff positions of Support Analyst located in Edmonton (AB), Kamloops (BC) , Kelowna (BC), Prince George (BC), Surrey (BC), Vancouver Island- Other locations (BC), Winnipeg (MB), Fredericton (NB), Dartmouth (NS), London (ON), Milton (ON), Montréal Island (QC), Regina (SK) or in Yellowknife (NT) with various linguistic profiles for an indeterminate period. Please note you will be expected to relocate if you are not already residing in the above locations. Please only indicate your interest in the cities where relocation is viable should you be offered a position. If you do not reside or are not prepared to move to any of the locations listed, please reassess your participation in this process.

***DUE TO THE NATURE OF THE FUNCTIONS, REMOTE WORK WILL NOT BE POSSIBLE***

Positions to be filled: 39

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: *Recent experience in troubleshooting and resolving IM/IT issues in one of the following environments: IT Infrastructure, Operations, Networks, Data Centre or Telecommunications.
EX2: *Recent experience working as part of a team and dealing with coworkers, clients and/or committees.
EX3: *Recent experience providing advice and guidance to one or more of the following: clients, colleagues, management, committees, inter-disciplinary teams.

*Recent experience is defined as work experience that would normally be associated with performing these duties for at least 12 months within the last four (4) years.

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

OPERATIONAL REQUIREMENTS:
• Willingness and ability to work overtime (short notice, evenings and weekends).
• Willingness and ability to travel on short notice
• Willingness and ability to work 24/7 on-call status.
• Willingness and ability to work virtually (not related to teleworking).
• Valid unrestricted driver’s license
• Willingness to occasionally travel on a small single engine aircraft

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

Various language requirements
• English Essential
• French Essential
• Bilingual imperative BBB/BBB

Information on language requirements

ABILITIES:
AB1: Ability to work under pressure and meet deadlines
AB2: Ability to provide technical advice to both technical and non-technical clients
AB3: Ability to communicate effectively in writing
AB4: Ability to communicate effectively orally

PERSONAL SUITABILITY:
PS1: Judgment
PS2: Client Focus
PS3: Initiative
PS4: Adaptability
PS5: Problem Solving
PS6: Team Work

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

Asset qualifications, operational requirements or organizational needs may be applied depending on the position to be staff and may be one of the factors taken into consideration for the selection decision. Be sure you answer all the questions that concern you. When answering the questions, please be sure to provide detailed and concrete examples from your professional experience that clearly demonstrate how you meet the experience criteria. Your answers should clearly describe your role in the example provided. The mere fact of indicating a job title does not demonstrate that you have the required level of experience; you must therefore make sure to explain what your responsibilities are and / or what actions you have taken.

EDUCATION:
AEDU1: Graduation with a degree from a recognized post-secondary institution with acceptable specialization in computer science, information technology, electrical engineering, computer engineering, or other related field.
Please describe all activities, products and version(s) that applies

AEDU2: Occupational Certification & Training:
Certification(s) applicable to the position such as (but not limited to):
• Information Technology Infrastructure Library (ITIL) Certification
• Microsoft certifications (such as MTA, MCSA, MCSE, MOS)
• Novell OES and/or any other Linux/Unix certifications
• VMware certifications
• CISCO certifications

Degree equivalency

EXPÉRIENCE:
AEX1: Experience within a data centre completing rack and stack activities (such as rack layout, equipment installation, monitoring, supporting, troubleshooting, cabling devices, capacity planning and updating documentation), managing environmental controls requirements and/or managing power requirements.
Please describe all activities, products and version(s) that applies

AEX2: Experience installing, configuring, maintaining, monitoring, patching, provisioning, upgrading and/or troubleshooting one or more of the following related to operating system management:
• Linux/Unix/Novell OES
• MS Windows
Please describe all activities, products and version(s) that applies

AEX3: Experience with IT infrastructure architecture related to one or more of the following:
• Mainframe
• Mid-range
• Networks
• Storage
• Facilities
• Cloud
• Other IT infrastructure architecture.
Please describe all activities, products and version(s) that applies

AEX4: Experience testing software and/or hardware using a systematic approach (i.e., the orderly progression of testing in which software and/or hardware elements are combined and tested until the entire system has been integrated).
Please describe all activities, products and version(s) that applies

AEX5: Experience in implementing and/or supporting satellite equipment and infrastructure.
Please describe all activities, products and version(s) that applies

AEX6: Experience in implementing and/or supporting telephony equipment and infrastructure.
Please describe all activities, products and version(s) that applies

AEX7: Experience supporting enterprise-level VoIP infrastructure.
Please describe all activities, products and version(s) that applies

AEX8: Experience in Primary Rate Interface (PRI) technology; configuration, functionality, support, contracts, ordering and disconnecting processes.
Please describe all activities, products and version(s) that applies

AEX9: Experience in the support and/or delivery of Call Centre solutions and/or Interactive Voice Response (IVR) systems
Please describe all activities, products and version(s) that applies

AEX10: Experience in configuring, implementing and supporting IT network infrastructure (WAN, LAN, Wi-Fi or Data Centre Networks).
Please describe all activities, products and version(s) that applies

AEX11: Experience writing procedures, guidelines, and policies related to the use of IT equipment and services.
Please describe all activities, products and version(s) that applies

AEX12: *Recent experience in two or more of the following scripting, programming languages or protocols:
• Java
• Python
• SQL
• SOAP (Simple Object Access Protocol)
• REST (Representational State Transfer)
• Cisco IOS Scripting
• PowerShell
• Unix Shell Scripting (specific shell for VMware)
• Novell
Please describe all activities, products and version(s) that applies

AEX13: *Recent experience implementing and contributing to the technical design of an IT solution which meets business requirements.
Please describe all activities, products and version(s) that applies

AEX14: Experience in preparing technical solutions including duties such as feasibility studies and/or Proof of Concepts (POC) for application development and/or support issues.
Please describe all activities, products and version(s) that applies

*Recent experience is defined as experience that would normally be associated with performing these duties within the last four (4) years.

Conditions of employment

• Security: ERS + Top Secret or ERS + Secret, depending on the position to be staffed

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

Volume Management strategies may be used.

1. Candidates are entitled to participate in the selection process in the official language of their choice.

2. All applications must be submitted online through GC Jobs (https://www.canada.ca/en/services/jobs/opportunities/government.html). Do not email, fax or mail in applications as these will not be accepted.

3. Acknowledgment of receipt of applications will not be sent. Applicants who are screened in to this selection process will be sent further information by email regarding what to expect during subsequent phases of this selection process.

4. Various assessment tools may be used in this selection process such as a written exam, reference checks, an interview, etc.

5. Candidates will be asked to provide proof of their education credentials and certifications later in the process.

6. Depending on the number of applicants, volume management strategies such as, but not limited to, top-down approach, cut-off scores, random selection and/or assessment may be used for the purpose of managing applications/candidates.

7. 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.

8. 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.

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.