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

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

The intent of this process is to establish a pool of qualified candidates (fully assessed) that will be used to staff Support Analyst positions or similar positions within Shared Services Canada and other departments.

Positions to be filled: 14

Information you must provide

Your résumé.

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

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 providing IT Infrastructure Operational support for data centre, networks or telecommunications.
EX2: Experience in troubleshooting methodologies and resolving technical issues in the field of Information Technology.
EX3: Experience in providing professional advice, reports or documentation on IM/IT issues or services to management.

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

- Willingness and ability to work overtime.
- Willingness and ability to work 24/7 on-call status.
- Willingness and ability to work virtually (not related to teleworking).
- Willingness and ability to travel on short notice
- 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
• Bilingual imperative BBB/BBB

Information on language requirements

ABILITIES:
A1: Ability to work under pressure and meet deadlines.
A2: Ability to communicate effectively in writing.
A3: Ability to communicate effectively orally.
A4: Ability to communicate technical information to technical and non-technical clients.

PERSONAL SUITABILITIES:
PS1: Client Focus
PS2: Initiative
PS3: Adaptability
PS4: 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.

ASSET QUALIFICATIONS
EDUCATION:
Graduation with a degree from a recognized post-secondary institution with acceptable specialization in computer science, information technology, computer engineering, or other related field.

Degree equivalency

OCCUPATIONAL CERTIFICATION & TRAINING:
- Information Technology Infrastructure Library (ITIL) certification
- Microsoft Operating System Certifications (MCSA, MCSE, etc.)
- Virtualization certification (VCP6.5-DCV (VMware), CCP - V (Citrix), Red Hat Certified
- Virtualization Administrator (RHCVA), etc.)
- Network certification (CCNA, CCNP, etc.)
- Project Management Certification (PRINCE 2, PMP/PMI, etc.)

EXPERIENCE:
AEX1: Experience in the administration and support of Mainframe technologies (i.e.; TSO /ISPF, MVS/JES2, Z/OS and/or Z/VM).
AEX2: Experience in the installation, configuration, administration or support of Server Infrastructure.
AEX3: Experience in the installation, configuration, administration or support of Virtualization technologies (i.e.: VMWARE vSphere, CITRIX XenApp or similar).
AEX4: Experience in the installation, configuration, administration or support of Operating Systems (i.e.: Microsoft, Linux, Unix or Novell OES).
AEX5: Experience in the installation, configuration, administration and/or support web server technologies (Websphere, Weblogic, Apache, lighttpd or nginx, Apache Tomcat or other web server technologies).
AEX6: Experience in the administration and support of Storage technologies and protocols (i.e.: SAN, NAS, Fiber Channel, iSCSI, CIFS and/or NFS).
AEX7: Experience administering Backup Systems technologies (i.e.: Tivoli, Acronis, Catalogic or CommVault).
AEX8: Experience in the administration and support of Microsoft Exchange 2013/2016.
AEX9: Experience in the administration and support of system management tools (i.e.: MS System Centre Configuration Manager, WSUS, SUSE SMT, Red Hat Network or similar).
AEX10: Experience in Primary Rate Interface (PRI) technology; configuration, functionality, support, contracts, ordering and disconnecting processes.
AEX11: Experience in the support and/or delivery of Call Centre solutions and/or Interactive Voice Response (IVR) systems.
AEX12: Experience in supporting enterprise-level VoIP infrastructure.
AEX13: Experience in using IT automated support & monitoring tools.
AEX14: Experience using an IT service management tool (i.e ECD (Enterprise Control Desk) or Info web or Remedy).
AEX15: Experience in documenting, updating or using procedures and processes to resolve problems.
AEX16: Experience working in a high stress or fast paced environment.
AEX17: Experience or Knowledge implementing, configuring or administrating LAN /WAN/WIFI network devices in one or more of the following activities:
1. Equipment installation, interconnectivity or building wiring
2. Network device configuration/implementing TCP/IP addresses
3. Network security principles
4. Network performance monitoring and troubleshooting
5. Maintaining network documentation

KNOWLEDGE:
AK1: Knowledge of Active Directory and Group Policy Management tools, processes and best practices.
AK2: Knowledge of scripting, programming languages or protocols (i.e.: Java, Python, SQL, SOAP (Simple Object Access Protocol), REST (Representational State Transfer) and/or Powershell).
AK3: Knowledge of basic IT Security principles.
AK4: Knowledge of Inventory, warehousing, asset tracking and management.
AK5: Knowledge of performance monitoring and troubleshooting.
AK6: Knowledge of networking protocols (i.e; DNS, DHCP, NTP and/or 802.1x).

Conditions of employment

Security: Secret Clearance or above AND the RCMP Enhanced Reliability Clearance

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.