Support Analyst, Infrastructure/ Operations

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

We encourage you to apply as soon as possible!

The first pull of candidates from this inventory should be done on July 31, 2020. Candidates who have submitted their application before the pull could be assessed.

Other pulls will be done according to the staffing needs.

IITB is a national organization, with a wide variety of work that can be performed regardless of geographic location. However, certain positions may require a physical presence at a specific location. IITB’s Hub Locations are: NCR, St-John’s, Dartmouth,
Charlottetown, Bathurst, Fredericton, Miramichi, Moncton, Saint John, Boucherville, Jonquière, Laval, Montréal, Québec, Shawinigan, Belleville, Chatham, Cornwall, London, Toronto, Mississauga, Windsor, Vaughan, Winnipeg, Regina, Edmonton, Calgary and Vancouver.

Please answer to the online screening questions, as it will be used for the first phase of the assessment. It is your responsibility, as a candidate, to provide CONCRETE AND DETAILED EXAMPLES to clearly demonstrate how you meet the education and experience requirements listed in the Essential Qualifications and Other Qualifications sections.

Intent of the process

A pool of qualified candidates may be established through this process to staff identical or similar positions at Employment and Social Development Canada with various tenures, various linguistic requirements, various security requirements, various conditions of employment and for various locations.

Positions to be filled: 15

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.
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

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

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

Information on language requirements

EXPERIENCE
• E1: Recent* experience providing Information Management (IM)/Information Technology (IT) services to internal or external clients.
• E2: Recent* experience researching, evaluating, analyzing, and implementing new IM/IT technologies, trends, and practices.

Candidates also have to demonstrate they possess at least one of the following:
• E3: Recent* and significant** experience providing technical support, coaching, analyzing client requirements, and providing advice to clients on IT services.
• E4: Recent* and significant** experience configuring, maintaining, or managing desktops/laptops for an organization.
• E5: Recent* and significant** experience managing identity access, including the creation and maintenance of network user accounts.
• E6: Recent* and significant ** experience managing Microsoft Windows GPOs (Group Policy Objects) in an enterprise environment.
• E7: Recent* and significant ** experience managing Microsoft SCCM/MECM (Microsoft System Centre Configuration Manager/Microsoft Endpoint Configuration Manager).

Recent* is defined as experience normally acquired within the last 5 years.
Significant** is defined as experience normally associated with the performance of the duties for a period of approximately 2 years.
Recent* and Significant** is defined as experience normally gained for a period of approximately 2 years and normally acquired within the last 5 years.

KNOWLEDGE
• K1: Knowledge of current trends, practices, and services in the IM/IT industry.

COMPETENCIES
• C1: Demonstrating integrity and respect.
• C2: Thinking things through.
• C3: Working effectively with others.
• C4: Showing initiative and being action-oriented.

ABILITIES
• A1: Ability to communicate effectively orally.
• A2: Ability to communicate effectively in writing.
• A3: Ability to analyze problems, identify options, and generate practical solutions.

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

ASSET QUALIFICATIONS

IT Industry Certifications: Please include a list of IT-related industry certifications you possess on your resume (e.g., Master Control Program [MCP], Information Technology Infrastructure Library [ITIL], A+, etc.). Proof of certification may be requested at a later date.

EXPERIENCE
• AE1: Significant** experience managing the Windows Server Update Service (WSUS).
• AE2: Significant** experience with PowerShell or InstallShield or MSIX packaging tools.
• AE3: Significant** experience managing Microsoft Windows within an organization.
• AE4: Significant** experience with the creation of Microsoft Windows images used for mass distribution within an organization.
• AE5: Significant** experience managing, supporting, or generating reports using BMC Remedy/Helix IT Service Management (ITSM).
• AE6: Significant** experience developing applications using .NET.
• AE7: Significant** experience creating and analyzing large data sets in Microsoft Access, including creating tables, queries, importing/exporting tables and VBA coding.
• AE8: Significant** Experience with SharePoint Designer software, including creating, modifying, and managing lists, libraries, or workflows.
• AE9: Significant** experience with the operation and maintenance of telephony (Interactive Voice Response [IVR]/ automated call distribution [ACD]/ Voice over IP [VoIP]) solutions.
• AE10: Experience managing the lifecycle of a software product or service in an enterprise environment.
• AE11: Experience writing Lightweight Directory Access Protocol (LDAP), WQL, or Structured Query Language (SQL) queries.
• AE12: Experience in the administration of BlackBerry Enterprise Service (BES), or the support of mobile phone devices in an enterprise environment.
• AE13: Experience coordinating end-user hardware lifecycle refresh activities including hardware procurement, disposal, or deployment in an enterprise environment.
• AE14: Experience recommending desktop/laptop procurement specifications or workplace technology device recommendations for an organization.
• AE15: Experience preparing briefs or documentation on new/emerging technologies.
• AE16: Experience analyzing large data sets in Microsoft Excel using Pivot Tables.
• AE17: Experience preparing technical reports or briefings for senior management (director level and above) in an enterprise environment.
• AE18: Experience leading technical projects or initiatives involving interaction with one or more external service providers.
• AE19: Experience with Microsoft Windows Lifecycle Management/Windows as a Service (WaaS) related functions in an enterprise environment.
• AE20: Experience managing Google Chrome, Mozilla Firefox, or Microsoft Edge in an enterprise environment.
• AE21: Experience developing queries with Power BI.
• AE22: Experience planning or executing an IT Disaster Recovery Plan.
• AE23: Experience working with or creating technical support specification documents.
• AE24: Experience in writing or reviewing corporate communication products, including articles, news releases, backgrounders/fact sheets, questions and answers, or web content.
• AE25: Experience creating technical related documentation.

Recent* is defied as experience gained within the last 5 years.
Significant** is defined as at least 2 years of experience.
Recent* and Significant** is defined as at least 2 years of experience gained within the last 5 years.

Degree equivalency

OPERATIONAL REQUIREMENTS
Willingness and ability to work overtime.

Conditions of employment

CONDITIONS OF EMPLOYMENT
Reliability and Security:
Enhanced Reliability or Secret

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

Application process
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The hiring organization will accept applications on-line only. All job applications must therefore be submitted through the Public Service Resourcing System. To submit an application on-line, please select the button “Apply Online” below.

Persons requiring accommodation preventing them from applying on-line are asked to contact 1-800-645-5605.

By answering online screening questions, it is your responsibility, as a candidate, to provide CONCRETE AND DETAILED EXAMPLES to clearly demonstrate how you meet the education and experience requirements listed in the Essential Qualifications and Other Qualifications sections.

Your answers must include where and how you obtained the required education or experience, as well as the period(s) in which you performed the functions of the position(s). Your answer must include the date format of Month-Year to Month-Year. Failure to provide the above information in the format required may result in your application being rejected from the process.

Information on your described education, experience, etc. provided in the screening
questions should be supported by your resume.

You may save your application as a draft and return to it at a later date. Your application
must be completed and submitted in order to be considered. Partially completed applications, or those in draft cannot be considered. You can make modifications to your submitted application at any time, but once your application has been selected for screening, you will no longer be able to make modifications and your submission will be considered final.

Your application in this inventory will be active for 120 days. A notice that your application is about to expire will be posted to the My jobs menu of your account 21 days before the end of your active period. If you do not take action, your application will no longer be active and therefore no longer considered for this inventory. Should your application become inactive while the process is still open, a notice will be posted to your account indicating that your application has expired; you may select the link Update my Inventory Status to reaffirm your interest. Please note that only one application may be submitted.
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Assessment
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A variety of assessment tools may be used in the assessment of candidates, such as: written test, practical test, situational exercise, oral interview, simulation, presentation, role play, work samples, performance appraisals, reference checks, and/or assessment board member personal/direct knowledge of candidates’ qualifications. Some assessment tools may be administered electronically, others, in-person.

Please note that asset qualifications, obtained results, top-down and/or random selection may be used to identify which applications will be given further consideration.

Candidates must meet the essential qualifications to be appointed to a position. The
essential qualifications that are listed in the statement of merit criteria are mandatory.
Applicants may be appointed to the position even though he/she does not meet any or all of the asset qualifications. However, meeting these criteria is desirable and may be a deciding factor in choosing the person to be appointed. In the event that there are as many applicants who meet the essential qualifications as there are vacancies, the manager may decide not to assess some or all of the asset qualifications.

Pass marks will be established for each qualification. However, achieving the pass mark
is not a guarantee of an appointment or that candidates will be put through the next stages of the assessment process. A cut-off score or a top-down approach may be used at any step if there is a sufficient number of candidates to meet immediate and anticipated staffing needs.

All information obtained throughout the selection process, from the time of application
to close of process, may be used to evaluate the candidates.

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Travel status - Travel costs
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Please note you will not be considered to be in travel status or on government business and that travel costs will not be reimbursed.
Consequently, you will be responsible for travel costs.

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Proof of education
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Proof of your education credentials will be requested during the assessment phase of this process.

Candidates with foreign education credentials are required to provide proof of Canadian
equivalency.

Foreign certificates and/or diplomas must be assessed against Canadian education standards. The federal public service will accept any Foreign Educational Credentials as long as they are deemed comparable to Canadian standards, determined by a recognized credential assessment service.

The Canadian Information Centre for International Credentials (CICIC) assists
persons who wish to obtain an assessment of their educational, professional, and occupational credentials by referring them to the appropriate organizations.

You can access the CICIC website at: https://www.cicic.ca/. This website provides
links to a number of Canadian organizations that provide equivalency assessments.

Original diplomas, degrees or certified transcripts may be required and must be
presented upon request. Failure to produce required documents will result in your
application not being considered.

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Communication
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Acknowledgment of receipt of applications will not be sent.

PLEASE NOTE: Our intention is to communicate with applicants by e-mail for
screening/assessment purposes. It is imperative that you provide a current email address that accepts e-mail from unknown users (some email systems block these types of email). Candidates are strongly encouraged to check their email on a regular basis. It is entirely your responsibility to inform us at all times of any changes regarding your contact information.

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Official languages- Bilingual positions
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Persons are entitled to participate in the appointment process in the official language of
their choice. Applicants will be asked to indicate in their on-line application their preferred official language for each of the following: a) correspondence, b) written exam, and c) interview.

To be considered for a Bilingual Imperative position, you must be willing to undergo Second Language Evaluation testing OR you must already have Second Language Evaluation results (proof will be required).

If you have undertaken Second Language Evaluation by the Public Service Commission, you can obtain a copy of the SLE results, by requesting it at the following website: https://www.canada.ca/en/public-servicecommission/
corporate/about-us/contactus. html#sle.

For more information on SLE, visit the following web-site: https://www.canada.ca/en/publicservice-
commission/services/second-languagetesting- public-service.html

An optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.
https://www.canada.ca/en/public-servicecommission/ services/second-language-testingpublic-service/self-assessment-tests.html

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Other informations
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An assignment, secondment or an acting appointment is a temporary resourcing option.
The approval of your substantive supervisor will be required before an offer can be made.

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What do you need to know about diversity and accommodation?
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Employment and Social Development Canada is committed to employment equity (EE). In order to achieve a representative workforce, selection may be based on qualified candidates selfdeclaring as being a member of one or more of the following EE groups: Aboriginal peoples, persons with disabilities, women and visible minorities.

If you are selected for further consideration, please advise the person who will contact you of any accommodations you may require during the selection process.

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.