Support Analyst (CS-02) **NEW AMENDMENT Closing date**

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 applications submitted online on jobs.gc.ca website will be taken into consideration.**

Give yourself the best chance to succeed!
The objective of this selection process is to assess qualifications needed for the position(s) to be staffed. Let us know if you have a functional limitation or disability, which may affect your performance. 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.

You may also review job advertisements for positions 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 RCMP civilian member assigned to Shared Services Canada (SSC)? We encourage you to apply! As per the memorandum of understanding with the RCMP, members assigned to SSC since December 1 2018 who accept an appointment from this selection process will not be required to convert to public servant status. All other members who apply, including those working with SSC through an Interchange Canada agreement, will need to convert to public servant status upon appointment. If you have questions, please email the address indicated in the Contact information section below.

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

Work environment

Shared Services Canada is modernizing how the Government of Canada manages its information technology (IT) infrastructure. The Department is mandated to deliver e-mail, data centre and telecommunication services, including videoconferencing and Wi-Fi, to partner organizations.

At SSC, we are building an environment that doesn't just offer jobs, but valuable long-term careers. We provide a supportive and collaborative workplace with flexible work arrangements. We promote a positive work-life balance with a commitment to employee wellness.

At SSC, we:
• provide a healthy, respectful and supportive work environment;
• celebrate our diversity and our commitment to values and ethics;
• encourage our employees to innovate and strive for excellence;
• are committed to continued learning and career development;
• embrace new technology that enables a more effective and flexible workplace.

We promise that it will be an unforgettable experience!

Intent of the process

The intent of this selection process is to establish a pool of partially qualified candidates that will be used to staff Support Analyst positions or similar positions with various tenures, various security requirements and various language profiles. In the interest of the greater public service, pools created as a result of collective selection processes at SSC may be shared with other government departments.

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)

You must meet all essential qualifications in order to obtain an appointment to a position. It is your responsibility to provide appropriate examples that illustrate how you meet each qualification within your application. We can’t make any assumptions about your experience. Simply saying you have the required essential qualifications (education and experience) or listing your current duties is not enough. Provide concrete and detailed examples that clearly explain where, when, and how you gained the necessary experience. Failing to do so could result in your application being rejected.

EDUCATION

ED1. Successful completion of two years of an acceptable post-secondary educational program in computer science, information technology (IT) and/or information management (IM) educational program;
OR
A combination* of education, training and/or experience in computer science, information technology (IT) and/or information management (IM).

*A combination of education, training and/or experience alternative to the minimum education requirement is defined as follows:
A secondary school diploma or higher AND TWO (2) years cumulative work experience within the last five years in an IT Infrastructure and/or Operations environment including tasks such as, but not limited to, troubleshooting methodologies and resolving technical issues in the field of Information Management and/or Information Technology (IM-IT).

NOTE :
Foreign educational credentials must be assessed by a recognized credential assessment service. Should you have completed your studies outside of Canada, it is your responsibility to have your certificates and/or your diplomas assessed against Canadian educational standards. You will need to submit proof of education (i.e. degree, diploma, and/or transcripts), when requested. Please visit the Canadian Information Centre for International Credentials (CICIC) site at http://www.cicic.ca/ for more information.

NOTE 2:
You will be required to submit proof of education (i.e. degree, diploma, and/or transcripts), whenever it is required.

Degree equivalency

EXPERIENCES

EEX1. Experience** working in an IT Infrastructure and/or Operations environment including tasks such as, but not limited to, troubleshooting methodologies and resolving technical issues in the field of Information Management and/or Information Technology (IM-IT).

EEX2. Experience** analyzing, defining and documenting requirements and recommending solutions related to Information Management and/or Information Technology (IM-IT) in an IT Infrastructure and/or Operations environment.

**Experience is defined as TWO (2) years cumulative work experience within the last five years.

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

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

Information on language requirements

COMPETENCIES
C1. Analytical Thinking
C2. Client Focus
C3. Team Work
C4. Results Orientation
C5. Continuous Learning

ABILITIES
A1. Ability to communicate effectively orally
A2. Ability to communicate effectively in writing

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

ASSET QUALIFICATIONS

Various assets experiences may be deemed as essential criteria at time of appointment depending on the position being staffed. Meeting one or many of the asset qualifications may be a deciding factor in appointing a qualified candidate from this selection process.

EXPERIENCES

AEX1. Experience in design, development, testing, assessment and/or support of Adaptive Computer Technology solutions.

AEX2. Experience in providing Enterprise Resource Planning (ERP) functions (financial, human resources, procurement, business requirements) in support of an IT system or service.

AEX3. Experience in design, development, testing, and/or support of Cloud based solutions.

AEX4. Experience in Cyber and Information Technology Security products, services or solutions.

AEX5. Experience in supporting database services/solutions such as Microsoft SQL, Oracle, MySQL, Sybase, Adabas, DMSII, IDMS, DB2, DB2LUW, Postgres, MongoDB or similar.

AEX6. Experience in supporting High Performance Computing (HPC) services/solutions.

AEX7. Experience in Information Technology Service Management (ITSM) tools, processes and execution.

AEX8. Experience in one or more of the following activities: installing, configuring, maintaining, monitoring, patching, provisioning, upgrading and/or troubleshooting related to Mainframe hardware and/or software.

AEX9. Experience in design, deployment, operation and/or support of Network products and services.

AEX10. Experience in project coordination and/or project management.

AEX11. Experience in designing, deploying, maintaining and/or supporting Data Centre facilities management.

AEX12. Experience in designing, deploying, maintaining and/or supporting server hardware and software in Data Centre.

AEX13. Experience in web page design and/or software development.

AEX14. Experience in supporting telecommunications, voice and/or services, solutions or applications.

AEX15. Experience in supporting desktop infrastructures.

AEX16. Experience performing software or infrastructure testing (e.g., functional, integration, systems, load, or regression; writing automated tests, building test suites, testing of UPS, cable signals, using testing tools).

AEX17. Work experience in the field of Information Management and/or Information Technology (IM-IT) at Shared Services Canada.

ORGANIZATIONAL NEEDS:
- In support of achieving a diverse and inclusive workforce, selection may be limited to candidates who self-declare as a member of one of more of the following Employment Equity groups: Aboriginal persons, members of visible minorities, persons with disabilities and/or women.
- SSC is committed to providing opportunities across Canada where feasible and to increasing its regional presence.

OPERATIONAL REQUIREMENTS & CONDITIONS OF EMPLOYMENT
Depending on the position being staffed, operational requirements and/or conditions of employment could apply such as:

• Availability, willingness and ability to work overtime as required.

• Availability, willingness and ability to work shift-work.

• Availability, willingness and ability to work 24/7 on-call status.

• Availability, willingness and ability to travel as required.

• Availability, willingness and ability to work virtually.

• Availability, willingness and ability to relocate.

• Availability, willingness and ability to transport, lift and set down equipment weighing up to 20kg.

Must possess a valid driver's license or personal mobility to the degree normally associated with possession of a valid driver's license.

Conditions of employment

SECURITY
Various security requirements:
• Reliability
• Secret
• Top 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

***VERY IMPORTANT NOTE: It is YOUR responsibility to clearly outline that you meet each of the screening criteria (i.e. Education and Experience Qualifications, both Essential and Assets) by RESPONDING TO THE SCREENING QUESTIONS IN THE ONLINE APPLICATION. Please note that it is not sufficient to only state that the requirement is met or to provide a list of current responsibilities. You must provide concrete examples that illustrate how you meet the requirements. Lack of EXAMPLES and DETAILS may result in your application being rejected.

→ Meeting the asset qualifications, the operational requirements and/or the conditions of employment may be required depending on the requirements of the specific position being staffed. Meeting one or many of the asset qualifications may be a deciding factor in appointing a qualified candidate from this selection process.

→ Additional qualifications may be applied/assessed, whether or not these qualifications have been listed on this job advertisement, depending on the position(s) to be staffed.

→ In order to manage the number of applications in this selection process, management may choose to use top-down or random selection at various steps in the selection process.

→ Various assessment tools may be used in this selection process such as: written tests, an interview, a situational exercise, reference checks, etc.

→ Please note that the assessment methods used in this selection process may be administered virtually.

→ Please note that candidates occupying a position at the same group and level or equivalent may be considered first for a deployment, an assignment or a secondment.

→ Communication pertaining to this selection process will be sent by e-mail and/or will be indicated in your Public Service Resourcing System (PSRS) account. It is your responsibility to verify your e-mail account and your PSRS account for new communication regarding this selection process on a regular basis and to advise of any change of address, phone number and/or e-mail address. You must provide a valid e-mail address and ensure that it is always functional. You must also ensure that their system accepts e-mails from unknown users (some e-mail systems block these types of e-mails) and frequently check your inbox and JUNK/SPAM folders.

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.