Support Analyst, Infrastructure

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Assessment accommodation

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As an ITSM analyst, you will manage the software inventory of the IT Services Directorate (ITSD). Working with various IT and business stakeholders, you will help introduce new solutions to the department and help maintain the application portfolio and service catalogue. Your knowledge of the PSC applications will help optimize software licence agreements between the PSC and service providers.

You will be responsible for the operational change management process across the IT department, tracking, analyzing and managing Requests for Change, facilitating a Change Advisory Board (CAB) and collaborating with internal and external stakeholders to ensure changes to the IT environment are well planned, integrated and properly approved. You’ll use various IT systems to track and manage service requests and IT assets, M365 solutions to communicate and collaborate across the department and Microsoft Office 365 software to prepare documentation, spreadsheets and presentations. You’ll use your critical thinking and analytical skills to help make informed decisions and recommendations to management who, in turn will help support your learning and development plan.

Intent of the process

The intent of this anticipatory process is to staff one position at the Public Service Commission (PSC). A pool of qualified candidates may be created to staff vacant positions in the future. Other government departments may use the pool upon approval from the PSC.

Positions to be filled: 1

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.

Degree equivalency

EXPERIENCE
-A minimum of two (2) years experience in the provision of information technology (IT) advice to clients or colleagues
-A minimum of two (2) years experience working with multiple information management or information technology (IM/IT) operational teams or groups
-A minimum of two (2) years experience in the management of IT assets
-A minimum of two (2) years experience in IT change management processes

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

Bilingual - Imperative (BBB/BBB)

Information on language requirements

Second Language Writing Skills Self-Assessment
In order to help you decide if you should apply to a bilingual position, an optional self-assessment of your writing skills in your second official language is available for you to take before completing your application.

For more information, please consult:
Unsupervised Internet Test of Second Language Writing Skills

KNOWLEDGE
Knowledge of the ITIL principles of the management of IT assets
Knowledge of the ITIL principles of IT change management processes
Knowledge of application software licencing

COMPETENCIES
Analytical Thinking
Client Focus
Communication
Results Orientation
Teamwork

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

ASSET EDUCATION
Bachelor's degree or higher in an Information Technology (IT) related field.

Graduation from a two-year program of study from a recognized post-secondary institution with acceptable specialization in computer science, information technology, information management or another specialty relevant to the position to be staffed.

Degree equivalency

ASSET EXPERIENCE
-Experience in gathering, preparing and maintaining technical documentation such as reports, dashboard and user guides
-Experience writing procedures, guidelines, and policies related to the use of IT equipment and services
-Experience working with IT Asset Tracking Tools

Selection may be limited to members of the following Employment Equity groups: persons with disabilities, women

Information on employment equity

Conditions of employment

Reliability Status security 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

You have the right to be assessed in the official language of your choice.

The process will include the following phases: Screening, Exam, Interview, second language testing and Reference Check.

Please note that written communication will be assessed in your application.

When you apply, you will be asked a series of questions asking for concrete work examples to demonstrate your previous work experience. It is imperative that you reply to these questions by providing DETAILS (WHERE, WHEN and HOW you acquired the experience) to be able to assess you properly. Those who successfully complete the screening phase will move on to the next phases of assessment.

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.