IT-02 - Analyst, Infrastructure Operations - Service Operations and/or Service Management

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

Shared Services Canada (SSC) is committed to creating a workplace that is respectful of Canada’s two official languages. The staffing of bilingual positions, with respect to supervision and the provision of common and central services, is the norm in regions designated bilingual for language-of-work purposes. SSC must ensure that it has adequate bilingual capacity to implement its mandate, while respecting the language rights of its employees and those of client departments across the country. Language training is offered to SSC employees who would like to acquire or improve skills in the other official language for developmental or career advancement purposes.

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 obstacles without altering the criteria being assessed to allow candidates with functional limitations to fully demonstrate their abilities.

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 Royal Canadian Mounted Police (RCMP) civilian member currently assigned to SSC? If so, we encourage you to apply! As per the memorandum of understanding with the RCMP, please note that members assigned to SSC since December 1 2018 who accept an appointment from this 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 send an email message to the address indicated in the Contact information section below for more information.

SSC welcomes applications from eligible Veterans and Canadian Armed Forces (CAF) members. We recognize your contribution to Canada 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.

Duties

► Service operations:
Infrastructure Operations Analysts of the service operations work stream, provide technical IT services and advice in the analysis, planning, development, implementation, support, monitoring, integration, maintenance, troubleshooting, capacity planning, incident resolution, and continuous improvement to a departmental/agency’s IT infrastructure operations, in support of service delivery to internal or external clients, and stakeholders. This includes the hardware, software, networks, facilities, and other components necessary to enable the testing, delivery, monitoring, control, and support of IT services. It encompasses various infrastructure domains, such as: Network Infrastructure, datacenter facilities Management, storage Infrastructure and server infrastructure. IT Infrastructure Operations (IO) Employees of this work stream use IT service management (ITSM) processes and practices.

► Service management:
Infrastructure Operations Analysts of the service management work stream design, document, implement and improve IT service management (ITSM) processes, procedures, work instructions and IT service management tools - for example: Incident Management, Change Management, Service Asset and Configuration Management, Event management and monitoring, Problem Management, Request Fulfillment, Service Desk, Knowledge Management, IT Service Continuity, and ITSM tools.

Work environment

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

At SSC, we are building an environment that doesn't just have 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 workplace wellness.

SSC is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of Canadian society. All candidates who believe they are qualified are encouraged to apply, including Black, other racialized and Indigenous peoples, women, persons with disabilities and persons of the 2SLGBTQI+ community.

SSC has several networks within its Diversity community that promote equality in the workplace and help build a culture of mutual respect. The Diversity community explores ways to increase employee engagement on issues that affect the equity seeking groups. The following networks provide members with a safe place to connect, discuss common issues, exchange information and voice concerns:
- Indigenous Circle
- Black Employees Network
- Persons with Disabilities Network
- Pride Network
- Visible Minorities Network
- Women’s Network

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 IT Analyst positions or similar positions with various tenures, various security requirements and various language profiles. By applying to this process, you consent to your personal application-related information being shared with other government department interested in staffing similar position. If this is not the case, please send a message to address listed below under Contact information.

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)

Education:
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.
Or
At the manager’s discretion, an acceptable combination of education, training and/or experience may serve as an alternative to the minimum 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.

Note:
1. Indeterminate incumbents in the IT group on December 9, 2021 who do not possess the education prescribed above, are deemed to meet the minimum education standard 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 IT group.
2. Indeterminate 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 standard 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 IT group.

Degree equivalency

Experience:
► Stream 1 only: Service Operations
EXP1. Experience with troubleshooting methodologies and resolving technical issues in the field of Information Technology
EXP2. Experience in installing or upgrading IT infrastructure operations and services
EXP3. Experience in consultations with various stakeholders with the objective of identifying and resolving technical issues

► Stream 2 only: Service Management
EXP1. Experience in the design, documentation, implementation or improvement (Continual Service Improvement) of IT service management processes*
EXP2. Experience in providing support to users of IT service management (ITSM) processes* or ITSM tools or delivering ITSM operational activities
EXP3. Experience in providing IT Service Management advice and guidance to clients, colleagues, supervisors, or interdisciplinary teams

* IT service management processes refers to one or more of the following : Incident Management, Change Management, Service Asset and Configuration Management, Event management and monitoring, Problem Management, Request Fulfillment, Service Desk, Knowledge Management, IT Service Continuity.

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

Asset qualifications:
AE1. Significant* experience with troubleshooting methodologies and resolving technical issues in the field of Information Technology
AE2. Significant* experience in the design, documentation, implementation or improvement (Continual Service Improvement) of IT service management processes**
AE3. Experience in Networking: configuring and troubleshooting network devices, understanding TCP/IP protocols, VLANs, switching, routing, and VPN technologies
AE4. Experience in implementing and/or supporting Wide Area Network (WAN)
AE5. Experience in implementing and/or supporting Local Area Network (LAN)
AE6. Experience in implementing and/or supporting Wireless (WiFi)
AE7. Experience in implementing and/or supporting Load Balancer
AE8. Experience in implementing and/or supporting Datacenter Network Software-Defined Networking (SDN) solution such as Cisco ACI
AE9. Experience in implementing and/or supporting DHCP and DNS
AE10. Experience in implementing and/or supporting Certificate Authority and PKI (Public Key Infrastructure)
AE11. Experience in implementing and/or supporting Active Directory
AE12. Experience with monitoring tools and proactively identifying bottlenecks or performance issues
AE13. Experience in implementing and/or supporting telecommunications, voice and/or videoconferencing services, solutions or applications
AE14. Experience in implementing and/or supporting Data Centre facilities management
AE15. Experience in implementing and/or supporting Storage Area Networks (SAN)
AE16. Experience in implementing and/or supporting storage and/or backup arrays such as but not limited to Dell, EMC, HP or Hitachi
AE17. Experience in implementing and/or supporting High Performance Computing (HPC) services/solutions
AE18. Experience in implementing and/or supporting Linux or Unix operating systems
AE19. Experience in implementing and/or supporting Mainframe hardware and/or software
AE20. Experience in implementing and/or supporting Cloud based solutions such as AWS, Azure, or Google Cloud, OpenShift or Docker container platform
AE21. Experience with automation and orchestration tools and technologies
AE22. Knowledge of SAS and/or Power BI, including understanding how to interpret database data and present it in user-friendly formats (i.e., reports, dashboards)
AE23. Experience in IT Help Desk support and/or Service Desk Support
AE24. Cisco CCNA Industry certifications
AE25. CompTIA Network+ or Microsoft Certified Solutions Associate (MCSA) Industry certifications
AE26. Experience in basic cabling plans and in inspecting Telecom Rooms and detecting anomalies and proceeding with minor repairs of Cat5, Cat5E, Cat6 cables
AE27. Experience using the Enterprise Mobile Device Management
AE28. Experience in implementing and/or supporting Application and Desktop Virtualization technologies (Citrix / Vmware Horizon)
AE29. Citrix Certified or VMware Certified Professional Desktop Management Certification
AE30. Experience in implementing and/or supporting Microsoft operating systems
AE31. Experience in installing and supporting one or more of the following middleware products and emerging middleware technologies: WebLogic, WebSphere, IIS, .NET, Java, Apache, Tomcat, SAS, OAS
AE32. Experience in using data protection software such as, but not limited to, Netbackup, TSM, Commvault, Networker, PowerProtect Data Manager
AE33. ITIL v3 or v4 Certification
AE34. Experience in analyzing business requirements for IT Services
AE35. Experience in the coordination of an IT service management project
AE36. Experience using IT service management (ITSM) tool based from BMC (for example SSC Onyx, CRA/CBAS SMART or Remedy9)
AE37. Experience in business intelligence and data reporting using Power BI
AE38. Experience working in database development in one of the following activities: designing, data modeling, data testing, data quality assurance, or data visualization
AE39. Experience as an automation specialist with the use of scripting and databases
AE40. Experience using Extract Transfer Load (ETL) tools for an IT service management (ITSM) Configuration Management Database (CMDB)
AE41. Experience with IT Change Coordination

* Significant is defined as a depth and breadth of experience that would normally be associated with the performance of the duties as a major function of the candidate’s employment for a cumulative period of approximately one (1) year.
** IT service management processes refers to one or more of the following: Incident Management, Change Management, Service Asset and Configuration Management, Event management and monitoring, Problem Management, Request Fulfillment, Service Desk, Knowledge Management, IT Service Continuity.

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

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

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

Competencies:
C1. Client service orientation
C2. Working effectively with others
C3. Analytical thinking
C4. Reliability
C5. Demonstrating integrity and respect

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)

Organizational Needs:
- In support of achieving a diverse and representative workforce, selection may be limited to candidates who self-declare as a member of one or more of the following designated Employment Equity groups: Indigenous peoples, members of visible minorities including the Black community, persons with disabilities and/or women. To self-declare, please complete the EE section in your application.
- SSC is committed to providing opportunities across Canada where feasible, and to increasing its regional presence.

Operational Requirements:
Depending on the position being staffed, operational requirements 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 to the workplace within one hour.
- 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 have the required mobility normally associated with possession of a valid driver's license.

***Shift-work positions requires willingness and ability to work shift rotations sometimes on evenings and weekends and offering additional financial incentives.

Conditions of employment

Depending on the position being staffed, 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 have the required mobility normally associated with possession of a valid driver's license.

Security Requirements:
Reliability Status - as a minimum or other levels of security up to Top Secret.

***Shift-work positions requires willingness and ability to work shift rotations sometimes on evenings and weekends and offering additional financial incentives.

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

The Government of Canada Workplace Accessibility Passport helps federal public service employees get the tools, supports and measures they need to perform at their best and succeed in the workplace. It is a tool that allows employees to document their workplace barriers and accommodation needs. It promotes collaboration between an employee and their manager to address barriers and implement the solutions needed to ensure that employees are equipped to succeed on the job, no matter where their duties are performed. SSC is proud to be one of the first in government to offer the Accessibility Passport to its employees.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, 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.