Competition: #41620

Salary: $2,640.65 - $3,215.50 Bi-Weekly / $68,656.90 - $83,603.00 Annually (PR 14)

Position Type: Full-Time Permanent (35 hours a week)

Benefits: Paid Holidays, Vacation, Sick/Family Leave, Health, Dental, and Defined Benefits Pension

Location: Province Wide

Department: Cyber Security and Digital Solutions

Union Status: NSGEU-NSPG

Closing Date: February 11, 2024 @ 11:59PM Atlantic Time

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

Welcome to the Department of Cyber Security and Digital Solutions (CSDS), the guiding force behind digital transformation within the Government of Nova Scotia. At CSDS, we support government departments and partners in their digital transformation journeys. We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working. Our role is to ensure that digital services are user-centered, efficient, and make a real difference to Nova Scotians.

Our team is diverse and passionate, championing innovation and embracing the richness of multiple perspectives. We're not just an IT department; we're a community dedicated to enabling digital transformation and bolstering cybersecurity across the province.

Join us at CSDS as we shape the future of digital services in Nova Scotia,

and make a real difference to Nova Scotians

Who We're Looking For

You are passionate about people's service experience and are committed to resolving complex technical problems and requests using various channels, such as over the phone, in person, and through our ticketing system. As a technical specialist, you excel in providing advanced support in a 24/7 environment for critical services while collaborating with diverse teams. You demonstrate adaptability and a readiness to work night shifts and on-call rotations.

Sharing our values of respect, integrity, diversity, accountability, and the public good, you have a passion for service excellence and actively promote and encourage the importance of people, teams, diversity, and culture. You can mentor others, lead projects, and apply your technical expertise to a wide range of challenges.

You have a proven track record of using due diligence and data-driven approaches to solve problems, demonstrate objectivity and professionalism, bring a positive and can-do attitude, take ownership of activities, and communicate progress and outcomes proactively and effectively.

We Are Hiring For

Field Services Multidisciplinary Technical Specialist– Evening Shift - 7 positions multiple locations (4 Halifax Regional Municipality, 1 Antigonish Region, 1 South Shore, Valley or Yarmouth Region, 1 Cape Breton Regional Municipality)

These technical specialists will be responsible for providing advanced support in our 24/7 environment for critical services, ensuring consistent availability and security of digital systems and infrastructure. Collaborating with the Field Services supervisors to coordinate operational activities. Addressing tasks and lead projects that can be completed more efficiently after hours or tasks that require more time and focus. Providing technical expertise and escalation support for clients and peers. Monitoring ticketing queue and take action to address backlog and open tickets. Providing mentorship and guidance to team members.

Move Coordinator - Provincial Technical Specialist – 1 position

This technical specialist will be responsible for providing advanced support in our 24/7 environment for critical services, ensuring consistent availability and security of digital systems and infrastructure. Developing and documenting consistent processes for move coordination throughout the province. Coordinating moves and collaborating with Field Services supervisors to complete operational activities. Providing assistance to clients with IT related moves issues. Monitoring ticketing queue and take action to address backlog and open tickets.

The Technical Specialist Role

As a Technical Specialist with CSDS, you will provide advanced support in a 24/7 operational environment for critical digital services supporting government and healthcare. You will collaborate with government departments, agencies, boards, commissions, and offices, as well as Nova Scotia Health and the IWK. Participating in projects and initiatives that improve the lives of the citizens of Nova Scotia, you will make a significant impact!

In this role, you will address more complex issues that cannot be resolved at Tier 1, serving as a subject matter expert and providing technical guidance to your peers. You will also be responsible for planning and leading maintenance and upgrade activities, ensuring the availability and security of digital solutions and their underlying infrastructure. Building effective, collaborative, high-impact relationships with clients, peers, colleagues, and management, you will be characterized by mutual trust and respect.

Additional Technical Specialist Responsibilities

• Play a key role in supporting the core Information Technology Infrastructure Library (ITIL) Service Support processes to ensure a consistent level of service.
• Exhibit exceptional client service skills, providing timely and efficient service within established standards.
• Act as a liaison between CSDS and client departments regarding their service needs and requirements.
• Ensure the client is well-informed of the necessary steps to resolve their issues, maintaining a professional and positive attitude when interacting with clients and coworkers.
• Gain a depth of understanding of your clients' priorities and the impact it has on them and the public when digital services are not working.
• Act as a subject matter expert on CSDS project teams, leading and coordinating projects within the work unit.
• Represent CSDS as a subject matter expert in projects, pilots, and initiatives driven by other areas of the organization.
• Provide Tier 2 technical expertise, escalating issues to other technical teams and navigating the organization to find solutions to complex issues.
• Maintain digital systems and infrastructure using specialized skills and tools to ensure consistent connectivity and accessibility.
• Provide remote and on-site Tier 2 support, addressing connectivity issues, network, desktop hardware, software, and printers.
• Mentor Junior team members and lead by example, potentially supervising or coordinating work tasks for CSO2 team members.
  
  

What Will You Be Doing

As a Technical Specialist, You Will Be Responsible To

• Lead teams supporting daily administration, monitoring, and maintenance of digital solutions and infrastructure.
• Oversee deployment and maintenance of digital solutions, exceeding client expectations.
• Provide specialized technical services for clients.
• Participate in on-call rotation.
• Offer Tier 3 support and problem resolution to team members and clients.
• Maintain hardware, software, and resolve incidents.
• Support ITIL Service Support processes for consistent service levels.
• Deliver exceptional client service within established standards.
• Lead project teams and provide subject matter expertise on broader projects.
• Understand client priorities and their impact when digital services are not functioning.
• Maintain digital systems and infrastructure, ensuring consistent connectivity and accessibility.
• Provide remote and onsite Tier 3 support for hardware, software, and printers.
• Advise the business and service leadership teams on key decisions, including the adoption of new technologies through the evaluation/assessment of new technologies, mapping those to the business requirements and making recommendations on implementation approaches and training requirements.
• Work on tickets (incidents, service requests, change requests, problems, etc.)
• Implement corrective actions to ensure timely resolution of the technical issues.
• Take ownership of operational aspects, including but not limited to investigating issues, analyzing evidence, documenting recommendations with rationale, mapping processes, creating procedures and standards, coordinating efforts, and communicating thoroughly and efficiently.
• Consistently deliver on accountabilities, and support clients, peers, management and leadership.
• Coach and lead teammates and peers on new technologies and processes.
• Help create a culture of humility, learning, collaboration, ownership and results.
• Show continuous learning and knowledge update by completing or renewing agreed technical certification(s) every year as part of performance metrics.
  
  

Qualifications And Skills

Must hold a bachelor’s degree in information technology or computer science with a minimum of three years of experience or have graduated from a recognized Information Technology or Information Management program with three years and six months of experience (or an equivalent combination of training and experience).

Additionally, You Will Possess The Following Skills And Experience

• Experience in leading projects or supervising the daily activities of team members.
• Solid understanding of project management and change management methodologies for coordinating system rollouts and upgrades.
• Proven track record in implementing major system rollouts.
• Exceptional problem-solving and research abilities.
• Proficiency in supporting Microsoft Windows desktop operating systems and Microsoft 365 applications.
• Hands-on experience with support tools such as remote PC management tools, endpoint protection, and incident management tools to efficiently resolve customer requests.
• Comprehensive understanding of Windows Group Policy administration and knowledge of the Microsoft Tools Suite (Active Directory Services, Azure AAD, DNS, DHCP, Microsoft Endpoint Manager, Intune).
• A team player with robust negotiation and facilitation skills.
• Ability to stay well-organized, prioritize, and manage high-level work under tight deadlines while exercising sound judgment under pressure.
• Excellent communication (both verbal and written) and interpersonal skills.
• Capability to effectively interact with and communicate technical concepts in plain language to clients, peers, and leadership teams.
• Capacity to manage multiple tasks while adhering to deadlines under pressure, with strong attention to detail.
• Willingness to travel to client locations for on-site support and possession of reliable transportation.
• Preparedness to work non-traditional shifts in a 24/7 environment.
• Openness to performing other related duties as assigned.
  
  

The Following Experience Will Be Considered An Asset

• Familiarity with the ITIL Service Management framework.
• Experience supporting large environments and knowledge of the Province's IT and Security policies and procedures.
  
  

Your Experience Should Include

• Decision making responsibilities for development and ongoing management of high-quality digital support services.
• Leading continual service improvement initiatives by leveraging internet-era practices and collaborating with multidisciplinary teams to achieve business/policy outcomes.
• Establishing KPIs, monitoring results and trends, and using them to drive continual service improvement.
  
  

We recognize that everyone brings unique skills and experiences to the table and not everyone "checks all the boxes". We encourage you to apply and tell us why you're the right fit for the job.

Benefits & Perks

Benefits

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.
• Secure Your Future: Take advantage of our defined benefits pension plan for a stable retirement.
• Generous Time Off: Enjoy all national/civic holidays, 18 sick days, and family leave provisions.
• Flexible Work Arrangements: Accommodate your needs with various options for flexibility, such as hybrid schedules.
• Employee and Family Support: Access our Employee and Family Assistance Programs for resources and guidance.
• Support in Times of Need: Receive short- and long-term disability assistance when required.
• Cross-Sector Collaboration: Experience the power of collaboration as you engage with various government departments. Unlock a world of knowledge, expertise, and connections, contributing to the betterment of our province.
• Growth & Development: Open doors to professional growth within the CDSD and beyond. Explore diverse career paths in specialized areas such as digital service design, cybersecurity, enterprise risk, digital platform services, and mission IT.
• Lifelong Learning: Continuously expand your knowledge and skills through training and development programs.
• Professional Advancement: Immerse yourself in the government landscape and discover endless opportunities for learning, advancement, and making a meaningful impact.
  
  

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government.

Pay Grade: PR 14

Salary Range: $2,640.65 - $3,215.50 Bi-Weekly

Employment Equity Statement

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

This Is a Bargaining Unit Position Initially Restricted To Current Civil Service Employees Represented By The Nova Scotia Government Employees Union (NSGEU). If Applying From Outside a Government Office, Employees Must Apply Correctly Via This Link

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to Competitions@novascotia.ca.