Service Delivery Analyst

2 weeks ago

Ottawa, Ontario, Canada Financial Transactions and Reports Analysis Centre of Canada Full time
Financial Transactions and Reports Analysis Centre of Canada - Information Management / Information Technology
Ottawa (Ontario)
CS-02, FT-03, IT-02
$77,793 to $103,361 (Salary Scale Effective April 1, 2024)
For further information on the organization, please visit Financial Transactions and Reports Analysis Centre of Canada

Closing date: 5 April :59, Pacific Time

Who can apply:
Canadian Citizens

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

FINTRAC is a separate agency, and has its own classification system. This position is classified as FT-03, which is equivalent to the following groups and levels: IT-02, CS-02.

Discretion is KEY

Duties:

  • Acts as the Service Desk first point of contact for the Centre's internal and external clients, performing the initial logging, classification and prioritization of tickets, gathering detailed information about the incident or service request.
  • Responds to all service requests, inquires and operational issues, ensuring a high degree of client satisfaction.
  • Provides training to Service Desk Agents and shares expertise across the SD team.
  • Escalates incidents which cannot be resolved to the Supervisor or other support teams.
  • Maintains documentation related to incidents, their troubleshooting and resolution.
  • Communicates complaints, feedback or concerns to the Supervisor.
  • Proactively reviews procedures and processes to identify gaps and areas for improvement.
  • Creates new knowledge base articles and reviews existing articles for accuracy.
  • Implements production deployments.

Work environment:

At FINTRAC, we help to combat money-laundering; terrorist activity financing and threats to the security of Canada.


As a separate employer in the Government of Canada (GoC), we embrace FLEXIBILITY, VALUE our TALENT, INNOVATION and DIVERSITY We are proud of our excellence-driven culture bolstered by our commitment to a respectful, healthy, diverse and inclusive workplace.

We have our own unique classification system and unique group (FTs) with relevant equivalencies noted above.

As a FINTRAC employee, you benefit from:

  • Competitive salary;
  • Eligibility for performance pay at all classification levels within the organization;
  • Comprehensive benefits package including: Health and Dental Plan; Disability benefits; Life insurance;
  • Minimum of three (3) weeks of vacation leave per year. In addition to vacation, FINTRAC employees receive two (2) personal days, and five (5) days of Family Related Leave with Pay every year, among other various types of paid and unpaid leaves;
  • Flexible work arrangements, as part of our Hybrid Workplace*;
  • Broad range of learning opportunities to encourage employee innovation; and,
  • Strong support for employee wellness and mental health including access to the confidential employee assistance program.
  • Where operationally feasible. Employees are expected to be onsite for a minimum of two (2) days per week, or 40% of the employee's regular schedule on a monthly basis.
Our headquarters is located in downtown Ottawa (234 Laurier Avenue West, Ottawa, Ontario). FINTRAC's regional offices are located in downtown Montreal (Quebec), Toronto (Ontario), and Vancouver (British Columbia).

Intent of the process:


The intent of this process is to fill current, or future opportunities with a unilingual, or bilingual (BBB/BBB) linguistic profile.


Positions to be filled: 1

Information you must provide:

Your résumé.

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

Degree equivalency

EXPERIENCE
EX1. Experience in being the initial point of contact for technical support, effectively logging, prioritizing, and addressing user issues.

EX2.

Experience troubleshooting common software, hardware, and network problems, ensuring detailed information gathering and high satisfaction through timely and accurate resolution.

EX3. Experience in sharing technical knowledge with peers, contributing to training sessions, and enhancing team expertise.

EX4.

Experience in creating, updating, and utilizing knowledge bases and documentation, ensuring accuracy and availability of information for incident resolution and operational support.

EX5. Experience in enhancing service quality, proactively identifying service improvement opportunities, and implementing changes that enhance client support experiences.

ASSETS
A

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