Head, Client Services and Technical Support

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-04, FT-05, IT-04
$109,732 to $148,867 (Salary Scale Effective April 1, 2024)
For further information on the organization, please visit Financial Transactions and Reports Analysis Centre of Canada

Closing date: 16 May :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-05, which is equivalent to the following groups and levels: IT-04, CS-04.

Discretion is KEY

Duties:


The Head, Client Services and Technical Support acts as the focal point for IM/IT support and provides superior client service to internal and external clients by efficiently addressing their needs and concerns.

Responsible for establishing and supporting the delivery of FINTRAC IM/IT Service Initiatives.

  • Represents FINTRAC, IM/IT Sector in discussions with Shared Services Canada to develop and/or obtain agreements on the requirements for services or the resolution of technical issues.
  • Identifies client requirements, and coordinates and monitors the delivery of IT services and systems to meet business client requirements.
  • Responsible to develop and maintain support and guidance to IT management on the capabilities required to meet the Centre's client business needs.
  • Develop Service delivery strategy and roadmap to align potential contribution of IT products and services to change management initiatives and investigates systembased opportunities for productivity.
  • Represent FINTRAC as partner with Shared Services Canada and other government departments to foster innovative service delivery.
  • Provide recommendations on the effectiveness of existing IT systems and service delivery and the potential contribution of IT in addressing change management initiatives to support operational effectiveness
  • Oversee and coordinate client support for IT services and supports client relationships from a delivery perspective to ensure Service Level Agreements are being met.
  • Implementation and overview of, practices and policies governing the design, development and use of the IT support processes designed to keep the IT environment functioning efficiently, effectively and securely.
  • Ensure capacity for monitoring, reporting and addressing issues related to customer satisfaction to support IM/IT's operational goals.
  • Ensures decisions from governance bodies and general changes to methodology requirements are driven down through to delivery teams.
  • Recommends solutions to improve analysis, workflow streamlining, business process automation efficiencies and business rule enforcement.

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.
This position requires onsite presence at our headquarters located in downtown Ottawa (234 Laurier Avenue West, Ottawa, Ontario).

Intent of the process:

The intent of this process is to fill one (1) indeterminate position with a Bilingual Imperative (CBC/CBC) 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 (ex. college, university) with acceptable specialization in compu

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