Platform Support Analyst

7 months ago

Halifax, Canada Province of Nova Scotia Full time

**Salary**:$1,579.34- $2,852.85 Bi-Weekly / $41,062.84 - $74,174.10 Annually (PR 1 - PR 11)

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

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

**Location**: Halifax

**Department**: Cyber Security and Digital Solutions

**Union Status**: NSGEU-NSPG

**ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)**:
Welcome to the Department of Cyber Security and Digital Solutions (CSDS), where we strive to be the guiding force behind digital transformation within the Government of Nova Scotia.

Formerly known as the Nova Scotia Digital Service (NSDS) within the Department of Service Nova Scotia and Internal Services (SNSIS), we have evolved into a standalone department with a focused mission.

We are active partners in the government's path towards modernization and efficiency. We collaborate with various departments and stakeholders, guiding them through the complexities of digital transformation and everyday IT needs. Our role is to ensure that digital services are user-centered, efficient, and make a real difference to Nova Scotians.

At CSDS, every role—be it in groundbreaking innovation or foundational IT support—contributes to the vital digital ecosystem of the Nova Scotia government. Whether you're interacting with citizens through digital platforms or supporting internal operations, your work here is part of a larger mission that touches every aspect of government and citizen interaction.

**Join us at CSDS as we shape the future of digital services in Nova Scotia,**
**and make a real difference to Nova Scotians**

**About the Role**:
The Digital Platforms team is focused on delivering modern digital experiences to Nova Scotians. As an essential part of our team, the Support & Sustainment Analyst plays a critical role in ensuring the smooth operation and continuous improvement of the Digital Case Management System (DCMS) across various government program areas.

This position offers a unique opportunity to contribute to a multi-disciplinary team dedicated to supporting and enhancing digital services that impact Nova Scotians every day.

**Key Responsibilities**:

- Provide Tier 2 support for all DCMS implementations, troubleshooting issues, and ensuring timely resolution of platform concerns.
- Lead the intake, prioritization, and workflow of support tickets, including incidents, service requests, change requests, and problems.
- Analyze and troubleshoot support incidents/problems, coordinating with vendors, partners, and developers for effective resolution.
- Take ownership of operational aspects such as investigating issues, documenting recommendations, mapping processes, and creating procedures and standards.
- Develop and maintain efficient client communication and feedback channels.
- Use Agile methodologies for product delivery, including working in sprints and managing product backlogs in tools such as JIRA.
- Perform routine system maintenance, updates, and patches to ensure product stability and security.
- Assist with the product release cycle, including acceptance testing and training internal clients.
- Contribute to the development and communication of technical documentation and release notes.

**Qualifications and Experience**:

- Bachelor’s degree in Information Technology, Computer Science, or a related field, OR graduation from a recognized Information Technology or Information Management program. Equivalent relevant work experience will also be considered.
- Demonstrated skill in writing and optimizing SQL queries.
- Familiarity with JSON (JavaScript Object Notation) and its use in various programming languages or tools.
- Basic understanding of OpenShift, GitHub, API, and REST architecture.
- Proven experience working effectively in multi-disciplinary teams.
- Excellent problem-solving, research abilities, and communication skills.
- Ability to manage multiple tasks and adhere to deadlines with strong attention to detail.

**We recognize that everyone brings different skills and experiences to the table.**

**We value diversity of thought and believe that the best teams are those that bring together people with a range of experiences and perspectives.**

**Assets**:

- Experience with JIRA and/or Assyst.
- Knowledge of the Province's IT and Security policies and procedures.
- Experience with Agile development and project management methodologies.

**Benefits & Perks**:
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 nee

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