Product Associate/support Specialist

2 weeks ago

Halifax, Canada Province of Nova Scotia Full time

**Salary**:$2,556.10 - $3,107.16 Bi-Weekly / $66,458.60 - $80,786.16 Annually (PR 13)

**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), 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.

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 We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working.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 believe in user-centered iterative digital service design, and practice internet-era ways of working. 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_**

**About the Role**:
We are looking for a Product Associate/Support Specialist to strengthen our team and to help us transform the way we serve our citizens. This position is part of the Digital Platforms team that builds and operates reusable software services supporting the delivery of modern digital experiences to Nova Scotians.

As the Product Associate, you will report to the Senior Product Manager and be part of an empowered, multi-disciplinary team, using internet-era ways of work on complex digital products. You would be working alongside other service operations teams, product managers, software developers, and vendor partners. You will lead the support and ongoing improvements for one or more digital platform services managed by the Department of Cyber Security and Digital Solutions.

**Key Responsibilities**:

- Support the onboarding of new relying digital services to one or more digital platform services, to help enable the Province to deliver simpler, faster, safer, user-centered services.
- Providing business knowledge of how the digital platform service currently functions.
- Identifying, triaging, prioritizing, and reporting on common and emerging issues.
- Conducting root-cause analysis of problems faced by users and assigning to the appropriate teams for resolution.
- Analyze and troubleshoot support incidents/problems; coordinate between vendors, partners, and developers to resolve.
- Promoting improvements for support processes and response times.
- Work with platform leads/product managers, user researchers, service designers and end users to develop a deep understanding of the user needs and champion these in the delivery of digital product features.
- Collaborate with the development teams to translate user needs/user stories into features/enhancements and prioritize into release cycles.
- Use Agile methods for product delivery, including daily stand-ups, working in sprints, managing features and product backlogs in tools such as Jira, delivering minimum viable products and continuous improvement.
- Create product roadmaps, monitor progress of development, and prioritize based on user needs, technical feasibility, and comparative analysis; knowing when to escalate based on delivery objectives.
- Develop, maintain and communicate technical documentation and release notes to partners and end users.
- Assist with product release cycle, leading acceptance testing and training internal clients.
- Develop efficient client communication and feedback channels; gather product data, including web analytics, statistics and trends to make evidence-based decisions.
- Participate in Show & Tells as part of working in the open to inform on progress and elicit insights from colleagues and business partners.

**Qualifications and Experience**:

- A Bachelor’s degree plus 5 years in computer science, business management or related field; or an equivalent combination of training and experience.
- Taking ownership of problems and proactively resolving problems, ensuring that solutions meet user and business requirements.
- Superior skills in root-cause analysis to diagnose and assign resolution of problems.
- Providing timely and efficient responses to user enquiries and problems while ensuring a positive user experience.
- Know how to remove complexity from products & services

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