Supervisor, Application Administration

2 months ago

Toronto, Canada Toronto District School Board Full time

No.: SCH II- 23-0034NE

POSTED: January 26, 2023
DEADLINE: 12:00 noon: February 9, 2023
- _____**Deadline: 4:3
**Supervisor, Application Administration**
1 - Permanent Position

**Information Technology Services**
**Schedule II, Level 8**

**(Non-Union - 12 Month)**
**$92,892 - $111,471
**The Toronto District School Board adheres to equitable hiring, employment and promotion practices**
- Reporting to the Manager Application Administration, the Supervisor of Application Administration will _
- be responsible for the development, management, and support of all Enterprise technology _
- infrastructure, such as software management tools, web interface, Information Technology Service _
- Management (ITSM) tools, device integration, mobile device management (MDM), software support and _
- hardware components. _
- The Supervisor of Application Administration will: _
- _Supervise a team of Application Administration staff responsible for technical support of _
- processes; _
- _Act as an internal consultant and resource to various groups within Information Technology _
- Services for strategic planning for client/server software/hardware upgrades, changes, _
- development and maintenance of Service Level Agreements, operational processes and _
- procedures, technology plans, etc. _
- _Develop strategic and operational frameworks for the continuous improvement and optimization _
- of services, identification of alternative delivery mechanisms, strategic planning for new _
- technology and upgrades, and costing of services/supplies; _
- _Ascertain and define operational processes and procedures, define standards for and maintain _
- service level agreements, and ensure technical components are fully operational for quality _
- service to the clients; _
- _Provide leadership to support operational and project work. _

**Summary of Duties**:
Enterprise technology infrastructure; problem management; installation, upgrade, configuration,
systems, desktop and server equipment within the TDSB;
Research and recommend appropriate training for staff to ensure skills are maintained and kept
current;
Participate in implementation/development sessions for all new or upgraded IT initiatives to ensure
agreements and that escalation procedures are in place;
Provide support in managing the acquisition, distribution, and support of ITSM tools((ServiceNow) and
are sufficiently flexible to adapt to future changes;
Define standards for Service Level Agreements and act as owner ServiceNow components and

procedures for TDSB;
Ensure change management, and technical strategic directions are translated to tactical and business
plans, and are effectively communicated with staff;
Research, resolve and respond to highly technical complex questions in accordance with current

standards;
Responsible for problem resolution including assessment, resource allocation and co-ordination,

monitoring of progress, provision of status updates to appropriate groups, and validation of the
implemented solution;
software enhancements and technical requirements, such as ServiceNow;
Oversee the implementation of the ServiceNow environment and various other support tools or
Develop ServiceNow enhancements and new modules as well as develop other technology product
components;
Identify and recommend potential upgrades or changes to ServiceNow in relationship to user
requirements and needs;
Provide technical and client requirements for purchasing tenders and participate on tender committees
to evaluate vendor bids and test where applicable;
Supervise Applications Administration projects including, defining project scope, gathering of
requirements, preparation of a detailed project work plan, assigning of resources, execution and
monitoring of project activities;
Ensure that training materials and tool sets are reviewed to ensure they are applicable and current;
Train/coach/support users of technology;
Define supplier responsibilities and deliverables including evaluation on a continual basis to ensure

quality and performance of the supplier products and services;
Maintain current with industry best practices and future planning for the technical operation of

Provide leadership in fostering equity and inclusiveness in the development and implementation of

programs and services; and
Other duties as assigned.

**Qualifications**:
University Degree in Computer Science or related technology field with five years’ progressive

experience in an Information Technology environment or an equivalent combination of education and
experience;
Technical certification achieved ITIL Training/Certification for knowledge of ITIL Service
Management;
Understanding of endpoint system technologies and peripherals, including operating systems, use
Working knowledge of ServiceNow development including the understanding of scripting concepts;
Understanding of IT performance measurement program;
Understanding of customer service level agreement development and monitoring pro

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