IT Application Support Specialist

3 weeks ago

Halifax, Nova Scotia, Canada Nova Scotia Power Full time
Job Title: IT Application Support Analyst (OT)

Company: Nova Scotia Power, Corp. Tech. Business Support

Location: Ragged Lake, Halifax, NS

Closing Date: Not specified

About the Role

The IT Application Support Analyst (OT) is a key position in Nova Scotia Power's Corp. Tech. Business Support team. Under the direction of the Manager, IT Grid & Energy Delivery, this role is accountable for analyzing, implementing, and maintaining Operational Technology systems that are crucial to the modernization and operation of the grid.

Key Responsibilities
  • Maintain a thorough understanding of all application-related business processes and support the following functions:
  • Perform application installation, configuration, and maintenance.
  • Troubleshoot and resolve application incidents.
  • Manage and execute application changes using standard change management methodologies.
  • Answer customer questions regarding product usage.
  • Complete application system administration requests in a timely and quality manner.
  • Provide proactive application monitoring.
  • Recognize and identify potential areas where existing business policies and procedures require change or where new ones need to be developed, and make recommendations.
  • Manage application support issues using standard tracking tools, log customer questions, and track incidents through to completion.
  • Ensure effective use of application security and controls by communicating application policies, procedures, and practices to application users.
  • Perform project and operational tasks with good overall quality, while being able to prioritize work to meet deadlines.
  • Interact with vendors to resolve application incidents and problems.
  • Maintain relationships with business partners and system users.
  • Perform and coordinate application lifecycle management activities for applications within the area of responsibility.
  • Assist with the prioritization and direction of operational request resourcing within the area of responsibility.
  • Perform vulnerability assessment and execute mitigation plans.
  • Compliance documentation and audit evidence generation.
  • Provide after-hours support.
  • Provide on-site support.
Requirements
  • University degree or diploma in a computer-related discipline.
  • Between five and ten years' experience in client-facing support roles.
  • Understanding and experience utilizing best practice information technology incident and request management processes.
  • Strong technical troubleshooting, decision-making, and problem-solving abilities.
  • Experience working with both Windows Servers and Linux operating systems and applications.
  • Understanding of relational databases and query development.
  • Experience supporting and troubleshooting applications, integrations, and their dependencies.
  • Knowledge and experience troubleshooting application incidents related to Authentication, DNS, Firewall, Network, and Performance.
  • Ability to successfully work both independently and in a team environment.
  • Strong written, verbal communication, and documentation skills.
  • Ability to collaborate and communicate with diverse groups of stakeholders.
  • IT Service Management skills and working knowledge of ITIL.
Preferred Qualifications
  • Supervisory Control and Data Acquisition (SCADA) systems.
  • Power systems operations and processes.
  • NERC Standards.
  • ITIL Certification.
  • Programming languages (C#).
  • Scripting languages such as Powershell, Bash, etc.
  • Using troubleshooting tools such as Nmap, Wireshark, etc.
  • Server virtualization such as VMWare.
About Nova Scotia Power

Nova Scotia Power is a leading energy company in Atlantic Canada. We are committed to providing exceptional service to our customers and rewarding jobs to our employees. Our culture is focused on safety, and we are dedicated to making a positive impact on our communities.

We offer a comprehensive benefits plan, 24/7 access to virtual health care services, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan, and wellness benefits. We also offer opportunities to advance within and between our affiliate companies, a focus on employee development, and available sponsored education programs.

We are an equal opportunities employer and welcome applications from all qualified candidates. We strongly encourage applications from persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles, and members of the 2SLGBTQ+ community.

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