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Operational Support Analyst

2 weeks ago

Halifax, Canada Government of Nova Scotia Full time

**Competition No**: 44953
**Salary Range**: $1,924.95 - $2,760.42 / Bi-Weekly / $50,048.70- $71,770.92 Annually ( PR 06 - PR10 )
**Position Status**: Permanent

**Benefits**: Paid Holidays, Vacation, Family Leave, Health, Dental, and Defined Benefits Pension
**Location**: HALIFAX
**Department**: Cyber Security & Digital Solutions
**Union Status**: NSGEU-NSPG
**Closing Date**: 1/27/2025 (Applications are accepted until 11:59 PM Atlantic Time)
ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)
At CSDS, we prioritize people—both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable digital solutions centered around user needs.
In today's tech-driven world, CSDS empowers government departments with essential digital solutions to meet Nova Scotians' expectations. As a trusted partner across government, we enable departments to fulfill their mandates with secure, user-friendly services. From healthcare and education to public safety, we collaborate to transform how services are designed and delivered.
We don't just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotia's evolving needs.
Joining CSDS means contributing to work that makes a real difference. From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms, you'll play a key role in building a more inclusive, responsive government for Nova Scotians.
Together, we're setting new standards for digital public service, delivering resilient solutions that meet today's needs—and anticipate tomorrow's challenges.
About the Opportunity
The fulfilment of this responsibility involves extensive liaison with a wide range of internal and externals stakeholders including business clients, technical and non-technical staff, consultants, external vendors, external organizations, and citizens.
This position reports to the Manager, LaMPSS Application Support.
Key Responsibilities
Lead the intake, classification, prioritization, and workflow of support tickets, including incidents, service requests, enhancements, change requests, and problems.
Ensure requests for support are dealt with according to set standards and procedures.
Maintain system registries, reviewing system data quality, and resolve data issues.
Collaborate with cross-departmental staff to setup/modify Supplier accounts for payment processing.
Maintain user access, assigning/removing security roles and performing routine auditing of user accounts.
Monitor and maintain records for compliance and audit; review system audit trails.
Monitor Payment processing, identifying any issues or errors, and collaborate with business/technical teams to take immediate corrective action.
Analyze and troubleshoot support incidents, collaborate with others to investigate or determine the appropriate course of action to restore services with mínimal downtime.
Manage priorities and work effectively to reach expected service standards for clients.
Develop system support processes, procedures, knowledge bases, user guides, and training materials to support program delivery.
Support program trainers in understanding new system functionality and its relationship to existing program policies; may deliver training when required.
Validate system changes by creating/updating test plans, identifying test cases, participating in testing cycles, and documenting system defects.
Develop and maintain efficient communication and feedback channels with business partners, team members and other stakeholders.
Coach and mentor team members.
May perform other related duties as assigned.
Qualifications and Experience
This might be the right opportunity for you if you have a Bachelor's degree plus one (1) year related experience; an equivalent combination of training and experience may be considered. Related experience is defined as: experience in a client-facing support role providing program, business, operations, production, or end-user support.
You can demonstrate, with experience, the following qualifications:
Excellent customer service skills, and ability to build relationships based on empathy and trust, with a user-centric approach.
A highly motivated and self-directed individual who takes initiative and is equally comfortable working independently or collaboratively as part of a cross-functional team.
Strong problem-solving skills, with ability to identify root causes, analyze alternatives, evaluate risk, and recommend suitable options.
Excellent planning, organization and prioritization skills; ability to prioritize work to meet deadlines, and shift priorities to meet changing demands and support requirements.
Excellent communication, interpersonal and consultative skills, with the ability to navigate conflict and work effective