Job ID #31624: Product Support Specialist Emergency Services

Contribute to the City of Hamilton, one of Canada's largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #31624: Product Support Specialist Emergency Services
• Union: CUPE Local 5167
• Job Description ID #: 7861
• Close date: Interested applicants please submit your application online at by 4:00 p.m. on January 21, 2026. 
• Duration: 12 Months 
• Vacancy Type: This posting is for an existing vacancy
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMARY OF DUTIES

Reporting to the Supervisor Business Applications (Emergency Services), the Product Support Specialist – Emergency Services will collaborate with a dynamic team of professionals. The successful candidate will support the development and sustainment of processes and workflows.  They will also be responsible for managing the configuration of the products within the Emergency Services portfolio (e.g. Computer Aided Dispatching, Records Management, Paging & Station Alerting, Next Generation 911 and Automated Vehicle location). The Product Support Specialist will document and maintain system requirements for the products within the Emergency Services portfolio.

The Product Support Specialist will contribute to the overall operational maintenance and the delivery of functional enhancements for the systems associated with the Emergency Services product suite. The Product Support Specialist supports the continuous monitoring and updating of system requirements to ensure alignment to current organizational functional needs. This position identifies and documents user requirements and ensures the transformation of business-oriented requirements into accurate technical specifications. The Product Support Specialist supports the execution of user acceptance testing (UAT).

GENERAL DUTIES

• Conducts regular evaluations of system requirements, analyzes data inventories, and verifies procedures to ensure the accuracy and efficacy of the enterprise asset management system.
• Engages with Emergency Services stakeholders within the organization to elicit feedback and manages the implementation of functional applications of the system.
• Provides technical coordination in the assessment and enhancement of the applications within the Emergency Services portfolio.
• Supports the development and execution of system and user acceptance test cases.
• Interacts with the appropriate Information Technology staff to ensure data is published to external applications and interfaces.
• Receives and addresses inquiries from staff and vendors.
• Assists in the development and maintenance of operational procedures affected by new or changed applications and workflows.
• Supports the investigation and resolution of system-related issues.
• Ensures the functionality of the system complies with identified requirements, case scenarios, user testing cases and workflows as necessary.
• Understands user accounts and permissions related to the Emergency Services systems.
• Develops and maintains comprehensive procedures and documents outlining system functions and structure.
• Ensures adherence to IT processes and best practices.
• Ensures that user community is informed about system issues, scheduled maintenance.
• Cultivates collaborative partnerships with other departments, municipalities, and companies to enhance operational efficiency and foster idea exchange.
• Contributes to the procurement process for new solutions and may engage in evaluation activities.
• Complies with all applicable Health and Safety regulations, in addition to the City of Hamilton's corporate and departmental policies related to Occupational Health and Safety.
• Performs additional duties as assigned that align with the primary responsibilities of the position.

Qualifications

1. University Degree in Computer Science, Information Systems, or related discipline with advanced working knowledge managing major system updates to enterprise software applications and previous experience with the sustainment of Emergency Services Systems.
2. Knowledge and experience with Scrum methodology preferred.
3. Ability to translate complex technical processes into business process impacts.
4. Demonstrated working knowledge of technologies used to integrate enterprise applications.
5. Demonstrated ability to make solid recommendations and designs for system configuration and/or integrations that are aligned to the Enterprise Architecture strategy and processes while taking into account long term, scalable solutions.
6. Ability to work collaboratively with team, accepting and assigning work between team members and contractors.
7. Strong communication skills.
8. Knowledge of data modelling and data visualization tools.
9. Flexible and adaptable; able to work in ambiguous situations.
10. Comfortable working in complex environments and multidisciplinary teams.
11. Have creative thinking and analytical approach.  Strong problem-solving capability.
12. A team player with excellent customer service and interpersonal skills.  Ability to respect and deal with highly confidential and sensitive issues.
13. Attention to detail. Ability to work under pressure and to tight deadlines.
14. Demonstrated ability to show initiative by proactively identifying issues and proposing solutions/remedies.
15. Exposure to Cloud-based technologies.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship.  If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.