Operational Support Analyst (Program Admin Officer 1-2)

Operational Support Analyst (Program Admin Officer 1-2)

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 Opportunity

As an Operational Support Analyst, you will be responsible to provide daily operational, program and application support for our business partners and end-users of the Labour Market Program Support System (LaMPSS). You will play a critical role as part of a high-performing multi-disciplinary team that supports a diverse group of programs across multiple departments, whose staff and community-based partners use the LaMPSS system for grants management and case management.

This position reports to the Manager, LaMPSS Application Support.

Key Responsibilities

• Leverage knowledge and expertise of the supported application to advise and support program staff and external users.
• 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 minimal 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 system development efforts by providing subject matter expertise for design and testing.
• 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 effectively with clients, peers, vendors, business, and technical staff.
• Experience writing clear and concise documentation, e.g. processes, procedures, FAQs, user guides, training materials, test plans, etc.
• Expertise in standard office software tools, specifically MS Office (Word, Excel, PowerPoint), MS Visio, Adobe.
• Experience with IT Service Management tools, e.g. support tickets.

Assets

• Experience testing software, including test planning, establishing acceptance criteria, developing test cases, executing tests, logging/tracking defects, and reporting.
• Experience with the LaMPSS system, labour market development initiatives, funding program policies and procedures and/or case management systems would be considered an asset.
• Working knowledge of government and department procedures relative to systems development and support.

Diversity, Equity, and Inclusion at CSDS:

At the Department of Cyber Security and Digital Solutions (CSDS), we strive for a workforce that reflects the diversity of the citizens we serve at every level of our organization. We recognize that users of government services come from all walks of life, and we work to ensure our team reflects these communities. Guided by the Government of Nova Scotia’s Employment Equity Policy, we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities, and Women in under-represented roles. We encourage individuals from these groups to self-identify in their electronic applications.

At CSDS, we celebrate diversity, inclusion, and belonging. By valuing diverse perspectives and experiences, we create an environment where all talent can thrive, enabling us to deliver innovative and inclusive public services to Nova Scotians.

Pay Grade: PR 06- PR 10

Salary Range: $1,924.95- $2,760.42 Bi-Weekly