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    Support Analyst - Ottawa, Canada - NAV CANADA

    NAV CANADA
    NAV CANADA Ottawa, Canada

    3 weeks ago

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    Description

    Job Posting Title

    Support Analyst - Entry Level

    Job Category

    Information Technology

    Language Requirements

    English / Anglais

    Flexible Work Agreement Type

    Hybrid / Hybride

    Posting End Date

    Job Grade

    CS-2

    Pay Range

    $83,268 - $101,193

    Job Summary

    Plan, organize, direct, participate and / or coordinate the design, implementation, integration, diagnostics and maintenance of national and local system changes. Provide all levels of technical and functional support for specific systems. Advice and assist clients in support of the maintenance and enhancements to system and requirements gathering.

    Job Description

    Key Accountabilities: ​

  • Provide first, second, and / or third-level technical support for systems, including monitoring and maintaining systems to ensure interoperability, reliability, security, optimum performance levels, capacity, and configuration. This will include hardware (i.e. workstations and servers) and software (i.e. operating system, middleware, and applications)
  • Analyze, evaluate, and solve technical and non-technical (support process) problems and changes to the systems and its components, i.e. the workstation level as well as multi-user environments
  • Implement and test changes being made to various systems by following the best practices within Information Management such as, Change Management, Quality Management Framework, Project Management Framework, general System Development Life-cycle process and other guidelines
  • Provide coordination in the development and implementation of fixes, enhancements, special requirements and maintenance of hardware and software for all systems
  • Provide documentation for all systems (support processes, design specifications, business cases, test cases etc.)

    • Education:

  • A secondary school diploma and a recognized diploma in Computer Science or an equivalent program, completed within the last 10 years at a minimum, or equivalent and relevant experience.

    • Experience:

  • Knowledge and experience with Project Management and Patch Management processes

    • Knowledge

  • Deep understanding of the interrelationships among various processes, systems and practices
  • Knowledge of monitoring and maintaining systems to ensure interoperability, reliability, security, optimum performance levels, capacity, and configuration and security
  • Strong knowledge of various database platforms
  • Strong knowledge of Change Management and Quality Management processes and guidelines
  • Knowledge of corporate systems and business rules
  • Knowledge of SDLC processes
  • Knowledge of emerging trends and practices in constantly changing technology environment
  • Knowledge in various technologies including hardware and operating systems, active directory, middleware (CITRIX), web and COTS applications, reporting environments

    • Abilities:

  • Consultative skills required to determine client's needs
  • Analytical skills to test, determine root cause, and develop new courses of actions/process improvement

    • Personal Suitability:

  • Ability to resolve complex and varied problems
  • Ability to make decisions in situations where solutions are clearly evident
  • Oral and written communication
  • Diplomacy with internal and external parties
  • Cooperation and team building
  • Customer focus and strong relationship skills
  • Innovative and Creativity to achieve desired outcomes
  • Resilience and openness to change

    • Working Conditions:

  • Hybrid: This position is based at the Ottawa Head Office may be eligible for a flexible work arrangement.

    • Note:

    *As part of the PIPSC competitive process, you are required to fill out the Statement of Qualifications Application (SOQ) form. You can expect to receive it from the Talent Acquisition Advisor via e-mail and will be provided with 5 days to complete the form. If you do not complete the SOQ form within the prescribed timelines, we will consider that you have withdrawn from the competition.

    NAV CANADA is committed to building a skilled, diverse workforce reflective of Canadian society. If you do not believe that you match every job requirement listed on this job posting, we still encourage you to apply. NAV CANADA encourages a culture of learning and growth, and recognizes that although some technical skills are mandatory, many others can be taught.

    Our Company strives to create an inclusive and barrier-free selection process and work environment. If you require accommodations during this competition process, please ensure that you inform the interview coordinator or hiring manager of any accommodation measures you may require. NAV CANADA will provide accommodations throughout the recruitment and selection process to applicants with disabilities as required.

    The successful candidate must meet the security requirement of the position and be legally able to work in Canada.

    At NAV CANADA, safety is our priority. We require pre-employment drug screening for all candidates offered positions designated as safety sensitive in accordance with NAV CANADA's Drug and Alcohol policy.

    We thank all applicants for their interest; only those selected for an interview will be contacted.

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