IT Service Management Analyst - Ottawa - Cse Cst

Description

Closing Date:

Classification:

Reference number: RF-15437

About CSE

The Communications Security Establishment (CSE) is Canada's agency responsible for foreign signals intelligence, cyber operations and cyber security. Learn more about our mission .

CSE is seeking IT Service Management (ITSM) Analysts to join a team focused on client service. Our team's clients include the Enterprise Technology Services (ETS) group. The ITSM team works closely with IT service lines, internal clients and partners to ensure the effective, consistent and end-to-end delivery of IT services across the organization.

At the UNMA-07 level, you provide first-line support to clients of our IT systems and services and contribute to Incident and Change Management activities under the guidance of senior colleagues. You also assist with the development and maintenance of technical and user documentation, including knowledge articles and standard operating procedures. You support partnerships and collaborations, participate in projects, and contribute to operational readiness activities as required.

At the UNMA-08 level, you provide advisory services to clients of our IT systems and services and maintain collaborative relationships across the organization to support knowledge sharing, emerging technologies and evolving business needs. You develop and maintain a range of technical, operational and user documentation, including IT service definitions, support models, user guides and communication products. You collect and analyze business requirements using various methods and translate them into clear service and user needs. As a UNMA-08 analyst, you participate in projects and may be responsible for projects of limited scope and impact, while communicating IT Service Management best practices to stakeholders at various levels.

At the UNMA-09 level, you are responsible for complex IT projects and deliver senior-level guidance and advice within the IT Service Management (ITSM) domain. You provide advisory services to clients of our IT systems and services and foster collaborative relationships across the organization to support knowledge sharing related to emerging technologies and evolving business needs. As a UNMA-09 analyst, you are responsible for ITSM deliverables, including supporting service lines with Operational Readiness activities through the development and maintenance of technical, operational and user documentation. You collect and analyze business requirements using various methods, translate them into clear service and user needs, and may provide guidance to junior team members, to support their initiatives.

As the ideal candidate, you are analytical, organized and process-oriented, with a strong client service mindset. You communicate clearly and can collaborate effectively to build and maintain relationships in a dynamic IT environment.

To find out more about our salary scale, vacation allowances and benefits (health, dental and pension plans, etc.) visit the Compensation page on our website.

Area of selection

Open to Canadian citizens employed by the federal public service within the National Capital Region, who currently occupy a substantive IT -01 to IT -03 classification or equivalent classification in separate agencies of Schedule V of the Financial Administration Act.

Location

The majority of our jobs are in Ottawa, Ontario. CSE has two accessible facilities . Flexible work arrangements, including telework for a portion of the work week, may be possible.

Conditions of employment

An Enhanced Top Secret ( ETS ) security clearance is a condition of employment that must be met before an offer can be made.

In order to be considered, your cover letter must clearly explain how you meet the following education and experience requirements.

Education

You must have either one of the following:

• A university degree or college diploma in a field related to the position, such as (but not limited to) Computer/Systems Engineering, Computer Science, Mathematics, IT Security., or
• An acceptable combination* of education in a field related to the position (as above), and relevant experience.

Note: The educational program must be recognized in Canada, and you must be able to provide proof of education credentials. Students graduating within the next twelve months are eligible to apply.

* A high school diploma with at least 3-5 years of recent** experience in one or more of the areas listed below. Specific dates must be included in your application and references that can validate this information may be required during the recruitment process.

** For the purposes of this hiring process, "recent" is defined as experience having normally been acquired within the last five years.

Experience

• Experience in facilitating and fostering collaboration between IT Stakeholders.
• Experience working in a customer service role providing support to clients in a technical environment.
• Experience with IT Service Management processes and related artefacts
• Experience in the delivery of technical projects, plans, or activities.

Bilingual imperative: Various language profiles such as: BBB/BBB or CBC/CBC

The following technical, behavioural and leadership competencies will be assessed at a later date. You do not need to include information about them in your application.

• Knowledge of IT
• IT Service Management Process
• IT User Support– Help Desk
• Business Analysis
• IT Project Management
• Cognitive thinking skills
• Interactive communication
• Service
• Achieving results
• Lead and motivate

Assets

Assets are "nice-to-have" expertise and skills we're interested in. You will not be eliminated if you do not meet or possess these qualifications. However, if you do have them, they may be used to identify which team you could best complement.

Please demonstrate on your application if you meet or possess the asset experience listed below.

• An Information Technology Infrastructure Library (ITIL) Certification.
• A Project Management, Business Analysis, ITIL, or other accreditations relevant to the position.

Note: The educational program must be recognized in Canada and you must be able to provide proof of education credentials. Students graduating within the next twelve months are eligible to apply.

• Experience working and collaborating with federal government departments, agencies, or external partners.
• Experience leading, coordinating, or contributing to extract, transform, and load (ETL) activities involving large or complex datasets.
• Experience using scripting or programming languages to support data integration, transformation, or automation activities.
• Experience developing, contributing, or supporting the development of strategic, operational, or financial plans in the domain or IT.

How to apply

You may submit your candidacy online by selecting "Apply" at the top or bottom of this page.

If you cannot apply online or have a disability preventing you from applying online, please inform us by email at careers-- prior to the closing date of this hiring process.

We ask you to not discuss your application with others (including on social media) besides your partner, or close family members - who should also be reminded about the need to be discreet.

Assessments of candidates are conducted in the official language of their choice.

To address CSE's current representation gaps, priority may be given to persons who self-declare as belonging to one, or more, designated employment equity groups: women; Indigenous peoples, including First Nations who are status, or registered and non-status, or non-registered, Inuit and Métis; persons with disabilities, including people with a mental health condition and neurodivergent people; and persons from racial or ethnic groups.

Please note the Employment Equity Act, which is under review, uses the terminology Aboriginal peoples and visible minorities.

CSE offers an assessment process that will accommodate any reasonable measures you require to be assessed in a fair and equitable manner. Those measures are available to all candidates during our processes. Information you provide will be addressed confidentially.

The level of competence demonstrated in the various assessments will be used to determine your qualifications for the UNMA-07, UNMA-08, or UNMA-09 levels.

All communications with CSE relating to this process, including email messages and telephone conversations, may be used in the assessment of qualifications.

The intent of this process is to fill vacant positions at CSE. The process may also be used to establish a pool of qualified candidates which could be used to staff similar or identical positions with various tenures.

Due to the nature of CSE's mandate certain roles may expose employees to content that is difficult to process. Mental health is a priority at CSE and if any personnel feel they require assistance to preserve their mental wellbeing, they have access to services, tools and other resources to help them in both their personal and professional lives.

Please note that in an effort to maintain balance between employee development and business needs, candidates who are hired at CSE must remain in their substantive position for a minimum of twelve (12) months subject to operational requirements.

We thank you for your interest in CSE. However, only those selected for further consideration will be contacted.

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