RQ07108 - Systems AdministratorOperations Support Specialist- Intermediate

Responsibilities :

• Provideongoing support for critical business and operational activitiesfor the COVaxON Solution to meet the diverse immunization data andbusiness needs of public health professionals across theprovince
• PerformTier 1 business help desk and servicesupport
• Logcalls received via email or phone into an automated incidentmanagement system and provide resolution in a timely and efficientmanner
• Escalateto the next tier of support for complex issues orproblems
• Trackreported problem issue or system failure using the automatedincident management system and provide reportdaily
• Prepareprocess and technical documentation for the product to be used byPHUs and other COVaxONSolution users
• Runroutine reports in production and nonproduction environments eitherdirectly and / or through otherpartners
• Createadhoc reports as needed and deliver the same tomanagement
• Coordinatecommunication collection and storage of active reports foranalysis.

Requirements

Experienceand Skill SetRequirements :

SkillSetRequirements :

CoreSkills andExperience :

59years of experiencein :

• Tier1 business help desk and service / incident management supportexperience
• Coordinatingcommunication collection and storage of active reports foranalysis
• Trackingreported problem issue or system failure using automatic incidentmanagement system and providing reportdaily
• Creatingadhoc reports and running routine reports in production andnonproduction environments directly and through otherpartners
• Preparingtechnical documentation for product endusers
• Automatedincident management systems logging calls and provide resolution ina timely and efficientmanner
• Supportfor complex problems or issues and escalating as appropriate orfollowing escalationprocess
• Experiencewith information retrieval packages one or more communicationsprotocols one or more operation systems and hardwareplatforms
• Experiencewith middleware andgateways.

Public Sector / HealthcareExperience :

• 5years of experience working with federal / provincial / broaderpublicsector healthcareproviders
• Knowledgeof Public Sector Enterprise Architecture artifacts (or similar)processes and practices anasset
• Abilityto produce technical documentation that comply with industrystandardpractices
• Indepthknowledge of industry standard such as Project Management Institute(PMI)
• Knowledgeof Public Sector I&IT project management methodologies anasset
• Knowledgeand experience with Public Sector Health related projects anasset
• Knowledgeand understanding of Ministry policy and IT project approvalprocesses and requirements anasset
• Experiencewith large complex IT Healthrelatedprojects.

GeneralSkills :

• Exceptionalanalytical problem solving and decisionmakingskills
• Demonstratedstrong interpersonal verbal and written communication andpresentationskills
• Proventroubleshooting and critical thinkingexperience
• Demonstratedability to apply strong listening skills to facilitate issueresolution
• Effectiveconsulting skills to engage with all stakeholders with proven trackrecord for building strong workingrelationships
• Strongfacilitation and negotiation skills with ability to build rapportwith stakeholders and drive negotiations to a successfuloutcome
• Excellentcustomer service skills including tact and diplomacy to ensureclient needs are managedeffectively
• Amotivated flexible detailoriented and creative team player withperseverance excellent organization and multitasking abilities anda proven track record for meeting strictdeadlines.

Experience and Skill Set Requirements : Skill Set Requirements : CoreSkills and Experience : 5-9 years of experience in : Tier 1 businesshelp desk and service / incident management support experienceCo-ordinating communication, collection and storage of activereports for analysis Tracking reported problem, issue, or systemfailure using automatic incident management system and providingreport daily Creating ad-hoc reports and running routine reports inproduction and non-production environments directly and throughother partners Preparing technical documentation for product endusers Automated incident management systems, logging calls, andprovide resolution in a timely and efficient manner Support forcomplex problems or issues and escalating as appropriate orfollowing escalation process Experience with information retrievalpackages, one or more communications protocols, one or moreoperation systems and hardware platforms Experience with middlewareand gateways.

Public Sector / Healthcare Experience : 5+ years ofexperience working with federal / provincial / broader public-sectorhealthcare providers Knowledge of Public Sector EnterpriseArchitecture artifacts (or similar), processes and practices anasset Ability to produce technical documentation that comply withindustry standard practices In-depth knowledge of industry standardsuch as Project Management Institute (PMI) Knowledge of PublicSector I&IT project management methodologies an asset Knowledgeand experience with Public Sector Health related projects an assetKnowledge and understanding of Ministry policy and IT projectapproval processes and requirements an asset Experience with largecomplex IT Health-related projects.

General Skills : Exceptionalanalytical, problem solving and decision-making skills Demonstratedstrong interpersonal, verbal and written communication, andpresentation skills Proven troubleshooting and critical thinkingexperience Demonstrated ability to apply strong listening skills tofacilitate issue resolution Effective consulting skills to engagewith all stakeholders with proven track record for building strongworking relationships Strong facilitation and negotiation skillswith ability to build rapport with stakeholders and drivenegotiations to a successful outcome Excellent customer serviceskills, including tact and diplomacy to ensure client needs aremanaged effectively A motivated, flexible, detail-oriented andcreative team player with perseverance, excellent organization andmulti-tasking abilities, and a proven track record for meetingstrict deadlines.