RQ07108 - Systems AdministratorOperations Support Specialist - Intermediate

Responsibilities:

• Provide ongoing support for critical business and operational activities for the COVaxON Solution to meet the diverse immunization data and business needs of public health professionals across the province
  
• Perform Tier 1 business help desk and service support
  
• Log calls received via email or phone into an automated incident management system and provide resolution in a timely and efficient manner
  
• Escalate to the next tier of support for complex issues or problems
  
• Track reported problem issue or system failure using the automated incident management system and provide report daily
  
• Prepare process and technical documentation for the product to be used by PHUs and other COVaxONSolution users
  
• Run routine reports in production and nonproduction environments either directly and/or through other partners
  
• Create adhoc reports as needed and deliver the same to management
  
• Coordinate communication collection and storage of active reports for analysis.
  

Requirements

Experience and Skill Set Requirements:

Skill Set Requirements:

Core Skills and Experience:

59 years of experience in:

• Tier 1 business help desk and service/incident management support experience
  
• Coordinating communication collection and storage of active reports for analysis
  
• Tracking reported problem issue or system failure using automatic incident management system and providing report daily
  
• Creating adhoc reports and running routine reports in production and nonproduction environments directly and through other partners
  
• Preparing technical documentation for product end users
  
• Automated incident management systems logging calls and provide resolution in a timely and efficient manner
  
• Support for complex problems or issues and escalating as appropriate or following escalation process
  
• Experience with information retrieval packages one or more communications protocols one or more operation systems and hardware platforms
  
• Experience with middleware and gateways.
  

Public Sector/Healthcare Experience:

• 5 years of experience working with federal/provincial/broader publicsector healthcare providers
  
• Knowledge of Public Sector Enterprise Architecture artifacts (or similar) processes and practices an asset
  
• Ability to produce technical documentation that comply with industry standard practices
  
• Indepth knowledge of industry standard such as Project Management Institute (PMI)
  
• Knowledge of Public Sector I&IT project management methodologies an asset
  
• Knowledge and experience with Public Sector Health related projects an asset
  
• Knowledge and understanding of Ministry policy and IT project approval processes and requirements an asset
  
• Experience with large complex IT Healthrelated projects.
  

General Skills:

• Exceptional analytical problem solving and decisionmaking skills
  
• Demonstrated strong interpersonal verbal and written communication and presentation skills
  
• Proven troubleshooting and critical thinking experience
  
• Demonstrated ability to apply strong listening skills to facilitate issue resolution
  
• Effective consulting skills to engage with all stakeholders with proven track record for building strong working relationships
  
• Strong facilitation and negotiation skills with ability to build rapport with stakeholders and drive negotiations to a successful outcome
  
• Excellent customer service skills including tact and diplomacy to ensure client needs are managed effectively
  
• A motivated flexible detailoriented and creative team player with perseverance excellent organization and multitasking abilities and a proven track record for meeting strict deadlines.