Its Lead – Corporate Applications (Application Support)

Posting #: 22-905EXTREP5

Posting Date: May 18, 2023

Closing Date: June 16, 2023

Job Title: ITS Lead – Corporate Applications (Application Support)

Location: 120 Martin Ross - Information & Technology Services

Status: Permanent Full-Time

Hours per Week & Schedule of Work:

35 hours per week. Evenings and Saturdays required.

Background:

Toronto Public Library is the busiest urban public library system in the world. Every year, we have millions of users visiting our branches and taking advantage of our online services.

We empower Torontonians to thrive in the digital age and global knowledge economy. With expanded access to technology, lifelong learning and diverse cultural and leisure experiences, Torontonians have increased opportunities for growth and success, as well as stronger connections to each other and their communities.

Opportunity:

This unique opportunity will allow you to directly contribute to the growth, maturity, and vision of the TPL’s digital transformation. As an integral member of the Information Technology Services team, this role will lead the library’s ITS team, within an organization that puts learning, work/life balance and making a difference in the lives of Torontonians at its core.

This position will play a role in:

• Creating a modern, connected and sustainable data and technology environment that is transformation-ready.
• Providing staff and customers with the right combination of technologies and supports; and
• Delivering exceptional digital value and experiences;

You will assist the Information Technology Services team serve TPL staff and customers, meeting their evolving needs. Join our team and help us build a secure, reliable, scalable data and technology foundation that can evolve with TPL’s future growth and transformation aspirations.

What you bring to our team:

• A growth mindset
• A collaborative and agile approach to work
• Demonstrated leadership skills

Help us grow, innovate, and make a difference.

Job Summary:

The Lead is responsible for supporting the Manager in delivering one or more project/program/operational plans. The Lead is also responsible for oversight of the delivery of the services to ensure value is being delivered and that there is a focus on continual improvement. As part of this role, the Lead acts as a subject matter expert and may take on more complex work in developing plans and deliverables, deploying resources, and interacting with key internal partners. Subject matter expertise includes applications management for corporate applications, including applications that are either in an on-premises or Software-as-a-Service (SaaS) environment.

The ideal candidate should possess leadership skills, proven technical experience and knowledge in the corporate applications portfolio, including but not limited to human resource systems, learning management systems, financial accounting management systems and incident management systems.

Duties:

Under the general direction of the designated supervisor, and working within a team structure, this position is responsible for:

• Producing and analyzing Service level reports
• Monitoring and reporting the performance of application components against KPIs, including SLAs, and taking pre-emptive measures to minimize interruptions
• Working with the applications team to ensure that applications are maintained with latest upgrades & fixes
• In partnership with the Manager, identifying opportunities and recommending solutions for improving the overall application portfolio health by assessing overall effectiveness and efficiency and delivering and implementing approved recommendations.
• Directing staff including setting performance standards and providing verbal input to performance appraisals
• Leading applications initiatives such as upgrades well as changes and complex problem management, requiring multi-department involvement.
• Enabling asset management practices to ensure an accurate account of applications, lifecycle costs, and risks in order to optimize spending and support lifecycle management and strategic decision-making.
• Evening, weekend and callback work may be required
• Proactively communicating the status, plan of action(s), and resolution(s) of problems
• Ensuring applications documentation, support procedures, and user manuals for applications upgrades, as well as new projects is maintained.
• Coordinating the development, maintenance, and evolution of application roadmaps.
• Evaluating new applications to determine whether their applicability aligns with the businesses needs
• Participating in and/or lead various committees and project teams by working with the business to ensure ongoing review and understanding of business directions and needs and to ensure the alignment of applications directions with current and future organizational needs.
• Acting as a single point of contact for applications team for escalations, provide guidance and quality control for technical and procedural questions
• Providing day-to-day subject matter technical and procedural expertise to the enterprise applications team for 2nd level support functions, such as incidents, requests, and problem management, by closely working with the ITS Service Desk, and other internal ITS teams requiring multi-department involvement.
• Coordinating the work of the applications team including prioritizing, scheduling and assigning work, training staff, providing direction and monitoring work for excellence in service delivery.
• Working with the Enterprise Project Management office and other ITS teams to plan, schedule and execute on application deployments for enterprise-wide projects.
• Actively participate in working with vendors for application selection, enhancements and on-going support as well as management of SaaS deliverables and accountabilities

Qualifications:

• Proven ability to lead and to supervise staff
• Experience working with business stakeholders in establishing and maintaining standards and Service Level Agreements.
• Excellent oral and written communication skills
• More than five (5) years of related experience in IT leadership role
• Post-secondary education in the field of Information Technology
• Strong interpersonal skills, with experience developing and fostering teamwork and facilitating team dynamics.
• Practical knowledge of ITIL is required, ITIL certification is an asset
• A Minimum of two (2) years project management experience.
• Ability to establish and maintain effective working relationships at all levels
• Vendor management experience in a SaaS environment.
• Proven ability to think conceptually, understand the big picture and convey clearly to others
• Knowledge of Library Applications is an asset, such as Information Library System (Symphony) and other Library Service applications such as Self-checkout
• Ten (10) years’ related experience or an equivalent combination of education, training and experience
• Demonstrated ability to solve complex problems and develop innovative solutions
• Knowledge of Corporate Applications, such as Human Capital System (Ceridian), Learning Management System (Cornerstone), etc. and demonstrated experience working with SharePoint.
• Able to effectively communicate technical concepts to non-technical people

Salary: $ 88,015.20 per annum (2023 Rate)

How to Apply:

E-mail your cover letter and resume, quoting the Job Posting #, to [email protected]. We thank all applicants and advise that only those selected for an interview will be contacted.

The Toronto Public Library invites applications from all qualified individuals. The Library is committed to employment equity and diversity in the workplace and welcomes applications from visible minorities, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity.

Upon request, accommodation will be provided for persons with disabilities through all stages of the recruitment and selection process.