Senior Support Analyst Jobs

Bring your senior level technical expertise to the Justice Technology Services, MAG Solutions Branch in supporting Justice I&IT Systems and other in-production information technology systems.

Your incident management, problem management and change management skills will be tested in this role, as you will also provide technical services to end users within Ministry and clients across the branch.

Note:This position is located in Toronto, however the successful candidates will have the option of working from one of the following office locations:

• 21 College Street, Toronto

• 200 First Avenue West, North Bay

Apply via below link-

Responsibilities

As a Senior Support Analyst, you will:

• Provide senior level technical leadership and expertise across all technology domains in supporting Justice Business Critical Systems and other in-production information technology systems on a 7x24 basis, including incident management, problem management and change management.

• Provide technical services to clients within Ministry and clients within and across the branch in the planning, maintenance and deployment of releases and upgrades of major IT hardware and software products.

• Identify and analyze technical requirements of three-tier applications, improving systems performance and conduct troubleshooting and resolution of high severity incidents to ensure systems meeting Service Level Agreements with high availability and stability.

• Provide technical services for the development of computerized solutions to information problems in support of end users, problem resolution, advice and support in all areas of information technology infrastructure to other analysts within the section and the interpretation of ministry guidelines and procedures for end users and line managers.

• Develop proactive and preventative monitoring capabilities for critical Justice IT applications by identifying and analyzing systems vulnerability

• Provide technical services for solving problems arising from Justice applications' current technology and future development, and for deployment of new releases and upgrades of application software for Justice systems.

• Coordinate all office productivity infrastructure technology activities including microcomputer hardware and software troubleshooting

• Provide technical expertise to perform Disaster Recovery Planning (DRP) exercise to ensure timely recovery of Justice Mission Critical Systems in case of any disasters

Qualifications

Information Technology and Technical Expertise

You have:

• The ability to provide technical expertise for the planning and maintenance of computer hardware and software products in a Windows and Linux/Unix environment

• Knowledge or .Net Technologies, Web Services, WPF, WCF, Oracle Application Server (OAS), VM Ware, SQL Server

• Good understanding of NetWorks & Firewalls, LVS (Linux Virtual Server)

• Experience in the use of information retrieval packages using SQL (like building reports)

• Demonstrate experience in implementing a secure application infrastructure for COTS and custom build applications

• Knowledge of ITSM and ITIL processes and best practices, and LAN, WAN, database, and Internet technologies in Windows server environments

• Knowledge of three-tier application hardware and software architectures to analyze existing ministry technology and identify improvements/developments which will respond to technical design problems and improve administrative productivity

• Knowledge of IT Security protocols, design principles, and best practices to ensure that ministry data and information assets have appropriate safeguards consistent with OPS policy and practices

Analytical and Problem-Solving Skills

• You can provide interpretation and explanation of policies to users/managers

• You can assess technical design problems and develop computerized solutions to information problems in support of end users which are cost effective and improve client program/service delivery

• You can assess problems referred to by other analysts in the section, identify and resolve problems impacting the information technology infrastructure and diagnose and resolve the more complex end user operational problems with hardware and software

• You can solve problems under pressure for incident management and problem management and database applications (oracle forms/database, crystal reports)

Communication Skills and Other Essential Knowledge

• You can discuss client requirements; lead discussion of technology acquisition options and technical processes; and discuss acquisition recommendations with clients

• You can provide troubleshooting to customer sites and colleagues and promote the services of the MAG Solutions Branch to clients and stakeholders

• You can prepare cost benefit analyses, project proposals and reports; explain analyses/recommendations; develop policies and operations guidelines for the acquisition and use of microcomputers

• You can acquire and apply knowledge of ministry/government IT related policies/procedures/directives/guidelines to evaluate impacts of options on service delivery potential impacts of change and co-ordinate initiatives and to ensure integrity of standards/policies

• You have excellent oral and written communication skills to clearly provide instructions to team members and third-party vendors, interview users/managers and clarify requirements

Organizational Skills

• You can prioritize and coordinate multiple projects

• You can determine priorities, when timelines conflict; and recommend changes to particular components of projects to improve efficiencies and capabilities of end product