Responsibilities:

• 
  Provides systems administration and systems operations
  support, including setting up user access, user profiles, backup and recovery,
  day-to-day computer systems operations.
• 
  Perform software upgrades, apply patches, and provide
  customer interface to ensure requested changes are implemented, monitor
  computer workload trends and make adjustments to ensure optimum utilization of
  computer resources.
• 
  Upkeep, configure, install and support the clients’ network
  and coordinate the various systems.

General Skills:

• 
  Experience at the specified experience level setting up user
  access and user profiles, backup and recovery, and day-to-day computer systems
  operations
• 
  Experience with one or more operating systems
• 
  Experience with one or more hardware platforms
• 
  Experience with information retrieval packages
• 
  Experience with one or more communications protocols
• 
  Experience with middleware and gateways
• 
  Excellent analytical, problem-solving and decision-making
  skills; verbal and written communication skills; and interpersonal skills
• 
  A team player with a track record for meeting deadlines

Desirable Skills:

• 
  Experience with distributed and networked systems
• 
  Awareness of emerging IT trends Experience in one or more
  programming languages
• 
  Knowledge and understanding of Accessibility for Ontarians
  with Disability Act (AODA) and related regulations and standards

Requirements

Experience and Skill Set Requirements:

Must Haves:

• 
  Identify and provide solutions to complex application
  development problems.
• 
  Experience solving issues with contact center solutions
  including AWS products such as Amazon Connect (
  primary
  ), ComputerTalk
  (Icebar application-
  secondary
  ), NICE - workforce management
  applications
  (nice to have)
• 
  Ability to acquire knowledge of program area, IT Systems and
  business environment.
• 
  Perform software upgrades, apply patches, and provide
  customer interface to ensure requested changes are implemented, monitor
  computer workload trends and make adjustments to ensure optimum utilization of
  computer resources.

Nice to have:

• 
  Knowledge or gain knowledge in the Public Sector / OPS IT
  Service Management framework.
• 
  Open to learning new Contact center solutions applications.

Skill Set Requirements:

Knowledge:

Job requires:

• 
  Specialized technical application development knowledge in
  more than one field (e.g.: networks, mid-range server, related hardware and
  software, systems analysis, design, development, testing, implementation,
  installation, relational database technologies, operational techniques and
  methods for technology, data, applications, networking, and/or security) to
  plan, execute and evaluate very diverse application development activities
  which require analysis and interpretative reasoning and which may also be broad
  in scope; contribute technical knowledge to the vendor selection process; make
  technical recommendations; identify and refer problems, and provide viable
  options and solutions; provide draft procedures.
• 
  Thorough knowledge of client's I&IT needs and business
  environment to define technical scope of work with Manager; develop specialized
  technical RFP specifications; assist in negotiating SLAs.
• 
  Situational and project/operational/service management
  skills.
• 
  Problem-solving techniques to provide leadership and
  solutions, which deal with complex application development problems efficiently
  and effectively.
• 
  RFP and tendering process, contract management to ensure own
  input is compliant with corporate standards and client needs.
• 
  Customer service techniques to provide data, reports,
  problem resolution, education/information.
• 
  Change management, training and education, especially for
  non-technical or first-time users;
• 
  Project/element, program and service costing and cost
  control.
• 
  Examples of cluster applications can be seen at the end of
  this report.

Skills:

Job requires:

• 
  Reasoning, planning, analyzing and assessing to ensure that
  very diverse and broad-scope application development needs are identified;
  technical work and services are planned, scheduled, monitored and evaluated,
  and that innovative solutions are provided for management and clients.
• 
  Judgement to make timely and appropriately researched and
  evaluated recommendations; assign tasks; manage relationships.
• 
  Team leadership to plan group work, and develop and
  encourage teamwork, good morale and high performance.
• 
  Written and oral communications to write, explain and
  present complex technical reports and recommendations for non-technical
  audiences and/or decision-makers; establish effective working relationships and
  provide instruction for less experienced team members; negotiate with vendors;
  provide draft procedures.

Communication Skills:

• 
  Ability to explain technical terms related to Application
  Support in non-technical terms.

Public Sector / OPS Experience