Operational Support Analyst (Program Admin Officer 1-2)

ABOUT THE DEPARTMENT OF CYBER SECURITY AND DIGITAL SOLUTIONS (CSDS)

At CSDS, we prioritize people—both within our team and in the communities we serve. Our mission is to redefine how Nova Scotians engage with government by creating accessible, reliable digital solutions centered around user needs.

In today's tech-driven world, CSDS empowers government departments with essential digital solutions to meet Nova Scotians' expectations. As a trusted partner across government, we enable departments to fulfill their mandates with secure, user-friendly services. From healthcare and education to public safety, we collaborate to transform how services are designed and delivered.

We don't just implement technology; we modernize outdated systems and reimagine processes. Our agile, data-driven approach ensures that digital services are both efficient and adaptable to Nova Scotia's evolving needs.

Joining CSDS means contributing to work that makes a real difference. From providing vital tech support to healthcare professionals to strengthening cybersecurity and developing scalable digital platforms, you'll play a key role in building a more inclusive, responsive government for Nova Scotians.

Together, we're setting new standards for digital public service, delivering resilient solutions that meet today's needs—and anticipate tomorrow's challenges.

About the Opportunity

As an Operational Support Analyst, you will be responsible to provide daily operational, program and application support for our business partners and end-users of the Labour Market Program Support System (LaMPSS). You will play a critical role as part of a high-performing multi-disciplinary team that supports a diverse group of programs across multiple departments, whose staff and community-based partners use the LaMPSS system for grants management and case management.

The fulfilment of this responsibility involves extensive liaison with a wide range of internal and externals stakeholders including business clients, technical and non-technical staff, consultants, external vendors, external organizations, and citizens.

This position reports to the Manager, LaMPSS Application Support.

Key Responsibilities

• Leverage knowledge and expertise of the supported application to advise and support program staff and external users.

• Lead the intake, classification, prioritization, and workflow of support tickets, including incidents, service requests, enhancements, change requests, and problems.

• Ensure requests for support are dealt with according to set standards and procedures.

• Maintain system registries, reviewing system data quality, and resolve data issues.

• Collaborate with cross-departmental staff to setup/modify Supplier accounts for payment processing.

• Maintain user access, assigning/removing security roles and performing routine auditing of user accounts.

• Monitor and maintain records for compliance and audit; review system audit trails.

• Monitor Payment processing, identifying any issues or errors, and collaborate with business/technical teams to take immediate corrective action.

• Analyze and troubleshoot support incidents, collaborate with others to investigate or determine the appropriate course of action to restore services with minimal downtime.

• Manage priorities and work effectively to reach expected service standards for clients.

• Develop system support processes, procedures, knowledge bases, user guides, and training materials to support program delivery.

• Support system development efforts by providing subject matter expertise for design and testing.

• Support program trainers in understanding new system functionality and its relationship to existing program policies; may deliver training when required.

• Validate system changes by creating/updating test plans, identifying test cases, participating in testing cycles, and documenting system defects.

• Develop and maintain efficient communication and feedback channels with business partners, team members and other stakeholders.

• Coach and mentor team members.

• May perform other related duties as assigned.

Qualifications and Experience

This might be the right opportunity for you if you have a Bachelor's degree plus one (1) year related experience; an equivalent combination of training and experience may be considered. Related experience is defined as: experience in a client-facing support role providing program, business, operations, production, or end-user support.

You can demonstrate, with experience, the following qualifications:

• Excellent customer service skills, and ability to build relationships based on empathy and trust, with a user-centric approach.

• A highly motivated and self-directed individual who takes initiative and is equally comfortable working independently or collaboratively as part of a cross-functional team.

• Strong problem-solving skills, with ability to identify root causes, analyze alternatives, evaluate risk, and recommend suitable options.

• Excellent planning, organization and prioritization skills; ability to prioritize work to meet deadlines, and shift priorities to meet changing demands and support requirements.

• Excellent communication, interpersonal and consultative skills, with the ability to navigate conflict and work effectively with clients, peers, vendors, business, and technical staff.

• Experience writing clear and concise documentation, e.g. processes, procedures, FAQs, user guides, training materials, test plans, etc.

• Expertise in standard office software tools, specifically MS Office (Word, Excel, PowerPoint), MS Visio, Adobe.

• Experience with IT Service Management tools, e.g. support tickets.

Assets

• Experience testing software, including test planning, establishing acceptance criteria, developing test cases, executing tests, logging/tracking defects, and reporting.

• Experience with the LaMPSS system, labour market development initiatives, funding program policies and procedures and/or case management systems would be considered an asset.

• Working knowledge of government and department procedures relative to systems development and support.

• Bilingual (English / French)

We will assess the above qualifications and competencies using one or more of the following tools: written examination, standardized tests, oral presentations, interview(s), and reference checks.

Benefits & Perks

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.

• Secure Your Future: Access a defined benefits pension plan for a stable retirement.

• Annual Leave & Holidays: Start with 3 weeks (15 days) of annual vacation.

• Supportive Leadership: Our leadership prioritizes flexibility, communication, and enabling your success.

• Support in Times of Need: Rely on short- and long-term support options tailored to help you and your family when it matters most.

• Employee and Family Support: Access our Employee and Family Assistance Programs for comprehensive resources and guidance.

• Cross-Sector Collaboration: Engage with various stakeholders and government departments, building expertise and connections that enrich Nova Scotia's future, and your own professional development.

• Growth & Development: Explore career paths in specialized areas like digital service design, cybersecurity, enterprise risk, digital platforms, mission IT, and more.

• Lifelong Learning: Expand your skills with ongoing training and development opportunities.

• Professional Advancement: Dive into public service with endless opportunities for growth, learning, and meaningful contributions.

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government