Judicial IT Support Officer

The Judicial Information Technology Office of the Ministry of the Attorney General is looking for IT professionals to provide advanced technical support to critical applications used by Judiciary and Courts of Ontario, such as the Zoom meeting platform that enables virtual court appearances.

OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:

We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.

We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.

Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.

We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.

What can I expect to do in this role?

You will:
• work within the complex and diverse business requirements of the three Courts of Ontario and lead the resolution of complex IT issues that impact court operations by collaborating with incident management, service management, operations, business clients, service providers, and vendors
• test and document new functions and processes that can benefit the courts, provide technical guidance and training, and collaborate with other technical teams to achieve project goals and end-to-end service resolution
• manage multiple incident queues, ticket assessment and assignment, ticket resolution and reporting (QM role)
• perform incident trend analysis, identify risks, resource requirements and impacts on stakeholders and users, and manage ITSM processes and implement improvements
• work closely with clients to understand, gather and assess business requirements
• participate in, prepare and provide advice on system improvements, and lead and coordinate communications with clients
• develop training packages and documentation (user manuals, guides, and online help) and ensure integrity and compliance with government service delivery objectives and OPS standards

Note: This position may require on call availability.

Location: Toronto

How do I qualify?

Technical Knowledge and Experience

• you can provide hardware, communications, applications, and network support including providing on site expertise to end-users
• you have knowledge of hardware, software operations and utilities, videoconferencing platforms (including Zoom, Teams, Cisco, and others) productivity tools (especially Microsoft 365), client server architecture, PC technologies, online processing systems and database management systems, scripting, desktop and server-based technologies, InTune, VPN, and Internet technologies
• you have experience of ITIL processes (incident, problem, and change), security methodologies, training methodologies, techniques and development tools and applicable industry guidelines such as web accessibility
•  you have experience with courtroom technology, such as Digital Recording, Video Networking (Zoom), Digital Signatures, Entrust, Adobe and PowerBI.
• you have an understanding of ministry and/or court related applications (e.g. CaseLines)

Analytical and Problem-Solving Skills:

• you can collect information on IT related business requirements, analyze information, system, and testing needs and participate in developing recommendations on appropriate solutions
• you can identify, evaluate severity and root cause analysis, manage problems/incidents and recommend solutions to meet user needs
• you can provide guidance and expert input to other team members as required for problem resolution
• you can assist clients in identifying Information Technology priorities based on user needs and ministry goals/objectives

Leadership and Organizational Skills:

• you have experience of team leadership techniques to co-ordinate and oversee a wide range of small and medium sized projects related to the judiciary and courts operations, including analysis, testing, and implementation activities of a team of IT support professionals, and all systems documentation
• you can set priorities, assign activities, provide technical guidance and training and collaborate with other technical teams to achieve project goals and end-to-end service resolution
• you can address workload and backlog priorities, categorize issues, track and resolve network/application/system problems

Communication and Client Relationship Skills:

• you have strong oral and written communication skills and can interview clients to discuss/assess needs, explain technically complex information to resolve problems and recommend solutions
• you are able to prepare a variety of technical documentation including systems documentation, systems options and training manuals
• you can summarize test results to explain technical issues and provide solutions to technical and non-technical staff
• you can foster and manage good working relationships with colleagues, service providers, users, management and executives to achieve service excellence
• you can resolve issues and manage de-escalations or escalations as may be appropriate
• you can liaise between ministry clients and vendors to ensure that we are making the best possible use of provided applications

Salary Range: $1,512.75 - $1,933.38 Per Week

Additional Information

Address:

1 English Permanent, 180 Dundas St, Toronto, Toronto Region, Criminal Record and Judicial Matters Check

In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.

Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.

A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential.

Please apply online, only, at www.ontario.ca/careers, quoting Job ID 213784, by Tuesday, July 16, 2024. Please follow the instructions to submit your application. Faxes are not being accepted at this time.

If you require accommodation in order to participate in the recruitment process, please contact us at www.gojobs.gov.on.ca/ContactUs.aspx to provide your contact information. Recruitment Services staff will contact you within 48 hours. Only those applicants selected for an interview will be contacted.

The Ontario Public Service is an inclusive employer. Accommodation will be provided in accordance with Ontario’s Human Rights Code.

www.ontario.ca/careers