Informatics Planning and Services

Transcription

1 1. IDENTIFICATION Position No. 14-NEW Job Title Mobile Client Services Coordinator Supervisor s Position Manager GN Service Desk Department Division Region Location(s) Community and Government Services Informatics Planning and Services Headquarters Iqaluit Fin. Code 2. PURPOSE Main reason why the position exists, within what context and what the overall end result is. The position will report directly to Manager GN Services Desk within Information Communication Technology (ICT) section of the Informatics Planning and Services (IPS) division. This position will work with (GN) mobile device and accessory service providers and vendors. This position will provide planning, testing, implementation and operational phases of new products and existing services. This position will also work cross-functionally to plan, educate, and launch new mobile and portable devices and accessories for all GN Departments. The position will understand the relationship between product development and overall customer experience. 3. SCOPE Describe in what way the position contributes to and impacts on the organization. The Mobile Client Services Coordinator position is located in Iqaluit, Nunavut and will report directly to the Manager GN Services Desk within Information Communication Technology (ICT) section of the Informatics Planning and Services (IPS) division. Successful execution of this role will be achieved thru: Coordination of support for all GN mobile wireless devices, activation of cellular phones and related wireless and cellular voice devices from multiple service providers and vendors. Respond to customer inquiries and questions related to wireless and cellular technologies. Utilization of various software programs and methodologies to implement and coordinate the s mobility operations. Overseeing all wireless and cellular mobility devices and services that will connect to the GN infrastructure including Blackberry Enterprise Services, Microsoft Active Sync, laptop and tablet based mobile devices. Conduct research into mobile wireless and cellular devices and services including related service providers and vendor products. Page 1

2 4. RESPONSIBILITIES Describe major responsibilities and target accomplishments expected of the position. List the responsibilities that have the greatest impact on the organization first and describe them in a way that answers why the duties of the position are being performed. For a supervisory or management position, indicate the subordinate position(s) through which objectives are accomplished. Human Resources: Coordinate the support and implement new and existing mobile devices that includes tablets, laptops, mobile phones and other handheld network managed devices. Financial: Develop, document, make recommendations and communicate plans for investing in new and existing mobile devices including potential cost reduction opportunities. Aiding in the delivery of capital infrastructure and related project initiatives within defined budgets and timelines, where it applies to enhancements, upgrades or additions mobility services Technical: Manage, maintain, support, troubleshoot and optimize mobile devices which include tablets, laptops, mobile phones and other handheld network managed devices. Monitor and track incidents and trouble calls in the Heat ticketing system in support of the incident and problem management process. Recognize high priority tickets and take action within the expected response times. Resolve related escalations from the IT Service Desk and handle client support requests as well as take ownership of product issues and ensuring closure is achieved. Provide timely and valuable assistance to department staff in relation to their use of the supported systems and other technical matters, in accordance with department standards, user objectives and management policy. Coordinate changes or updates to Blackberry Enterprise Server or Microsoft Active Sync in relation to mobile devices. Developing written and visual instruction manuals, quick reference cards to ease customer application uptake, acceptance and use. Coordinate service orders for equipment including activation, programming, testing, detailing, and adding features, deactivation and inventory. Provide referral and resource information to users of mobile devices, tablets, mobile phones and other handheld network managed devices in an effort to import overall customer services and support. Correspond with customers, vendors and technicians via phone, electronic and voice mail. Support communication equipment and mobile devices (firmware update, configuration changes, etc.). Apply diagnostic utilities to aid in troubleshooting. Establishing standards of performance, setting goals and priorities, providing advice and guidance to peers while monitoring project initiatives. Contribute to aspects of development and testing infrastructure changes for the GN. Maintain a solid understanding of Information Technology Infrastructure Library (ITIL) processes including quality assurance, testing, release and change management. Assist in the development and evaluation of related Request for Proposals (RFP s) and Request for Information (RFI s). Page 2

3 Contribute to the design and development of Disaster Recovery (DR) and Business Continuity Plans (BCP) and related infrastructures in conjunction with departmental program delivery requirements. Establish back-up and restoration procedures for GN mobile devices including the verification of these procedures to ensure data integrity. Security: Develop and deploy security and device management policies on GN mobile devices. These policies can be enabled on the Core GN Infrastructure to protect mobile devices and the data that resides on them. Promote the Enterprise Mobile Device Security Architecture and solutions. Identifies and keeps current on latest trends and developments on mobile threat/it security. Development of solutions involving many facets of the IT & IM infrastructures of the GN. The design, installation, configuration and deployment of solutions involving IT infrastructure and related equipment will be expected to follow strict security standards and related policies. Work in conjunction with other technical and network security staff and resources to establish security guidelines, policies and processes. Standards Compliance: Research and evaluate service offerings by wireless cellular, and other related voice wireless vendors. Assist the Department in long-term strategic planning for mobility services. Keep abreast of what the future is bringing in terms of new products and enhancements to products and how those changes affect GN business functions. Develop and maintain a repository of configurations, solutions, standards, and templates, which enable rapid building, integration and installation of specific solutions Create current and future state workflow assessments to ensure technology changes that are implemented to meet the requirements of the client departments. Participate in on-the-job training and/or attend appropriate training courses in order to understand mobile device communication systems and keep current with changes in radio communications and mobile technology. Participates and/or facilitates facility, inter-facility, regional and territorial meetings that provide a forum for discussion of mobile/system issues. Prepares and maintains documentation, including procedures, system specifications, technical documentation, computer training materials and user manuals. Create a knowledge base on daily operations and configurations of all GN mobile devices. Adhere strictly to Change Management procedures and direction from management relating to any standard variances that have been identified before taking corrective action in accordance with accepted ITIL standards. Ensuring that services and products delivered by external vendors comply with standards, quality, contract terms and required service levels. Will initiate remedial action to correct problems and resolve issues. Adhere to departmental standards and guidelines for the development, implementation and support of Informatics business solutions. Developing written and visual instruction manuals, cheat sheets, quick reference cards to ease customer application uptake, acceptance and use. Participate in service level agreement negotiations. Page 3

4 5. KNOWLEDGE, SKILLS AND ABILITIES Describe the level of knowledge, experience and abilities that are required for satisfactory job performance. Knowledge identifies the acquired information or concepts that relate to a specific discipline. Skills describe acquired measurable behaviors and may cover manual aspects required to do a job. Abilities describe natural talents or developed proficiencies required to do the job. These requirements are in reference to the job, not the incumbent performing the job. The Mobile Client Services Coordinator will require a diverse background with recent experience across many areas of mobility and wireless infrastructures. The experience is gained with direct support within the last three to five years. The incumbent is required to have a specialized knowledge of the techniques and procedures used to develop, implement and maintain mobile information systems. Education and Experience: This Mobile Client Services Coordinator will have a Diploma in Informatics Technology or recent and adequate experience in an Informatics technical support operation of comparable size and complexity to the. The experience is gained with direct support of similar systems within the last three to five years. The candidate must have a proven ability to analyze complex symptoms and to propose solutions to problems not previously encountered. Comparable knowledge in the following areas: Recent experience in wireless network (Wi-Fi) setup, mobile device management and cellular networks. Recent experience in management, maintenance, support, troubleshooting and optimization of mobile devices which include tablets, laptops, mobile phones and other handheld network managed devices. Proven experience in technical support documentation skills. Recent experience in service delivery and helpdesk support processes. Experience in Customer Memorandum of Understanding (MOU), Service Level Agreement (SLA). Service Level Expectations (SLE) methodologies, contracting methodologies and vendor management. Experience analysing departmental standard operating procedures, guidelines, policies and business processes. Proficiency with Office productivity suites such as Microsoft desktop applications: (Word, Excel, PowerPoint and Visio) This is a Highly Sensitive Position, clean criminal record and vulnerable sector check are required Personal Attributes: Effective oral and written communication skills are required. Ability to effectively work within a culturally diverse team from multiple technical backgrounds to excel at accomplishing a common goal for the benefit of the and all Nunavummiut. Strong presentation and interpersonal skills and the ability to present ideas in a user-friendly language. Fundamental understanding of network and Internet concepts (e.g., Web browsers, TCP/IP, SSL, HTTP, etc.). Ability to comprehend and interpret technical documentation and procedure manuals. Superior judgment, strategic-thinking, analytical, conceptual and the ability to analyse complex problems, develop and assess options, establish priorities and determine appropriate courses of Page 4

5 action. Ability to conceptualise and provide support to senior management in the strategic planning and management of interoperability IM/IT projects. Ability to develop operational documentation, plans, policies, systems and service standards. Additional Assets & Considerations: Information Technology Infrastructure Library (ITIL) certification. Fluency in an additional Official Language of Nunavut will be considered an asset for this position. Proven experience in project and contract administration within an enterprise level IM/IT environment. Cost Management, Risk, Contingency and Disaster Recovery Management abilities. Exposure to satellite network communications. Awareness of the Nunavut Informatics environment, including knowledge of the Informatics Planning and Service Division mission, organizational structure, mandates and technical infrastructure. Knowledge of the mandates and program activities of the various departments of the Government of Nunavut. Knowledge of relevant legislation and regulations applicable to information management and information technology (Access to Information and Privacy Acts, Consulting and Audit Canada standards, etc.) in order to ensure systems integrity, reliability and security. 6. WORKING CONDITIONS List the unavoidable, externally imposed conditions under which the work must be performed and which create hardship for the incumbent. Express frequency, duration and intensity of occurrence of physical demands, environmental conditions, and demands on one s senses and mental demands. Physical Demands Indicate the nature of physical demands and the frequency and duration of occurrences leading to physical fatigue. Most of the incumbent s time will primarily be spent in a sitting position at a computer screen and spending large portions of time using LAN or cell phones. Ability to lift up to 32kg. The work may require movement from one building to another. Travel to outlying communities connected to the GN network for capital infrastructure deployments or assessments may be necessary on occasion. Environmental Conditions Indicate the nature of adverse environmental conditions to which the jobholder is exposed, and the frequency and duration of exposures. Include conditions that disrupt regular work schedules and travel requirements. Page 5

6 May require working in an open office setting, and sitting at a computer for periods up to 100% of the working day with continuous exposure to glare from the computer monitor. The work may require spending periods with noisy equipment. The work requires travel to attend departmental meetings and work sessions, to visit client sites, or to attend conferences and seminars, which results in absences from the office and home occasionally for extended periods of time. Travel could be via small aircraft and over remote arctic areas. Sensory Demands Indicate the nature of demands on the jobholder s senses to make judgments through touch, smell, sight and hearing, and judge speed and accuracy. Work requires intense focus on complex variable information patterns for extended periods and a level of skilled visual acuity to understand and manipulate information on a computer screen. The work will at times require significant focus on a computer screen while composing and reviewing correspondence, reports, project proposals, analyses and plans which could be subject to interruptions in the form of visits from clients, managers, staff and vendors, telephone calls, and distractions from office conversations. Mental Demands Indicate conditions that may lead to mental or emotional fatigue. This highly stressful position frequently requires working with complex issues under urgent conditions leading to mental fatigue, tension, irritability and strained professional and personal relations. Pressures from enterprise ICT infrastructure and Application Systems requirements of the GN are compounded by unrealistic deadline expectations, which then require dealing with confrontational clients and concerned management expecting immediate resolution. Due to the rapidly evolving nature of Information Communications Technology and Information Management environments, the work also demands a constant extracurricular effort to maintain technical currency. Page 6