Information Management Officer (LEITP - IT Professional)
LEITP Officer (Information Management Officer) Selection Process Nº: 71018-67
Salary: $78,937.00 USD per annum plus benefits
Contract Type: Indeterminate (Full-time)
Term Details: This position is a Locally Engaged Staff position, subject to the Terms and Conditions of Employment for LES in USA.
Job Function: Officer
Classification: LE - O1
Location: the Embassy of Canada to the United States
Number of Vacancies: 1
Closing date for application: 16 June, 2022 at 23:59 UTC/GMT -4:00
Summary of Duties:
Under the supervision of Global Affairs Canada, the incumbent will perform the below key responsibilities:
- Identify, resolve, and document Information Management and Technology (IM/IT) incidents reported by mission clients; Provide technical and procedural guidance on the use of LAN and associated IM/IT equipment; Provide one-on-one IM/IT coaching to mission clients as required/requested; Document resolutions of common or recurring IM/IT incidents for mission clients and share information with IM/IT support community;
- Monitor the mission’s IM/IT ticketing system and mission’s IM/IT mailbox on a day-to-day basis to action IM/IT incidents; Setup, support, and disassemble temporary IM/IT equipment required by sections or programs in/out of the mission; Identify, analyze, and document problems encountered on the IM/IT infrastructure; Coordinate and facilitate assistance from outside service technicians (3rd party support) as required; Provide technical and procedural guidance on the use of Audio/Video conferencing and associated equipment;
- Keep abreast of IM/IT developments within and outside of Global Affairs Canada and if appropriate, recommend use at the mission for added efficiencies and cost savings; Provide mission staff advice and guidance regarding cloud applications such as Microsoft 365.
Area of Selection:
Open to internal and external applicants who are residents of the United States having independent work authorization and status in accordance with U.S. protocol directives for employment in a foreign mission (US Citizens, Legal Permanent Residents or A, G or NATO-2 category visa-holders) who meet all of the essential requirements stated below and whose applications are received by the closing date. Please note that the mission will not reimburse relocation costs under any circumstance and that the mission does not sponsor work authorizations directly or indirectly.
The Government of Canada is an equal opportunities employer and welcomes applications from diverse sections of the community. Candidates will be considered based on merit. Our organization offers an inclusive workplace where respect, teamwork, and collaboration are part of our culture. Canada’s missions abroad are committed to promoting and supporting an environment free from harassment and discrimination, as well as encouraging and supporting employees to learn and develop their skills and competencies.
- Candidates will initially be screened against the Essential Qualifications relating to education, language* and experience. Candidates must clearly demonstrate when applying to the position how they meet each of these essential qualifications.
*Language will be assessed further during the process.
Candidates will be required to provide proof of the completion of their education.
- Graduation from a college or university with a specialization in computer science or related discipline.
- Proficiency in English (reading, writing, comprehension and speaking).
- A minimum of 2 years’ experience providing direct Information Management and Technology (IM/IT) support and coaching to users by e-mail, video/telephone conference, Microsoft Remote Assistance and in person, within a Service Desk environment, supporting Microsoft Windows products and devices; A minimum of 2 years’ experience in supporting a Local Area Network (LAN) and its components; A minimum of 2 years’ experience in supporting and managing standard end-user computing devices, such as Microsoft Windows-based desktops and laptops, as well as smartphones (Android and/or iOS); A minimum of 1 year experience in supporting Microsoft 365 collaboration tools like: Teams and SharePoint.
The Rated Requirements are part of the essential qualifications and are relating to knowledge, abilities and competencies. Methods of assessment for rated requirements may include, but are not limited to, a written examination, an oral interview (online pre-recorded/live or in-person), role-play, practical tests, presentations and/or psychometric assessment.
- Knowledge of industry standard Information Management and Technology (IM/IT) elements such as: user interfaces, devices, connectivity options, and collaboration tools; Knowledge of documenting, troubleshooting and escalating techniques used in the resolution of technical incidents pertaining to Information Management and Technology devices and infrastructure; Knowledge of the capabilities and functionality of the Microsoft 365 suite of applications such as Teams, OneDrive, and SharePoint and how they support collaboration.
- Client Focus; Initiative; Teamwork; Analytical Thinking; Continuous Learning.
- Ability to analyze and evaluate information Ability to prioritize Ability to identify issues, solve problems and provide effective recommendations Ability to manage multiple tasks while meeting tight deadlines and adaptading to changing priorities Ability to communicate effectively orally Ability to communicate effectively in writting
Preference may be given to candidates who meet the Asset Qualifications. Where applicable, candidates must clearly demonstrate how they meet any asset qualifications.
- Proficiency in French (written and oral)
- Experience working in an international environment such as an Embassy, International Organization or Multi-National Company; Tracking and escalating service issues using a problem tracking system such as BMC Remedy;
- Certification in Microsoft 365, Office 365, Teams, SharePoint, etc. IT Service Management Certification such as ITIL
- Hours of work: Normal hours of work for this position are in accordance with Locally-Engaged Staff regulations of 37.5 hours per week. The successful candidate must be willing to work overtime on occasion and when required. Undergo training as required;
Conditions of Employment:
Conditions of employment must be met or complied with before being appointed to a particular position, and are to be maintained throughout the employment while being the incumbent of this position.
- Valid work authorization: Ability to obtain and hold a valid work authorization covering the entire employment period. Security screening: Obtain and maintain a Reliability Status (security level) which includes a criminal and credit background check from the Government of Canada covering the entire employment period. Vaccination compliance: All new hires on or after the effective date of October 6, 2021 are required to be fully vaccinated against COVID-19 as a condition of employment and to attest that they are fully vaccinated against COVID-19 prior to their starting date unless accommodation measures are granted.
Other conditions of employment:
Must have Independent work authorization in the United States and status in accordance with United States protocol directives for foreign missions. In this respect, applicants must confirm independent work authorization in the United States (e.g. US Citizen, U.S Legal Permanent Resident (LPR), or specific visa categories (e.g. dependents of Diplomatic and Official Visas holders)) as required by the Department of State for employment in a foreign mission.
Special Request from Mission / Additional Comments:
We offer a competitive salary, generous leave, 12 weeks of paid parental leave and a strong benefits package that includes medical, dental, long term disability and a retirement savings plan. Please find a summary of our benefits package and information on employment eligibility at:
How to Apply
- You must submit your application using the "Apply online" function. Only applications submitted via VidCruiter will be considered, unless a valid reason is presented and accepted prior to the closing date. Do not include personal data such as; age, date of birth, gender, marital status, family status, religion or a picture in your application form, CV nor cover letter (as required). Please only include information relevant to the vacancy as requested in the job poster. You must clearly demonstrate in answering the screening questions how you meet the education and experience factors listed in the essential and asset qualifications. You must provide specific examples to demonstrate clearly how you meet the qualifications. Global Affairs Canada cannot make any assumptions about your studies nor experience. Simply saying you have the required qualifications or listing your current duties will not be sufficient. Instead, you must provide concrete and detailed examples that clearly explain where, when, and how you gained the experience. No additional information will be sought beyond what you submit in your online application. Candidates may be required to upload a CV and/or a cover letter in English or French. These documents may be used as a secondary source to validate the answers to the screening questions. Applications which do not include all of the requested documents or information and/or which are not received by the closing date will be rejected. Candidates who are unable to submit their application due to technical difficulties must report these to LES-E-Recruitment-WSHDC@international.gc.ca prior to the closing date. Failure to do so will result in the application being rejected.
- Only applications submitted in one of the official languages of Canada will be accepted (English or French). The language requirement for this position is identified under the essential qualifications (language). In consequence, the assessment process for this vacancy will be conducted in English and French. Communication for this process will be sent via email. It is the responsibility of the candidates to ensure accurate contact information is provided and updated as required.
- Candidates must provide an email address that accepts email from unknown users and regularly check their email, including spam folder. Reference checks may be sought for candidates who succeeded all of the assessments. Please note that the Embassy of Canada to the United States does not reimburse any travel costs to and from interviews/exams nor does it reimburse any relocation costs. Before an offer of employment can be made, successful candidates must provide a local residence address as proof of residence in the specified area of selection. This information is necessary to issue a letter of offer. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please contact us at LES-E-Recruitment-WSHDC@international.gc.ca to request specialized accommodation. All information received in relation to accommodation will be kept confidential. The results of this selection process may also be used to establish one or more pools of fully or partially qualified candidates for similar term, indeterminate, part-time or full-time openings at the Embassy of Canada to the United States which might arise following the completion of this selection process. For Canadian citizens/residents and Canadian dual nationals, please note that it is your responsibility to enquire with the Canadian Revenue Agency about any possible taxation implications linked to an employment with the Government of Canada.