PERMANENT EMPLOYMENT OPPORTUNITY
Senior Technical Support Representative
Halifax, Nova Scotia

About the Workers' Compensation Board of Nova Scotia

Workers' Compensation Board of Nova Scotia (WCB) is the province's provider of workplace injury insurance. We inform and inspire Nova Scotians in the prevention of workplace injury. But if it occurs, we support those whose lives it touches by championing a timely return to safe and healthy work. We also provide caring, compassionate support in the wake of workplace tragedy. Our employees describe the culture as Collaborative, Evolving, Service-Minded and Team-Focused.

About the Role

Work in this role incorporates a variety of tasks, aimed primarily at ensuring the full and most productive day-to-day use of information technology within the WCB. This position performs a first and second level support role for the Board's technical, software and communications systems.

Work involves solving first and second level support problems with little outside support, setting priorities of problems and co-ordinating service delivery of these problems. At a Board-wide level, work involves providing day to day problem analysis and determine a resolution when problems with hardware, software, procedures and production problems are discovered.

A large component of this position is the role of liaison between the end user and internal ITS teams and involves facilitating with ITS to meet user's expectations and to enhance the usage and productivity of the Board's information systems. Facilitating, in this aspect also involves measurement of service levels, tracking disruptions in service and reporting deviations to service on a timely basis. Work involves the design, creation and enforcement of standards for the Problem/Service Tracking Software used at the Board. This tool is critical to the Service Level Agreements the Board has with internal and external service providers.

The incumbent is expected to recognize trends and to extract input from the user community on user satisfaction, service level changes, user requirements and training needs, as well as to identify areas where the Board's processing capabilities are not being fully exploited and increase the efficiency and productivity of the information services. Developing, designing and conducting technical training sessions in group and individual settings are a regular part of the incumbent's job. The Help Desk operations performed by the incumbent require a high degree of competency with system processes, hardware platforms, 3rd party software, end user productivity tools and working knowledge of the Board's core businesses.

Your Experience & Skills

• A university degree in computer science or related field, such as mathematics, engineering or physics, plus 1-2 years experience in a systems development/technical support/operational position,
• A university degree plus completion of a 1 year certificate program in business computing from a recognized technical school, plus 1-2 years experience in a systems development/technical support/operational position
• Graduation from a community college or technical school 2 or 3 year program in business computing, plus 1- 2 years experience in a systems development/technical support/operational position.
• Experience working in a team or team-like environment would be an asset.

Application Details

Please email your resume and cover letter to [email protected] by 4pm on February 7, 2025. In the subject line of your email, please quote the competition number: JV 02-25 EXT Senior Technical Support Representative.

Perks of Joining Our Team

• We offer a competitive compensation package.

Flexibility/Hybrid work model

• Comprehensive Benefits Plan-
  • Health and Dental Insurance
  • Health Spending Account
  • Life Insurance
  • Long-Term Disability (LTD) Insurance
• Ongoing professional development opportunities
• Employee Referral Program
• A passionate team and a supportive work environment

We thank all candidates for their interest. Selected candidates will be contacted to participate in interviews. Any offer of employment will be conditional upon the completion of all applicable background checks, confirmation of credentials, the results of which must be satisfactory to the WCB.

The WCB Nova Scotia is an equal opportunity employer, committed to an inclusive workplace culture and an accessible work environment where diversity thrives. We are committed to an inclusive recruitment process and workplace that is accessible and accommodating to individuals with disabilities and other protected characteristics to support their full participation in the recruitment process and workplace.

To request accommodation, please contact the Human Resource team by email at [email protected]. All information received will be kept confidential.

To learn more about WCB Nova Scotia, visit www.wcb.ns.ca or connect with us on LinkedIn.