Position:Enterprise Support Analyst

Salary Range: Band 4 - 63,437.00 - 75,647.00

Location:Information Technology, J.W. Singleton Education Centre

Work Schedule:35 hours/week, 12 months/year

Effective Date:As Soon As Possible

Position Summary:

The Analyst - Enterprise Support position is responsible for the end user support of enterprise software (over 60 applications), testing, issue resolution, vendor escalation and enhancement to support board needs. Creation of training material (technical and end user) and participate in training sessions to board staff (virtual, in person, phone). First level response for security incidents and supporting end users in remediation, escalating to information services staff as needed. Maintains the boards Identity & Access system providing secure access to applications and board staff. Resolves staff, student and external contract access issues. Working with the Information Services team to assist in the implementation of new and enhanced technologies and build knowledge items to support the system.The HDSB recently introduced a Work from Home Administrative Procedure. In accordance with this Administrative Procedure and with the approval of the immediate supervisor, employees who work at HDSB administrative sites may work from home for up to 50% of their regularly scheduled hours. The HDSB offers funding for professional development in accordance with the Terms and Conditions of Employment for management and administration support staff.

Key Responsibilities: Manage identity related issues for Staff, Students and external consultants, supporting users in accessing board resources in a secure manner

Investigate reports of access issues/events or potential account compromise. Implement mediation and escalate as needed for further investigation and incident response tracking

Maintain the boards Identity & Access management application ensuring staff roles and application access meet board and application needs

Ensure timely access to board resources, working with central departments to minimize delays in account creation and application access for Staff and Students

Manage location access for applications and building security in conjunction with Facility Services

Collaborate with enterprise application functional leads to support end users and represent board technical requirements

Work with vendors to investigate technical issues and provide input to enhancements to meet board needs

Provide support to board staff - phone, virtual, email, in person - for enterprise application, security and technical questions. Escalating and collaborating as needed with other members of the information services or other departments

Provide guidance to board staff on educational tools and software supported through the software catalogue

Provide end user support - technical and functional - to all board staff and indirect to students, parent/guardians

Productivity suite consists of boards - calendar, email, virtual meeting, learning management system (Elementary), documents, spreadsheets, presentation, forms, LMS

Monitor and analyse impact of changes to existing processes and protocols communicate changes/enhancements to end users

Investigate and resolve issues analyzing for potential security/privacy impact, escalating as needed for further investigation

Provide direct support to board staff and indirect support to students and parent/guardians

Monitor service request system (ITSM) and ensure timely response to inquiries and escalation to appropriate teams/departments to support issue resolution

Prioritize support and project requests based on knowledge of system timelines, critical path and impact to board

Creation of documentation technical and non technical documents for board staff and students

Create documentation to support end users, provide training sessions working with the functional leadsMinimum Qualifications: 3 year College Diploma in a Information Technology or related field

ISC2 CC (Certified in Cybersecurity)

Google WorkSpace Level 2

Knowledge of MFIPPA and PHIPA legislation

Strong technical skills and ability to quickly learn new technologies

Strong troubleshooting and problem solving skills

Critical thinking when identifying access and security issues

Excellent documentation skills - technical and non-technical

Experience in providing training sessions - virtual and in person - and building training material

Experience in a school/board environment is an asset.

Knowledge of modern Service Desk systems and experience with Call escalations.

Strong customer service and time management skills.

Knowledge of active directory and understanding of identity and access.

Excellent communication skills, both written and verbal.

Experience dealing with and handling confidential resources.

Knowledge of Microsoft Identity Manager is an asset.Preferred Qualifications: 3 year College Diploma in a Information Technology or related field with Privacy and Security focus

Certifications or Designations Preferred: Google Admin Level 2+ and OASBO Certificate in Privacy and Information Management

Applications, along with your resume and other supporting documents must be submitted through Apply to Education https://hdsb.simplication.com/WLSBLogin.aspx?returnurl=%2f by Thursday May 9th 2024 at 4:00pmJob Category: Management & Professionals - Job Code #3739536 We thank all applicants for their interest in opportunities with the Halton District School Board. Contact will be made with applicants whose experience and qualifications most closely match the requirements of the position. Communication with short-listed applicants will be made through the email address provided on the applicants Apply To Education profile page.

First consideration for posted vacancies will be given to qualified applicants from the employee group in which the vacancy occurs.

Equity:

The Halton District School Board recognizes that, consistent with the United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), the Ontario Human Rights Code and the Canadian Charter of Rights and Freedoms, employment practices and procedures at all levels should reflect, demonstrate understanding of and respond to a diverse population. The Board is committed to providing a workplace environment that is fair and equitable to all.

In our efforts to ensure an inclusive, diverse and representative workforce, we will: value, promote and encourage the hiring of staff from under-represented communities;

grant first consideration, where the skills, ability, and qualifications of the applicants are relatively equal, to applicants who self-identify as members of historically under-represented communities. Where a collective agreement or terms and conditions govern the hiring or promotional process, this will be done in a manner that is consistent with the School Boards obligations.Applicant Self Identification Questions:

As part of the recruitment and selection function, the HDSB will collect voluntary self identification data from applicants in accordance with the Ontario Human Rights Code, HDSBs Teacher Hiring Practices Administrative Procedure, HDSBs Employment Equity Policy and Ontarios Anti Racism Data Standards:Personal information on this form is collected under the authority of the Anti-Racism Act, 2017, S.O. 2017, c. 15, in compliance with the Municipal Freedom of Information and Protection of Privacy Act, R.S.O. 1990, c. M.56. In accordance with HDSBs Employment Equity Policy, personal information collected on this form will aim to achieve an inclusive, diverse and representative workforce. It works to intentionally identify and remove barriers for equity-deserving communities at each stage of the hiring process. Encouraging diversity of the workforce in the school board is vital because the workforce should be reflective and representative of the community.

Although hiring policies must adhere to the qualification requirements set out in applicable Regulations (eg. Regulation 298, Operation of Schools General) and any applicable collective agreement provisions, the Board recognizes the importance of the following when developing its selection and evaluation criteria:

valuing applicants additional experience, lived experience, skills, backgrounds and perspectives; and

granting first consideration, where the skills, ability, and qualifications of the applicants are relatively equal, to applicants who self-identify as members of historically under-represented communities. We encourage you to respond to our voluntary applicant self-identification questions. This data will inform our understanding of the diversity of our applicant pool as well as the progress of applicants throughout the hiring process. This data will inform our goals, strategies and actions and our progress towards creating and sustaining an inclusive and equitable workforce. Any information that you provide in response to these questions will be referred to during the hiring process for this position, and will be shared with the hiring manager and/or committee members responsible for the hiring process.

The section includes questions from Ontarios Anti-Racism Data Standards (Standards, 2017). The Standards were established to help identify and monitor systemic racism and racial disparities within the public sector. The Standards establish consistent, effective practices for producing reliable information to support evidence-based decision-making and public accountability to help eliminate systemic racism and promote racial equity (adapted from Ontarios Anti-Racism Data Standards, 2017).

Questions about this collection may be directed to Elena Alamiie, Manager of Staffing and Recruiting at alamiiee@hdsb.ca.

Accommodation:

Upon request, we will provide reasonable accommodations for candidates who have temporary or permanent disability, or who otherwise require accommodations based on the protected grounds highlighted in the Ontario Human Rights Code in respect to the recruitment and selection process.Wellness:

The HDSB is committed to providing a respectful and healthy work environment.