SENIOR SYSTEMS INTEGRATOR CLERKS
Job ID: 35213
Job Category: Information & Technology
Division & Section: City Clerk’s, City Clerk’s Member Svcs & Prog Support
Work Location: City Hall, 100 Queen St W.
Job Type & Duration: Full-Time, Permanent Vacancy
Salary: $112,000.00 – $144,200.00
Shift Information: Monday to Friday, 35 hours per week
Affiliation: Non-Union
Number of Positions Open: 1
Posting Period: 23-Feb-2023 to 09-Mar-2023
Reporting to the Manager, Business and Technology Planning, the Senior Systems Integrator (Council Helpdesk) is responsible for supervising the day to day operations of the Council Helpdesk ensuring a high level of customer service to key clients for the City of Toronto. The Council Helpdesk team responds to IT service requests from the Mayor’s Office, 25 Councillor Offices, the City Clerk’s division, as well as the Offices of the Integrity Commissioner, Lobbyist Registrar and Ombudsman.
Major Responsibilities:
Implements detailed plans and recommends policies/procedures regarding program specific requirements.
Supervises, motivates and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation in others.
Supervises the day to day operation of all assigned staff including the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests.
Monitors and evaluates staff performance, approves salary increments, hears grievances and recommends disciplinary action when necessary.
Ensures that Help Desk services are available to the City Clerks customers for effective service support. In cases where service is not available, acts as the authoritative source for downtimes, resumption of service, etc.
Provides a central first point of contact for City Clerk’s customers and IT services to deliver consistent customer service support. Delivers high quality support to ensure the critical continuance of City business.
Demonstrates customer service excellence, fiscal management, and effective operational delivery of quality service to efficiently and effectively meet customer service needs and requirements and achieve Division mission and goals.
Works closely with colleagues to support the Business and Technology Planning Group as a professional organization where functional areas are created as centers of excellence that are competitive and cost effective. Determines requirements, evaluate and recommend methodologies, tools, techniques, technologies and standards used for capital asset management program.
Leads project teams; determines requirements, researches, evaluates and recommends the implementation and/or purchase of application packages and databases.
Leads, facilitates and contributes to the design, creation, evaluation, development and sustainment of systems and standards, including formalized project management and methodology, data warehousing architecture, data modeling, metadata, change management, and application development and migration.
Recommends, implements and practices security, privacy and quality assurance requirements consistent with the Municipal Freedom of Information and Protection of Privacy Act and corporate standards regarding storage and processing of confidential corporate and application data and information outputs.
Recommends and implements IT solutions and systems accessibility requirements consistent with the Accessibility for Ontarians with Disabilities Act (AODA) and Web Content Accessibility Guidelines (WCAG).
Analyzes current business practices, business processes, data flows, corporate policies and practices, and industry trends, and recommends changes to meet business objectives, including the application of information technology.
Conducts research into assigned areas, ensuring that such research takes into account developments within the field, corporate policies and practices, legislation and initiatives by other levels of government. Implements detailed plans and recommends policies/procedures regarding program specific requirements.
Assesses and recommends scalable multi-jurisdictional business and technical solutions that meet client and business requirements in the context of corporate standards, policies and procedures for respective section, including technologies and architectures. This includes determining requirements, conducting research and evaluations and obtaining all approvals and signoffs.
Leads and manages in the development of detailed scope requirements, budgeting, resource management, planning and scheduling, monitoring and reporting progress, managing and mitigating issues and risks, reviewing, preparing and executing change requests.
Manages and administers consultant/contractors and project/contracts, implements quality assurance/quality control procedures, authorizes payments and recommends additional payments in accordance with the City’s financial authority and bylaws or contract terms.
Develops, manages and reports to senior management, business and technical stakeholders on all assigned projects (including business case, feasibility study, charter, work plan, progress, budget, risks, contingencies, issue management, change management, resource management, quality review/best practices and other project related documents). Resources include internal or contracted business and technical staff supports. Develops, manages and reports on detailed project plans.
Leads, participates in the preparation of various formal contractual documents such as:
Request for Expression of Interest (REOI)
Request for Information/Proposal/Quotation/Resource (RFI/P/Q/R), ITAPP, Statement of Work (SOW)
Memorandum of Understanding (MOU) and Service Level Agreement (SOW).
Delivers presentations to both technical and non-technical audiences. Organizes and runs training and knowledge transfer sessions for divisional and technical staff on new IT applications, process and methodology.
Analyzes patterns and trends and operating problems to address user issues, and develops and recommendations to address problems and feedback.
Provide assessments and recommendations of current and emerging IT concepts/technologies, trends, ITIL best practices, IT-oriented techniques and business requirements for IT.
Manages and oversees the delivery of information technology, desktop and wireless communication services at multiple locations across the City, including City Hall, Metro Hall, Civic Centres, City Clerk’s Office locations and offsite Councillors’ Constituency Offices.
Represents the Section, Division, and client groups in meetings with a wide and diverse range of internal and external stakeholders, City Divisions, community groups, sponsors, senior staff, elected officials, and other levels of government.
Ensures the quality of work and service delivered meets all legislative requirements that apply, such as Workplace Hazardous Materials Information System (WHMIS), Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Records Management and the Occupational Health and Safety Act (OHSA), etc.
Demonstrates an understanding of the vision, mission and strategic directions of the City Clerk’s Office and its services.
Establishes and fosters effective partnerships with clients, including members of Council, Accountability Officers, internal and external stakeholders, members of the public and City staff to address and resolve conflicting demands and issues, while balancing corporate interests.
Effectively manages relationships with vendors and contractors throughout solution delivery and sustainment processes, including installation, configuration, upgrades, issue management and quality assurance testing.
Key Qualifications:
Post-secondary education in a computer/technology field/related discipline or an equivalent combination of education and experience working in a technical support service function in a large and diverse business environment heavily dependent on information technology.
Considerable experience in the enterprise level provisioning of information technology service desk technical and operational support services.
Considerable experience leading, motivating and training technical/business project teams, IT staff and contractors.
Considerable experience in planning and implementing IT business solutions.
Demonstrated experience in and knowledge of current and emerging IT concepts/technologies, Information Technology Infrastructure Library (ITIL) best practices, IT oriented techniques, and business requirements for IT technology.
Excellent customer service focus, negotiation and interpersonal skills, and the ability to maintain effective stakeholder relationships, with high-profile clients and stakeholders, including Elected Officials and Accountability Officers.
Highly developed verbal, written and oral communication skills with the demonstrated ability to write and present complex information to a variety of audiences.
Proficiency in MS Office (MS Word, MS Excel, MS Project) and/or other project management software, strong mathematical skills, experience creating and developing spreadsheets, and experience with collaborative software.
Sound judgement, highly developed conflict resolution and problem solving skills with demonstrated success in situations requiring a high degree of tact and diplomacy, and dealing with sensitive and confidential information about political and diplomatic matters with a high degree of discretion and professionalism.
Strong attention to detail and ability to follow-through with a high level of accuracy.
Ability to work in a high volume, high stress and politically-sensitive unit, and to prioritize activities to deliver under tight deadlines.
Comprehensive working knowledge in purchasing, contract administration, vendor management, and specification coordination.
Project Management Professional (PMP) certification is considered a strong asset.
Equity, Diversity and Inclusion
The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment toemployment equity (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
Accommodation
The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request . Learn more about the City’sHiring Policies and Accommodation Process (https://jobs.toronto.ca/jobsatcity/content/Hiring-Policies-and-Statements/?locale=en_US) .
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