SUPPORT SPECIALIST

WINNIPEG, MB

• Competitive salary and benefits package.
• Defined-benefit pension plan.
• Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life and community.
• Flex-time and partially remote work schedule (providing the option to work remotely 3 days per 2 week period), depending on nature of work, operational requirements and work location.

• Lead and manage required software upgrade initiatives and software deployments.
• Monitor and evaluate performance of the software/applications supported and make recommendations as applicable to improve overall effectivity.  
• Provide direction in identifying needs for improvement in functionality and security of the software/applications supported and initiate processes to move forward with these initiatives.
• May act as Technical Lead, lead a working group or participate as SME for initiatives or projects related to applications in the portfolio. 
• Coordinate with Vendor Management group for renewal of software and related support services.
• Review operational support processes, identify and apply efficiencies as required to streamline support work. 
• Provide software support including provisioning of access, software installation and repair, configuration of profiles and settings, and address issues related to functionality and processes, as required for the supported applications.
• Manage and administer licensing environments.
• Participate in the evaluation, recommendation and planning for new software acquisitions and maintenance releases or required upgrades.
• Responsible for the development and maintenance of support process documentation.
• Keep abreast of IT technology trends and developments, communicating accordingly to management and staff; including keeping up to date in the areas of maintenance and support patterns and best practices. 
• Mentor junior staff. 
• May be required for after-hours work as needed. 

• A four-year degree in Computer Science or Computer Engineering from a university of recognized standing plus a minimum of three years related IT Support experience;
  OR 
• A two-year diploma in Computer Programming Technology from an institute of recognized standing plus a minimum of five years related IT Support experience.  
• Demonstrated experience with coordinating changes for software related upgrades and/or implementations.
• Demonstrated excellent analytical and problem-solving skills to interpret business problems and recommend comprehensive solutions.
• Able to troubleshoot complex software problems using established problem-solving techniques.
• Demonstrated experience acting as a liaison between employer and vendors.
• Experience coordinating or participating in small projects or initiatives.
• Excellent interpersonal skills with proven customer service and client support skills with proven ability in performing problem solving duties and follow up.
• Experience with service management software, for example, BMC Remedy, ServiceNow, etc.
• Experience with Microsoft Windows Server, system security and access systems.
• Proficiency in Visual Studio (.NET), AutoLISP and AutoCAD menu macros. and Java, Microsoft SQL, Oracle 19c, XML and JavaScript.
• Proficient in the use of Office suite of products, particularly Word, Excel, PowerPoint, Visio, SharePoint, and Microsoft Office add-ons such as Adobe Acrobat.
• Familiarity with document lifecycle management principles and knowledge of information management tools is an advantage.
• Capable of clear, concise oral and written communications to deliver technical material to people at all levels, including staff not familiar with computer technology.   
• Must have initiative and be able to work under minimum supervision.
• Critical Infrastructure Protection (CIP) Training is required and must be completed prior to transfer date and renewed annually.
• Must obtain and maintain a current Personal Risk Assessment and a "Clear" security rating in accordance with Manitoba Hydro policy P513.