IT Product Delivery Operations Senior Analyst / IT Product Delivery Operations Principal Analyst

The House of Commons Administration delivers outstanding services to Members of Parliament and their employees in support of parliamentary democracy. Our success is made possible by our talented and dedicated workforce. We value diversity in all its forms and recognize that everyone has valuable contributions to make and the potential for individual growth. If you dream of joining an organization that is small enough for you to be noticed, but big enough to provide you with a meaningful career, then we want to hear from you!

Job Description

The House of Commons Digital Service and Real Property’s Digital Workplace Products and Services division is staffing for IT Product Delivery Operations Senior Analyst and IT Product Delivery Operations Principal Analyst positions. The purpose of this recruitment and selection process is to create a pool for anticipatory staffing.

The Digital Workplace Products and Services Division is pivotal in the maintenance and stability of IT product delivery and operations. The team plays a key role of ensuring the seamless deployment, maintenance, and support of digital products within diverse IT environments. Led by seasoned professionals, the team operates at the forefront of technological innovation, providing technical guidance, overseeing deployments, and maintaining collaborative relationships with stakeholders. From investigating incidents to driving proactive changes, the team upholds the supportability, stability, and IT health of our Digital Service and Real Property products and services.

IT Product Delivery Operations Senior Analyst 
In this role, you'll provide technical guidance to our IT Product Delivery Operations Analysts, supporting deployment services for digital products across diverse IT environments. Responsibilities include maintenance, support, provisioning, and other crucial operational tasks for successful product delivery. Key duties involve investigating incidents, troubleshooting, and overseeing complex deployments, while maintaining relationships with stakeholders and vendors. Strong planning, organizational, communication, and problem-solving skills are essential, along with proficiency in Data Center, IT Infrastructure, Networking, Collaboration, Digital Workplace, and Cloud Platforms. 

IT Product Delivery Operations Principal Analyst 

In this role, you oversee and ensure the operational health of your technical domain, and operationally lead complex/impactful deployments, incident resolutions, and high visibility activities. You identify technical debt and lead in the reduction while providing leadership and mentorship to Analysts working in the same domain. You provide technical expertise to support and facilitate deployment services to digital products in various IT environments. You provide maintenance, support, provisioning, service request fulfilment, and other operational services required to successfully deliver IT products to users and to ensure their supportability, stability, and IT Health of Digital Services and Real Property products and services. This role leans on your experience as a collaborative people leader, your technical proficiency, and a dedication to optimizing operational efficiency while maintaining the highest standards of quality and reliability. 

Digital Services and Real Property IT Operations has a requirement of a 24/7 support model and work activities related to this role may require working irregular hours, overtime and providing on-call support to meet our operational requirements.

Top Reasons to Join Digital Workplace Products and Services:   

Join Digital Workplace Products and Services for innovative work with cutting-edge technology, tackling challenges and driving excellence in IT product delivery operations. 

• Training and development opportunities. 
• Work-life balance /35-hour workweek 
• 4 weeks’ vacation (minimum)

Qualifications

Education : 

• Graduation from a college or technical institute in the area of information technology or other related fields, or an acceptable combination of education, training and experience in the field of technology. 

Experience :

IT Product Delivery Operations Senior Analyst 

• 1- 3 years of experience in providing technical support, including investigating incidents, troubleshooting, and implementing remediation tasks; 
• Experience and ability to recommend, document, and implement proposed resolutions, as well as respond to complex technical escalation questions. 
• Experience conducting root cause and trend analysis on resolved incidents to drive proactive changes. 
• Previous involvement in ensuring the deployment and provisioning of well-defined and/or complex products, services, updates, patches, and enhancements. 
• Familiarity with reviewing and implementing approved service requests in various IT environments, including configuration changes of varying complexity. 
• Experience in maintaining collaborative relationships with stakeholders, including clients and vendors, and effectively escalating support issues when necessary. 
• Experience performing maintenance and operational tasks of varying complexity, including preparing reports and providing technical guidance to peers and junior team members. 
• Experience recommending and implementing improvements to operational tools, processes, and procedures while aligning with policies and guidelines. 
• Previous involvement in quality assurance duties, such as testing, developing test cases, and ensuring the quality and stability of IT products and services. 
• Experience providing technical guidance and peer review to operational teams, and contributing to the design, implementation, and rollout of enhancements and bug-fixes. 
• Proficiency in following, updating, and potentially establishing technical approaches, processes, and procedures using common tools to best serve assigned operational activities. 

IT Product Delivery Operations Principal Analyst 

• 5+ years of experience providing technical support, overseeing the investigation of incidents, troubleshooting, and implementing remediation tasks; 
• Demonstrated experience in leading teams in recommending, documenting, and implementing proposed resolutions, as well as responding to complex technical escalation questions; 
• Experience leading root cause and trend analysis on resolved incidents to drive proactive changes and improvements; 
• Extensive involvement in ensuring the deployment and provisioning of well-defined and/or complex products, services, updates, patches, and enhancements, with a focus on strategic planning and execution; 
• Strong leadership in reviewing and orchestrating the implementation of approved service requests in various IT environments, including configuration changes of varying complexity, while fostering collaboration among teams; 
• Proven track record of maintaining collaborative relationships with stakeholders, including clients and vendors, and effectively managing support issues to resolution; 
• Leadership in performing and delegating maintenance and operational tasks of varying complexity, including preparing reports and providing mentorship to peers and junior team members; 
• Ability to lead and drive improvements in operational tools, processes, and procedures, ensuring alignment with policies and guidelines and fostering a culture of continuous improvement; 
• Hands-on leadership in quality assurance duties, such as overseeing testing, developing test cases, and ensuring the highest standards of quality and stability in IT products and services; 
• Experience leading technical guidance and peer review sessions, actively contributing to the design, implementation, and rollout of enhancements and bug-fixes, while maintaining oversight of standards and policies; 
• Proficiency in leading the establishment and evolution of technical approaches, processes, and procedures, utilizing common tools to optimize operational activities and drive organizational success. 

Assets : 

• Considerable experience with Microsoft Intune Management; 
• A strong understanding of Active Directory and Group Policy; 
• Exceptional technical writing skills; 
• Strong time management and prioritization skills.

Additional Information

We are committed to creating an inclusive workplace by providing a barrier-free recruitment and selection process. If you have an accommodation request, require material in an accessible format, or need additional support with the application process, please contact Recruitment and Selection Services at .

Each bilingual position is assigned a linguistic profile that identifies the level of second language proficiency for reading comprehension, written expression and oral interaction required. The profile for this position IT Product Delivery Operations Senior Analyst is BBC and the IT Product Delivery Operations Principal Analyst is CBC. Consideration may be given to candidates with other linguistic profiles.  

Priority may be given to applicants who are employees working for the House of Commons Administration.

We invite you to save a copy of the notice of job opportunity. Once the closing date has passed, these documents will no longer be available.

Your application must include a cover letter that clearly explains the role you are applying to and how you meet the above

qualifications

for either IT Product Delivery Operations Senior Analyst (ADG-D) or IT Product Delivery Operations Principal Analyst (ADG-C) roles Education, Experience and Assets - accompanied by an up-to-date resume.

Annual rates of pay: IT Product Delivery Operations Senior Analyst (ADG-D) $83,912 - $106,175; IT Product Delivery Operations Principal Analyst (ADG-C) $95,700 - $121,088

The purpose of this recruitment and selection process is to create a pool for anticipatory staffing. Qualified candidates may be considered for future vacancies for this role or for other similar and/or related roles on an indeterminate and/or fixed term basis.

The purpose of this recruitment and selection process is to create a pool for anticipatory staffing. Qualified candidates may be considered for future vacancies for this role or for other similar and/or related roles on an indeterminate and/or fixed term basis.

Learn more about us! Visit Ourcommons.ca .

To learn about our hiring process, visit Eligibility and Selection .