Product Associate/Support Specialist

Competition: #42424

Salary: $2,556.10 - $3,107.16 Bi-Weekly / $66,458.60 - $80,786.16 Annually (PR 13)

Position Type: Full-Time Permanent (35 hours a week)

Benefits : Paid Holidays, Vacation, Sick/Family Leave, Health, Dental, and Defined Benefits Pension

Location: Halifax

Department: Cyber Security and Digital Solutions

Union Status: NSGEU-NSPG

Closing Date: April 22, 2024 @ 11:59PM Atlantic Time

About the Department of Cyber Security and Digital Solutions (CSDS)

Welcome to the Department of Cyber Security and Digital Solutions (CSDS), the guiding force behind digital transformation within the Government of Nova Scotia. Formerly known as the Nova Scotia Digital Service (NSDS) within the Department of Service Nova Scotia and Internal Services (SNSIS), we have evolved into a standalone department with a focused mission.

At CSDS, we support government departments and partners in their digital transformation journeys. We don't just implement digital solutions; we navigate the complexities of digital transformation, modernizing outdated systems and ways of working. Our role is to ensure that digital services are user-centered, efficient, and make a real difference to Nova Scotians.

Our team is diverse and passionate, championing innovation and embracing the richness of multiple perspectives. We believe in user-centered iterative digital service design, and practice internet-era ways of working. We're not just an IT department; we're a community dedicated to enabling digital transformation and bolstering cybersecurity across the province.

Join us at CSDS as we shape the future of digital services in Nova Scotia,

and make a real difference to Nova Scotians

About the Role:

We are looking for a Product Associate/Support Specialist to strengthen our team and to help us transform the way we serve our citizens. This position is part of the Digital Platforms team that builds and operates reusable software services supporting the delivery of modern digital experiences to Nova Scotians.

As the Product Associate, you will report to the Senior Product Manager and be part of an empowered, multi-disciplinary team, using internet-era ways of work on complex digital products. You would be working alongside other service operations teams, product managers, software developers, and vendor partners. You will lead the support and ongoing improvements for one or more digital platform services managed by the Department of Cyber Security and Digital Solutions.

Key Responsibilities

• Support the onboarding of new relying digital services to one or more digital platform services, to help enable the Province to deliver simpler, faster, safer, user-centered services.

• Providing business knowledge of how the digital platform service currently functions.

• Identifying, triaging, prioritizing, and reporting on common and emerging issues.

• Conducting root-cause analysis of problems faced by users and assigning to the appropriate teams for resolution.

• Analyze and troubleshoot support incidents/problems; coordinate between vendors, partners, and developers to resolve.

• Promoting improvements for support processes and response times.

• Work with platform leads/product managers, user researchers, service designers and end users to develop a deep understanding of the user needs and champion these in the delivery of digital product features.

• Collaborate with the development teams to translate user needs/user stories into features/enhancements and prioritize into release cycles.

• Use Agile methods for product delivery, including daily stand-ups, working in sprints, managing features and product backlogs in tools such as Jira, delivering minimum viable products and continuous improvement.

• Create product roadmaps, monitor progress of development, and prioritize based on user needs, technical feasibility, and comparative analysis; knowing when to escalate based on delivery objectives.

• Develop, maintain and communicate technical documentation and release notes to partners and end users.

• Assist with product release cycle, leading acceptance testing and training internal clients.

• Develop efficient client communication and feedback channels; gather product data, including web analytics, statistics and trends to make evidence-based decisions.

• Participate in Show & Tells as part of working in the open to inform on progress and elicit insights from colleagues and business partners.
  

Qualifications and Experience

• A Bachelor’s degree plus 5 years in computer science, business management or related field; or an equivalent combination of training and experience.

• Taking ownership of problems and proactively resolving problems, ensuring that solutions meet user and business requirements.

• Superior skills in root-cause analysis to diagnose and assign resolution of problems.

• Providing timely and efficient responses to user enquiries and problems while ensuring a positive user experience.

• Know how to remove complexity from products & services.

• Expertise in design thinking/human-centered design.

• Ability to work within a self-directed culture and navigate ambiguity.

• Excellent communication skills both written and verbal.

• Demonstrated experience creating, maintaining, and prioritizing product backlogs.

• Superior decision-making skills factoring in considerations such as priority, cost-benefit, and capacity.

• Demonstrate exceptional customer service skills through all levels of communication.

Assets

The following would be considered assets:

• Previous experience working in a similar role.

• Experience working directly with digital products.

• Existing knowledge of and experience working in an agile manner within a multidisciplinary team.

We recognize that everyone brings different skills and experiences to the table.

If you don’t “check all the boxes”, we encourage you to apply anyway and tell us why you’re the right fit for the job.

We value diversity of thought and believe that the best teams are those that bring together people with a range of experiences and perspectives.

Benefits & Perks

At the CSDS with the Government of Nova Scotia, we are committed to providing a fulfilling work environment with numerous benefits and opportunities:

• Work-Life Balance: Maintain a healthy work-life balance with a 35-hour work week.

• Secure Your Future: Take advantage of our defined benefits pension plan for a stable retirement.

• Generous Time Off: Enjoy all national/civic holidays, 18 sick days, and family leave provisions.

• Flexible Work Arrangements: Accommodate your needs with various options for flexibility, such as hybrid schedules.

• Employee and Family Support: Access our Employee and Family Assistance Programs for resources and guidance.

• Support in Times of Need: Receive short- and long-term disability assistance when required.

• Cross-Sector Collaboration: Experience the power of collaboration as you engage with various government departments. Unlock a world of knowledge, expertise, and connections, contributing to the betterment of our province.

• Growth & Development: Open doors to professional growth within the CDSD and beyond. Explore diverse career paths in specialized areas such as digital service design, cybersecurity, enterprise risk, digital platform services, and mission IT.

• Lifelong Learning: Continuously expand your knowledge and skills through training and development programs.

• Professional Advancement: Immerse yourself in the government landscape and discover endless opportunities for learning, advancement, and making a meaningful impact.

Join the Department of Cyber Security & Digital Solutions and experience the benefits of a fulfilling career, supported by comprehensive perks, career development opportunities, and a diverse range of paths to explore within our department and across the government.

Pay Grade: PR 13

Salary Range: $2,556.10 - $3,107.16 Bi-Weekly

Employment Equity Statement:

Our goal is to be a diverse workforce that is representative, at all job levels, of the citizens we serve. The Government of Nova Scotia has an Employment Equity Policy, and we welcome applications from Indigenous People, African Nova Scotians and Other Racially Visible Persons, Persons with Disabilities and Women in occupations or positions where they are under-represented. If you are a member of one of these equity groups, you are encouraged to self-identify on your electronic application.

This is a bargaining unit position initially restricted to current civil service employees represented by the Nova Scotia Government Employees Union (NSGEU). If applying from outside a government office, employees must apply correctly via this link:

Failure to apply correctly means that your application will not be given first consideration as a bargaining unit applicant, and will only be included if external applications are pursued.

External applicants and current casual employees will only be considered if there are no qualified civil service bargaining unit candidates. PLEASE NOTE: Candidates will not be considered for an interview if applications are incomplete or are missing information.

Offer of employment is conditional upon the completion of all applicable background checks and confirmation of credentials, the results of which must be satisfactory to the employer. We thank all applicants for the interest, however, only those selected for an interview will be contacted. All questions and concerns may be directed to