JOB PROFILE
JOB STORE #00049599
TITLE: SUPERVISOR, OPERATIONS
CLASSIFICATION: INFORMATION SYSTEMS 24
JOB OVERVIEW
Operating in a highly complex systems environment with rapidly changing technology, the position must have
expert operational knowledge of the IT service management applications used by Shared Services, the portfolio
of corporate applications used across government and the IT services provided by TSD.
To provide leadership and contribute to continuous improvement in the development, communication,
implementation, and management of procedures and standards for the ongoing operation of business priority
and /or mission critical services affecting cross-government/ministries/SSBC operations.
To supervise and perform operational support and application management activities to ensure that services
perform within managed service levels.
To collaborate with other teams in the work unit and in the branch, in the creation, rationalization and
optimization of a secure, reliable, responsive and accountable Service Operations environment. In particular to
work with other teams in the unit to ensure that processes are comprehensive, integrated and adhere to
common best practices.
ACCOUNTABILITIES
REQUIRED

Provides leadership, guidance, technical advice, documentation, service operations, and technical
change advice to the Operations team.

Develops and maintains a knowledge base, training and operational documentation, and the unit’s
Business Continuity Plan.

Schedules work hours, vacations etc. to ensure availability of backup and sufficient redundancy to
support continuity of operational coverage.

Supervises staff including assignment of work, development and evaluation of performance plans and
approval of leave.

Plans and manages development opportunities for operational staff in the interests of providing the
organization with a pool of ‘grow your own’ resources to draw on for succession planning and
augmentation of specialist teams.

Establishes and maintains effective liaison with SSBC Lines of Business, ministry customers, and
internal/external related stakeholders, providing guidance with service transition when new or
modified services are being moved into the service operations environment.
Career Group:
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Role:
Revised:
IM/IT
IT
Business Analysis
Professional
November 2016

Provides technical expertise to other stakeholders and clients to troubleshoot and resolve operational
application issues.

Maintains, analyzes and applies service operational policies, procedures, and standards.

Recommends options, develops proposals and business cases for service improvements, and
contributes to improvement projects.

Backs up members of the Operations team in performing the full range of operational support
activities for IT service management and corporate applications. Acts as an escalation point for issue
management in instances of complex operational situations.

Oversees and maintains a laboratory of test machines that are used in the service transition process
and for corporate initiatives.

Provides support as needed and as available to branch and corporate initiatives.
OPTIONAL

Determines costing and acquisition of software, tools, equipment, financial and human resources
required to complete work assignments, projects, meet performance measures and perform
operational duties effectively.
JOB REQUIREMENTS
Education and Experience

Degree in Computer Science and two (2) years of related experience with at least one (1) year
experience as an IT help/service/support desk analyst;

OR a Diploma and three (3) years of related experience, with at least two years’ experience as an IT
help/service/support desk analyst;

OR, an equivalent combination of education and experience. Equivalent combination is at least four (4)
years’ experience as an IT help/service/support desk analyst, and course work directly related to help,
support, or service desk; OR, five (5) years of related experience.

At least one year of experience leading a team either directly (as supervisor) or indirectly in a matrixed
situation (as project manager or team lead or equivalent).

Experience with creating and maintaining a knowledge base of operational, technical and procedural
documentation.

Significant experience with MS Office tools (Outlook, Word, Excel and PowerPoint).
Preferred qualifications:

Experience supervising an IT help/service/support desk environment.

Experience with SharePoint, MSProject and Visio.

Experience with the HP/Peregrine product set (ITIMS ServiceCenter, ICE), Remedy, Windows, MVS.

Certified in Information Technology Infrastructure Library (ITIL) Foundation for service management.
Career Group:
Job Family:
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Role:
Revised:
IM/IT
IT
Business Analysis
Professional
November 2016
Knowledge, Skills and Abilities

Knowledge of Project Management; Security Procedures; Service Operations and Service Transition
business functions (including request fulfillment, incident and problem management, change
management, configuration management, event management, access management); Service Levels.

Excellent verbal and written communication skills.

Excellent problem determination, troubleshooting and problem resolution skills.

Good judgment and interpersonal skills, and experience interacting in complex multi-layered and
multi-disciplinary team environments.

Ability to quickly assimilate and apply new information in an extremely dynamic and ever changing
technical environment.

Ability to identify and encourage professional development and to promote employee engagement for
direct reports.

Ability to work under pressure and tight deadlines and prioritize competing priorities.

Strong customer focus and service orientation.
Proviso
 Successful completion of security screening requirements of the BC Public Service, which may include a
criminal records check, and/or Criminal Records Review Act (CRRA) check, and/or enhanced security
screening checks as required by the ministry (Note: It is important that you read the job posting
carefully to understand the specific security screening requirements pertaining to the position).
Core Government Competencies
Results Orientation: a concern for surpassing a standard of excellence. The standard may be one’s own past
performance; an objective measure; challenging goals one has set; or even improving or surpassing what has
already been done (continuous improvement).
Service Orientation: implies a desire to identify and serve customers/clients who may include the public,
colleagues, partners (e.g. educational institutions, non-governmental organizations), co-workers, peers,
branches, ministries/agencies and other government organizations.
Team Work and Cooperation: is the ability to work co-operatively within diverse teams, work groups and
across the organization to achieve group and organizational goals.
Additional Competencies
Leadership: a desire to lead others, including diverse teams. The “team” should be understood broadly as any
group with which the person interacts regularly.
Relationship Building: is working to build or maintain ethical relationships or networks or contacts with
people who are, or may be potentially helpful in achieving work-related goals and establishing advantages.
These people may include customers, clients, counterparts, colleagues, etc.
Career Group:
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Role:
Revised:
IM/IT
IT
Business Analysis
Professional
November 2016
Improving Operations: the ability and motivation to apply one's knowledge and past experience for improving
upon current modes of operation within the Ministry. This behaviour ranges from adapting widely used
approaches to developing entirely new value-added solutions.
Career Group:
Job Family:
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Role:
Revised:
IM/IT
IT
Business Analysis
Professional
November 2016