17 May

Portfolio Coordinator Client Support Service Jobs Vacancy in City Ottawa Ottawa

Position
Portfolio Coordinator Client Support Service
Company
City Ottawa
Location
Ottawa ON
Opening
17 May, 2018 4 days ago

City Ottawa Ottawa urgently required following position for Portfolio Coordinator Client Support Service. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Portfolio Coordinator Client Support Service Jobs Vacancy in City Ottawa Ottawa Jobs Details:

Position: Portfolio Coordinator, Client Support Service

Competition Number: 2018-EX-EN-52175307-01

Competition posting date: 2018.05.17

Competition closing date: 2018.05.31

Corporate Services Department, Information Technology Services, Frontline Services Branch
1 Full-time Temporary Position (up to 12 months) - 35 hours/week
Affiliation: CIPP
Salary: $88,588.50 to $107,791.32 annually (2018 rates of pay)
Location: 100 Constellation, Nepean

Category: Current Opportunities
Employment Group: Information Technology

Job Summary

Coordinate a traditional help desk team and improve maturity in a few areas (data analytics, capacity
management, staff engagement, new channel and technology adoption – text chat, automated tools, mobile
solutions, etc.). Near future state – participate in shaping future as team transitions into new solution focus
and new support models contributing to success of enterprise rollout of O365 platform including Office,
Teams, Sharepoint, OneDrive, Outlook/Exchange, Flow, Sway and more.

Education & Experience

Three-year university degree or three-year college diploma in Business Administration, Information Systems,
Computer Science, or related discipline.

Five (5) years experience in an IT client support environment (preferably in a multi-server, large-scale
corporate environment), including 2 years of supervisory responsibility

  • Experience and formal training combined with demonstrated performance and ability may substitute for
stipulated academic requirements.

Language, Certificates & Licenses

English oral, reading, writing required.

Knowledge

  • End-user support best practices
- ITIL best practices
- Dispute resolution techniques related to services within the assigned portfolio
- Desktop operating systems and application software (MS-Windows, MS-Office, MS-BackOffice

products)
- Desktop hardware products (Intel clones, printers)
- Help Desk support systems (SupportMagic, Marval)
- Automated call management software
- Quality client service processes
- Human resources/supervisory practices, coaching techniques, team building approaches, conflict

resolution, negotiation techniques
- Project management principles
- Must possess the training, experience and knowledge to organize the work and its performance
- Must be familiar with all applicable health and safety legislation, have knowledge of any potential or

actual danger to health or safety in the work place, and have knowledge of appropriate actions to be
taken in order to ensure the health and safety of staff in accordance with applicable legislation and city
policies and procedures

  • operational planning, financial forecasting, budget administration

Competencies & Skills

Strategic Leadership

  • Understands and is aware of the political environment and the accountability principles related to it
- Implements and reinforces processes to ensure clear linkages to vision, values and organizational

strategies and to department/branch/team/ individual goals and across the organization
- Provides inputs to strategic plans and programs taking into consideration Service Excellence,

sustainability, and cross-team impacts
- Monitors and remains informed of current and future internal and external trends and makes

recommendations to deliver client centric results
- Supports and implements organizational plans to capitalize on opportunities and address challenges
- Leads, motivates and supervises effectively in a complex, unionized work environment

Demonstrates Business Sense

  • Provides input to branch/division business decisions and makes effective operational decisions that
impact both the short and long term direction/sustainability of the organization
  • Researches and analyzes issues, makes decisions, develops appropriate solutions and formulates
recommendations
  • Applies sound financial and business sense in the input, development and implementation of all
budgets, plans, services and processes
  • Manages concurrent, complex, and often highly sensitive projects, and brings projects to completion
on time and within budget
  • Assesses and effectively manages financial and operational risks and resources for the team; takes
calculated risks by using good judgment and applying previous work experience as input to decision
making.

Builds Collaborative Relationships

  • Builds and maintains a strong network of internal and external contacts to achieve business goals
- Persuades others; builds consensus through give and take; brings conflicting points of view to

consensus, gains cooperation from others to obtain / share information and accomplish goals
- Demonstrates a collaborative approach in working with others in delivering products and services;

resolves and/or facilitates resolution of conflicts within the group, between related work groups, and/or
between the group and other constituencies

  • Communicates effectively, receives and shares information within and across teams in a timely and
transparent manner
  • Fosters a collaborative team environment among employees

Fosters Innovation and Change

  • Makes changes in response to the needs of the client and/or the situation; supports and explains the
rationale for change and keeps the team informed
  • Integrates change effectively into the team/operational environment
- Analyzes problems involving resources, scheduling, technical and other difficulties, and works with

multi-disciplinary teams to develop realistic and innovative solutions
- Facilitates effective brainstorming and encourages others to consider innovative alternatives and ideas

for continuous improvement.

Engages Employees

  • Fosters a supportive environment of trust, mutual respect and cooperation where employees feel they
have a voice and successes are celebrated
  • Provides ongoing encouragement, assistance, constructive feedback, performance management, goal
setting, recognition and career planning;
  • Recognizes and rewards employees for a positive behaviour
- Empowers employees by delegating appropriate levels of authority
- Ensures equitable distribution of routine and important tasks within the Team
- Creates and maintains a workplace that is sensitive to equity and inclusion
- Aware of how his/her actions impact the team
- Spends time with employees to develop mutual trust
- Consistently treats people with fairness and respect, is tactful and empathetic

Delivers Results

  • Uses organizational skills and abilities to plan, initiate, organize and prioritize team work, and to deal
effectively with multiple projects/demands, conflicting priorities, pressures and deadlines
  • Provides input to branch/division plans, and creates work unit plans with measurable goals that are
cascaded down to the individual employee level
  • Demonstrates and encourages a results-focused culture through ongoing monitoring of plans; holds
themselves and others accountable for achieving agreed upon commitments, deadlines and
milestones; quickly mobilizes resources to address a problem
  • Empowers staff and effectively delegates work, laying out specific expectations and deliverables
expected
  • Reinforces and monitors appropriate controls with regard to authorization of expenditures, payments,
processes and use of corporate resources (i.e. equipment, vehicles, etc.)

Client-Centric Focus

  • Understands the business and ensures a timely and proactive response to provide quality service to
meet and exceed diverse client needs and expectations
  • Reinforces how the contribution of each team member has an impact on service excellence, the need
to use a client-centric focus, and to actively work to achieve client service standards
  • Collects and uses client feedback on an ongoing basis to make recommendations for continuous
improvement
  • Keeps focused on the client when making decisions and taking actions; honours commitments,
demonstrates effective client relations by reacting appropriately to client requests, concerns and
complaints
  • Applies the principles of equity and inclusion in day to day service delivery

If this opportunity matches your interest and profile please apply online by using the "Apply"
button. If this is your first online application please refer to our resources on how to apply for jobs online.

We thank all candidates for their interest, however, only those selected to continue in the selection process
will be contacted.

The City of Ottawa is committed to providing quality services by establishing a qualified workforce that
reflects the diverse population it serves. The City encourages applications from all qualified individuals.

Accessible formats and communication supports are available upon request. Please contact the
HR Service Centre at 613-580-2424, extension 47411.


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