Customer Support Coordinator
Information Systems R24
An eligibility list may be established.
A great opportunity to take the next step in your career
Service BC Division is government’s leading provider of citizen- and business-centered services. Through our province-wide network of over 60 in-person service centers and a province-wide Contact Centre, we provide over 600 services on behalf of close to 40 partner ministries and agencies.
Through BC Registries and Online Services, we provide trusted registry services including the Corporate Registry, Personal Property Registry, Manufactured Home Registry, OneStop Business Registry and BC Online. We also have an important mandate to deliver secure and privacy-enhancing identity services for citizens and businesses, through the Provincial Identity and Information Management Program, to support access to digital government services and information.
Within Service BC Division, our people and our culture are important to us. We look for people who are motivated to deliver an excellent service experience to citizens, businesses, colleagues, peers, clients and partners. Our vision is to deliver innovation, value, and service excellence to the citizens of British Columbia and our aspirational goal is to become a best-in-class public service delivery organization. We believe in being kind and helpful, and we are committed to delivering “Service with Heart”.
The Customer Support Coordinator is responsible for the day-to-day operation of the IDIM Customer Support Analysts including management and scheduling of the team. The position leads the operation of the critical support desk that provides identity and access services to Ministries, Crown Corporations, citizens and businesses to enable them to have access to a variety of government services. The Coordinator leads the Customer Support Analysts and, when required, provides recommendations to senior staff to resolve identity information registration issues where existing policy and procedures delay or prevent legitimate access or use of an e-service. The Coordinator ensures the incident and problem management processes are followed. To resolve problems the position will need to understand how the business, technical, and policy components are inter-related and applied in both IDIM and partner e-services
The BC Public Service is an award winning employer and offers employees competitive benefits, amazing learning opportunities and a chance to engage in rewarding work with exciting career development opportunities. For more information, please see What We Offer.
The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.
For complete details about this opportunity, including accountabilities, please refer to the attached job profile. For specific position related enquiries, please contact Karen.Bolch@gov.bc.ca . DO NOT SEND YOUR APPLICATION TO THIS EMAIL ADDRESS. For more information about how to complete your job application, add/edit your resume and for more useful tips when applying for jobs, please refer to the Your Job Application page on the MyHR website. If you are still experiencing technical difficulty applying for a competition, please send an e-mail to BCPSA.Hiring.Centre@gov.bc.ca , before the stated closing time, and we will respond as soon as possible to assist you.
NOTE: Applications will be accepted until 11:00 pm Pacific Standard Time on the closing date of the competition.
In order to be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined below:
- Diploma, certification or equivalent in the computer science or information technology (IT) field. An equivalent combination of related education and experience in the computer science or information technology (IT) field may be considered.
- Minimum 2 years’ experience providing customer support services in an information technology environment.
- Minimum 2 years’ experience supervising staff.
- Preference may be given for experience delivering services in ITIL environment.
Applicants selected to move forward in the hiring process may be assessed on the Knowledge, Skills, Abilities and Competencies as outlined in the attached Job Profile located in the Additional Information section at the bottom of the posting.
A Criminal Record Check (CRC) will be required.
Cover letter required: NO – Please do not submit a cover letter as it will not be reviewed.
Resume required: YES – A resume is required as part of your application, however, it may not be used for initial shortlisting purposes.
Questionnaire: YES (COMPREHENSIVE) – As part of the application process, you will be prompted to complete a comprehensive online questionnaire to demonstrate how you meet the job requirements. Please allot approximately 60 minutes to complete the questionnaire.
IMPORTANT: Comprehensive questionnaire responses will be used to shortlist applicants against the job requirements. Please ensure you include all relevant information about your educational accomplishments and employment history including job titles, start and end dates (month and year) of your employment, and your accountabilities and accomplishments.