At the Canadian Digital Service (CDS) our mandate is to help government improve the way it designs and delivers services to people in Canada. We believe that public services should be easy to use, secure, reliable, accessible and inclusive for everyone – and we want your help!

About CDS

We believe that public services should be easy to use, secure, reliable, accessible and inclusive for everyone — especially those most in need — and we want your help!

The Canadian Digital Service (CDS) is part of Employment and Social Development Canada (ESDC). We aim to advance the goals of the Digital Ambition and improve service experiences in the Government of Canada.

About the Platform Support team

The user base of Notify, Forms and Design System is growing rapidly year over year. You will be joining a well-organized team that consistently receives high praise from users. Your work will help Platform maintain the highest level of client support, and your input, as the voice of the client, will help shape future documentation and product development. The positions require strong communication, customer service, problem-solving, technical and organizational skills.

The Platform Support team is hiring a Technical Support Analyst!

This role is a 1-year term position and is classified as an IT-02 in the Computer Systems (CS), bilingual imperative (BBB).

For this opportunity, priority will be given to candidates currently employed by the Federal Public Service. We welcome applications for various tenures, such as indeterminate, deployment, acting, assignment, secondment, and specified period. If you are looking to join a dynamic team, we encourage you to apply!

Principal Duties and Responsibilities:

  • Analyze and troubleshoot support tickets and problems for our clients across our various platform products:
  • Take ownership of responding to inquiries, issues, and escalations.
  • Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues.
  • Work cross-functionally to resolve issues and provide customer care.
  • Provide hands-on technical support to clients via our email ticketing system and occasionally via Teams.
  • Demonstrate excellent customer service skills through all levels of communication, incident/problem management, escalation, and resolution activities.
  • Document persistent issues, generate reports, and leverage reports and your insights to advocate for product and documentation improvements.
  • Meet with Product and CX/Growth Development teams regularly to provide feedback on production support-related issues and improvements.
  • Help maintain and improve technical documentation associated with supported client environments.
  • Help maintain and improve product integrations between products, such as the ticketing tool and a CRM.
  • Provide on-call support for rotations and escalations once or twice a quarter.

Qualifications:

Being client-oriented

  • Ability to work in a customer-facing role and preferably has experience working directly with clients and handling queries. Being client-oriented to provide the best outcomes to our clients.
  • Strong written and verbal communication skills including the ability to listen, show empathy.
  • Facility working in highly variable, multi-stakeholder environments.
  • Ability to promote inclusive delivery and upholding impact, openness, integrity and fairness.

Analytical thinking

  • Ability to work with technical materials and concepts, interpret and act upon it and guide others through it.
  • Analytical thinking and ability to research, with the support of product teams, solutions to technical issues.
  • Strong organizational skills to be able to keep up with various customer needs and conduct follow-ups in a timely manner.

Technical Knowledge

  • Knowledge of APIs, web services, cloud and Javascript to create and support integrations between products.
  • Ability to collaborate with internal and external technical and non-technical stakeholders.

We recognize that everyone brings skills and experiences to the table and that not everyone “checks all the boxes”. Apply anyway! Tell us why you’re the right fit for the job.

CDS welcomes all applicants, including Veterans and people of all races, ethnicities, religions, sexual orientations, gender identities and expressions, national origins, disabilities, ages, body sizes and including those with diverse households and family commitments. We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information on this page to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

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Requesting accomodation

Equal access to job opportunities is important to us. If selected for an introductory call, we’ll ask if you have requests for accommodation during the hiring process.

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