ISL 21R – Customer Support Analyst

Job Information
Author ahnationtalk
Date March 1, 2019
Deadline Open
Type Full Time
Company BC Public Service
Location Victoria, BC
Category Information Technology
Client BC Public Service
Contact Information
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ISL 21R – Customer Support Analyst – (58378)

Posting Title: ISL 21R – Customer Support Analyst
Position Classification: Information Systems R21
Union: GEU
Location: Victoria, BC V9B6X2 CA (Primary)
Salary Range: $57,480.47 – $65,417.88 annually
Close Date: 3/18/2019
Job Type: Regular Full Time
Temporary End Date:
Ministry/Organization: BC Public Service -> Citizens’ Services
Ministry Branch / Division: Service BC/IDIM
Job Summary:

Customer Support Analyst
Information Systems R21

An eligibility list may be established to fill permanent and/or temporary vacancies

An excellent opportunity to join this dynamic team and apply your technological skills

Service BC Division is government’s leading provider of citizen- and business-centred services. Through our province-wide network of over 60 in-person service centres 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”.

As government looks to provide citizens with direct online access to their information, the Ministry of Citizens’ Services has established a scalable Provincial Identity Information Management (IDIM) Program.  This Program provides sufficient security and privacy to enable citizens and businesses to obtain trusted identity information in electronic form to support use of, and access to, government programs, services and information – either in person or online, enabling the government’s transformation to a citizen-centered service model.

Within the Service and Technical Operations team, the Customer Support Analyst provides BCeID and BC Services Card Tier 2 support to Ministries, Crown Corporations, citizens and businesses to enable them to have access to a variety of government services. 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 capital of British Columbia, Victoria is a beautiful city, with beautiful beaches and harbours, and a variety of provincial parks to explore. Located on Vancouver Island, Victoria offers a bustling downtown scene and has a wide range of restaurants and entertainment venues to choose from.

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.

The BC Public Service is an inclusive and accessible employer. Please advise the hiring manager if any accommodations are required to assist you to ensure equitable participation.

For complete details about this opportunity, including accountabilities, please refer to the attached job profile.  For specific position related enquiries, please contact  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, 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.

Job Requirements:
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 field, or equivalent.
  • 1 year of experience providing customer support services in an information technology environment and/or helping end users to use and understand computer hardware and software. Preference will be given to those with 2 years or more of this experience.

Preference may be given to applicants will experience in the following:

  • Experience in supporting the following information technologies: Windows; MAC; iOS and Android environments and associated web browsers is preferred.
  • Experience in Problem Tracking systems; Service Now, My Service Centre, and Remedy.
  • Experience in providing support using scripted materials in multiple environments and organizing documented evidence

Note: This position may have varying work schedule may be required.

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: NO

Resume: YES – Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

Online Questionnaire: YES – As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements.

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