Systems AdministratorOperations Support Specialist

Location: Fully onsite

Public Sector Experience: Nice to have

Must Haves:

• Technical Proficiency setting up tech and offices supporting staff with technical support.
• Develop and maintain standard operating procedures for common IT processes and support activities and implement best practices for IT service delivery and continuous improvement initiatives.
• Efficient onsite technical support for hardware software and networkrelated issues. Manage user access controls software installations and system configurations
• Strong documentation and reporting skills create and maintain comprehensive technical documentation generate regular reports on support activities asset status and performance metrics

Description

Role Summary:

• Supply Ontario is seeking a dynamic Operations Support Specialist to join our Enterprise Technology team focusing on the Business Applications Portfolio. This role is instrumental in providing essential onsite operational support driving technological efficiency and ensuring seamless service delivery across the organization. The successful candidate will play a pivotal role in leading the upcoming office relocation project managing IT asset deployment and maintaining operational excellence through strategic coordination with various stakeholders. This position represents a unique opportunity to shape and enhance Supply Ontarios technological infrastructure while ensuring business continuity and operational optimization.

Responsibilities:

• Office Relocation Management:
  • Lead and coordinate the comprehensive technology aspects of office relocation ensuring minimal disruption to business operations.
  • Develop and execute detailed migration plans for all IT assets including hardware networking equipment and communication systems.
  • Collaborate with vendors and service providers to establish and configure new office technology infrastructure.
  • Ensure seamless transition of all technology services and maintain business continuity throughout the relocation process.
• IT Asset Management and Control:
  • Oversee comprehensive IT asset lifecycle management including inventory tracking maintenance and optimization.
  • Implement and maintain systematic asset documentation ensuring accurate records of hardware software and licenses.
  • Conduct regular audits and security checks to maintain compliance and identify unauthorized installations.
  • Coordinate with Finance for cost tracking and optimization opportunities.
• Technical Support and Service Delivery:
  • Provide prompt efficient onsite technical support for hardware software and networkrelated issues.
  • Manage user access controls software installations and system configurations.
  • Collaborate with IT Service Desk for escalated issues and resolution tracking.
  • Support employee onboarding and offboarding processes from an IT perspective.
• Operational Excellence and Process Optimization:
  • Develop and maintain standard operating procedures for common IT processes and support activities.
  • Implement best practices for IT service delivery and continuous improvement initiatives.
  • Monitor and report on key performance metrics related to IT support and asset management.
  • Facilitate effective communication between business units and the Enterprise Technology team.
• Documentation and Reporting:
  • Create and maintain comprehensive technical documentation user guides and process manuals.
  • Generate regular reports on support activities asset status and performance metrics.
  • Document and track all support activities through the designated ticket management system.
  • Maintain detailed records of IT infrastructure changes and configurations.
• Business Continuity and Risk Management:
  • Contribute to disaster recovery planning and documentation for IT assets and systems.
  • Participate in regular testing and updates of business continuity procedures.
  • Identify and mitigate potential risks related to IT infrastructure and operations.
  • Ensure compliance with security protocols and industry standards.

General Skills:

• Technical Proficiency: Strong understanding of IT infrastructure hardware software and networking concepts.
• ProblemSolving: Demonstrated ability to analyze technical issues and implement effective solutions.
• Project Management: Experience in coordinating complex technical projects and office relocations.
• Communication: Excellent verbal and written communication skills with ability to interact effectively with all organizational levels.
• Organization: Strong organizational skills with attention to detail in managing multiple priorities.
• Customer Service: Outstanding customer service orientation with a focus on user satisfaction.
• Process Improvement: Ability to identify and implement operational improvements and efficiencies.
• Documentation: Proficiency in creating and maintaining technical documentation and reports.

Desirable Skills:

• Asset Management: Experience with IT asset management systems and practices.
• Change Management: Understanding of change management principles and methodologies.
• Vendor Management: Experience in coordinating with external vendors and service providers.
• Security Awareness: Knowledge of IT security best practices and compliance requirements.
• Cloud Technologies: Familiarity with cloudbased services and migration strategies.
• Business Analysis: Basic understanding of business process analysis and optimization regulations and standards.

Deliverables

• Office Relocation Project Deliverables:
  • Comprehensive IT Migration Plan including:
    • Detailed timeline and milestones
    • Resource requirements and budget estimates
    • Risk assessment and mitigation strategies
    • Vendor coordination schedule
    • Equipment and infrastructure inventory
• New Office Technology Setup Documentation:
  • Network architecture diagrams
  • Equipment placement plans
  • Configuration documentation
  • Testing and validation protocols
  • Postmove assessment report

IT Asset Management Deliverables:

• IT Asset Management System:
  • Complete inventory database
  • Asset tracking procedures
  • Lifecycle management documentation
  • Regular audit reports
  • Cost analysis and optimization recommendations
• Asset Documentation:
  • Hardware inventory reports
  • Software license tracking system
  • Asset allocation records
  • Maintenance schedules
  • Disposal/retirement procedures

Operational Support Deliverables:

• Support Documentation:
  • Standard Operating Procedures (SOPs)
  • Troubleshooting guides
  • User manuals
  • Training materials
  • Service level metrics reports
• Process Improvement:
  • Monthly performance reports
  • Incident resolution statistics
  • Service improvement recommendations
  • User satisfaction surveys
  • Response time analytics

Technical Infrastructure Deliverables:

• System Administration:
  • Regular system health reports
  • Security audit findings
  • Patch management logs
  • Backup verification reports
  • Network performance metrics
• User Support:
  • Ticket resolution reports
  • User access management logs
  • Software deployment status
  • Hardware maintenance records
  • Support request analytics

Business Continuity Deliverables:

• Disaster Recovery Documentation:
  • Updated disaster recovery procedures
  • Business continuity test results
  • Emergency response protocols
  • Recovery time objectives
  • System restoration procedures
• Risk Management:
  • Risk assessment reports
  • Compliance documentation
  • Security incident reports
  • Mitigation strategy updates
  • Audit response documentation

Administrative Deliverables:

• Regular Reporting:
  • Weekly status reports
  • Monthly performance metrics
  • Quarterly asset reviews
  • Annual technology assessments
  • Budget tracking reports
• Team Collaboration:
  • Stakeholder communication plans
  • Vendor management reports
  • Team coordination protocols
  • Project status updates
  • Resource allocation reports

Additional Terms

Performance Expectations

• Quarterly performance reviews against agreedupon objectives and deliverables
• Minimum 80% achievement of approved quarterly objectives
• Development and maintenance of detailed project documentation
• Regular status reporting as per project management framework
• Adherence to all Supply Ontario policies procedures and professional standards

Work Arrangements

• Hybrid work arrangement with minimum 23 days per week onsite at Supply Ontario offices
• Flexibility to adjust schedule based on project needs and stakeholder availability
• Availability for occasional evening/weekend work during critical project phases

Intellectual Property and Confidentiality

• All work products documentation and intellectual property created during the engagement remain the property of Supply Ontario
• Strict adherence to confidentiality agreements and data protection protocols
• Nondisclosure agreement required as condition of engagement
• Return of all Supply Ontario property and materials upon contract completion

Probationary Period

• Initial 90day probationary period to assess fit and capabilities
• Clear performance objectives to be established within first 30 days
• Biweekly checkins during probationary period
• Option to terminate with 5 business days notice during probationary period

Early Termination Provisions

• Supply Ontario may terminate the contract with 10 business days written notice without cause
• Immediate termination for:
  • Breach of confidentiality or security protocols
  • Failure to meet minimum performance standards after documented warning
  • Violation of Supply Ontario policies or professional conduct standards
  • Misrepresentation of qualifications or experience
  • Extended unavailability without approved leave

Extension and Renewal Provisions

• Contract extension is at the sole discretion of Supply Ontario
• Extension decisions will align with Supply Ontarios internal procurement policies and procedures
• Factors considered for extension include but are not limited to:
  • Achievement of defined deliverables and performance metrics
  • Ongoing organizational need for services
  • Budget availability and value for money
  • Contractors demonstrated reliability and cultural fit
  • Project continuity requirements
• Extension terms:
  • Maximum extension periods as per Supply Ontario procurement policy
  • Rate adjustments if any must align with approved rate cards
  • Additional or modified terms may be introduced during extension
• Extension process:
  • Review initiated minimum 30 days before contract end date
  • Appropriate management approvals as per delegation of authority
  • Written notice of extension decision provided minimum 30 days before contract end
  • No guarantee or implicit right to extension regardless of performance
• Supply Ontario reserves the right to:
  • Modify role requirements during extension period
  • Adjust work arrangements and conditions
  • Implement new policies or procedures
  • Require additional qualifications or certifications
• Contractor acknowledgment:
  • No expectation of automatic renewal
  • Extension discussions do not constitute commitment