Systems Administrator Operations Support Specialist 10348

• Support and troubleshoot server, application, and desktop issues using run books and standard procedures.
• Monitor system dashboards and alerts for CCIM environments and take action as required.
• Review system and PC logs in line with logging and monitoring policies.
• Provide support for business applications following run books and deployment guides.
• Balance scheduled service activities with urgent support requests and respond quickly.
• Provide after-hours and on-call support when needed.
• Act as a liaison between users and technical teams (DBAs, System Administrators, Network Administrators, Privacy and Security Specialists).
• Manage IT processes for projects and recommend improvements following ISO 27001 and CCIM security/privacy guidelines.
• Provide desktop support through the ticketing system and ensure high-quality, timely service.
• Maintain network connections and create/manage user accounts.
• Perform data and server backup and recovery.
• Install and manage system, server, and application patches.
• Build, configure, and set up ITSM tools (e.g., FootPrints) for change, incident, and problem management.
• Design, configure, and customize FootPrints based on business requirements.
• Export and migrate FootPrints data as needed.
• Conduct systems analysis and configuration for new hardware, including security hardening and software deployment.
• Provide hardware and software setup support.
• Support servers and applications, including backup, recovery, and overall maintenance of technical infrastructure.

• Participate in walkthroughs of functional and technical specifications and system requirements.
• Identify testing issues, assess risk and priority, escalate unresolved problems, and create trouble tickets as needed.
• Use a range of testing technologies (e.g., Windows and SQL Servers, Citrix, network infrastructure, Office 365, laptop images, Cisco VOIP, WordPress, Postman, JMeter, TestRail, WinSCP).
• Apply knowledge of testing tools, testing types (functional and non-functional), methodologies, and current testing practices.
• Apply understanding of project management roles and processes.
• Set up and maintain test environments, including creating and managing virtual machines.
• Perform QA validations in production outside regular business hours when required.
• Support development/technology teams by reproducing defects and assisting with troubleshooting.
• Support broader infrastructure and application activities, including organizing knowledge materials, maintaining knowledge bases, and supporting automation efforts.
• Help develop and improve QA processes with team members.
• Ensure all testing meets security requirements and follows industry best practices, Ministry security and privacy guidelines, and ISO 27001 standards.

• Oversee and support quality-assurance testing for system operations.
• Provide advanced troubleshooting to resolve complex issues that affect key business systems and infrastructure.
• Complete root-cause analysis for system and infrastructure problems, ensuring issues are escalated promptly and appropriately, along with clear recommendations on how to resolve them.

• Testing and replicating issues to help identify the root cause of infrastructure problems and incidents.
• Managing and escalating issues quickly and appropriately, and providing clear options for how to resolve them.
• Leading or supporting the development of change impact assessments for proposed system changes.
• Leading or supporting the escalation and resolution of operational issues, as well as risk management and technical change control activities.
• Tracking and reporting detailed status updates, supporting issue resolution, and ensuring all change requests are logged and properly managed.

• Following industry best practices, policies, and procedures needed to maintain and support privacy and security requirements.
• Making sure all testing meets security standards—both physical and system-level—in line with ISO 27001 and Security, Privacy, and Risk Management guidelines.
• Ensuring that application upgrades follow internal processes and policies, including privacy and security standards, and applying IT project management and ITIL best practices.
• Incorporating lessons learned into daily work to continuously improve processes and outcomes.

• Help create, review, and test build books, run books, deployment guides, and other operational documents as needed.
• Create and maintain documents for technical upgrades, such as change requests, implementation plans, resource schedules, and back-out plans.

• 2+ years of experience working in the healthcare industry
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health

• 10+ years building, maintaining, and supporting network and security infrastructure.
• Strong understanding of integrated technical environments and supporting network technologies, including:
• Citrix NetScaler
• Security tools (IPS, geofencing, firewalls)
• VMware (ESXi, vSphere)
• Microsoft Server and Active Directory
• Monitoring tools (SolarWinds, Splunk, Hyperic)
• Cisco VOIP components

• Experience with ISO 27001 implementation and certification.
• Hands-on experience with switches, routers, firewalls, VPNs, and external hosting/outsourced service providers.
• Skilled in supporting:
• Check Point Firewall/VPN
• Cisco switching/routing (physical and virtual)
• McAfee security tools (AV, HIPS, NIPS)
• Windows Server environments

• Provide technical expertise and operational advice to management on infrastructure, database, network, and application impacts.
• Provide guidance to database, network, and systems administrators.
• 5+ years working in complex environments (Windows/Linux servers, VMware, Citrix, Oracle, SQL Server).
• Experienced in managing virtual environments using VMware.
• Use of monitoring tools such as Hyperic and Splunk.
• Skilled with ITSM/ticketing tools (FootPrints), including setup, configuration, customization, upgrades, migrations, and supporting change, incident, and problem management processes.

• 2+ years working with ITIL service management processes (Incident, Problem, Change), providing Tier 3 technical support using ticketing tools and working with Service Desk, clients, and technical teams.
• Experience identifying issues, escalating appropriately, and following escalation procedures.
• ITIL Foundation certification (or equivalent experience).
• 2+ years supporting Project Management processes, roles, and responsibilities (PM certification or equivalent experience).
• Ability to manage IT processes in line with ISO 27001 security and privacy standards.
• Knowledge of IT infrastructure and operations standards, tools, and methods.
• Experience managing change, including writing change requests, plans, schedules, and back-out plans.
• Skilled in tracking and reporting status to various stakeholders, including clients.
• Apply ITIL best practices for incident, problem, change, configuration, and release management.
• Ability to review client needs and recommend cost-effective I&IT solutions.
• Skilled in analyzing business requirements and preparing technical, project, and operational documentation.
• Knowledge of infrastructure technologies (OS, networks, application and testing tools) to provide technical expertise across all areas of infrastructure management.

• Strong leadership and people management experience.
• Able to facilitate meetings, build rapport, and guide discussions to successful outcomes.
• Proven ability to build strong working relationships.
• Clear and effective communicator, both verbally and in writing.
• Strong customer service skills, using tact and diplomacy to meet client needs.
• Strong analytical, problem-solving, and decision-making abilities.
• Good listener who helps resolve issues effectively.
• Motivated, flexible team player who can multitask and meet tight deadlines.

• Strong understanding of integrated technical environments and supporting network technologies, including:
• Citrix NetScaler
• Security tools (IPS, geofencing, firewalls)
• VMware (ESXi, vSphere)
• Microsoft Server and Active Directory
• Monitoring tools (SolarWinds, Splunk, Hyperic)
• Cisco VOIP components

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