SUPPORT SPECIALIST

WINNIPEG, MB

• Competitive salary and benefits package.
• Defined-benefit pension plan.
• Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life and community.

• Participate as a representative from the IT Operations Department on the NERC CIP team to manage the NERC Centralized Security Management System (CSMS) workstation support including:
  - Assist in the maintenance, support and documentation of CIP Cyber workstations to ensure compliance to NERC CIP requirements. 
  - Assist with gathering required evidence as documented in CIP procedures during system changes, regular reviews, audits and as requested for evidence gathering for self-certifications and spot-checks. 
  - Assists with responses to NERC related information requests and implementing auditor recommendations. 
  - Assist in instances of potential non-compliance to identify root causes and mitigation actions. 
  - Assist in the implementation of corrective actions and mitigation plans. 
• Report potential violations and provide evidence and input during potential violation incident process. 
• Work with other IT employees, Reliability Compliance Department and external auditors as required.
• Coordinate and manage complex desktop incidents and problem resolutions via the Problem Investigation Process and managing Knowledge database. 
• Provide Tier 3 support, direction, consulting, and problem resolution for complex incidents received at the IT Service Desk.
• Participate in planning, design, and administration for the continued growth of the corporate endpoint environment and services, including process improvement for Incident processes, IT service requests, IT Service Desk, special projects, User Groups and Knowledge Management.
• Responsible for reviewing all Incident tickets on a regular basis and will coordinate the escalation of Incident tickets when necessary.
• Work with Project Managers and Project teams for a smooth transition to Production for IT Services. Mentor other employees.  May act as a project lead for assigned IT Operations projects and initiatives.

• A four-year degree in Computer Science from a university of recognized standing plus a minimum of five years related Incident Management experience. 
  OR
• A two-year diploma in Business Information Technology from an institute of recognized standing plus seven years' experience in Desktop Support function.
• Must obtain and maintain a current Personnel Risk Assessment and a "Clear" security rating in accordance with Manitoba Hydro policy P513.
• Critical Infrastructure Protection (CIP) Training is required and must be completed prior to transfer date and renewed annually.
• Expert knowledge of Incident and Problem Management processes within the ServiceNow ITSM suite.
• Experience must include support of Manito Hydro's desktop environment, including a detailed knowledge of the inner workings of the Windows operating system, Windows registry, Windows Management Interface (WMI), device driver updating, networking environment, and installation of software applications. 
• Must have excellent interpersonal and communication skills, with a focus on customer service; proven ability to communicate effectively, both orally and in writing, with people at all levels.
• Must have excellent analytical, decision making, and problem-solving skills. 
• Proven skills in being a technical leader for desktop support and performing problem resolution and follow-up with Customer Service in mind. 
• Proven ability to direct and train other specialists in the application of business disciplines in the formation of client solutions.
• ITIL Service Operations experience would be beneficial.