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Senior Systems Integrator, It Client Services | CareerAIM

Senior Systems Integrator, It Client Services
Date Posted
Friday, May 10, 2019
Toronto, ON
Municipality, City Towns, Economic Development

Reporting to the Manager, Business and Technology Planning, the Senior Systems Integrator, Client Services manages a team of information and technology specialists and oversees the delivery of assigned projects and strategic IT technical support to the City Clerk's Office, Mayor's Office, 44 Councillor Offices, as well as the Offices of the Integrity Commissioner, Lobbyist Registrar and Ombudsman.

Major Responsibilities: 

  • Works with representatives of the City Clerk's Office and Information Technology Division to determine requirements, and evaluates and recommends methodologies, tools, techniques, technologies and standards;
  • Works collaboratively with business clients and/or external vendors to identify potential issues, gaps, areas of concern and ambiguities with IT solutions;
  • Establishes and fosters effective partnerships with clients, including Elected Officials, Accountability Officers, internal and external stakeholders, members of the public and City staff to address and resolve conflicting demands and issues, while balancing corporate interests;
  • Understands the unique qualities and responsibilities of working in a political environment with Elected Officials;
  • Supervises, motivates, hires and trains assigned staff, ensuring effective teamwork, high standards of work quality and organizational performance, continuous learning and encourages innovation and professional development in others;
  • Supervisors the day-to-day operation of all assigned staff, including capacity planning and the scheduling, assigning and reviewing of work. Authorizes and coordinates vacation and overtime requests. Monitors complaints and recommends disciplinary action when necessary;
  • Manages and oversees the delivery of information technology, desktop and wireless communication services at multiple locations across the City, including City Hall, Metro Hall, Civic Centres, City Clerk's Office locations and offsite Councillors' Constituency Offices;
  • Leads, facilitates and contributes to the redesign, customization, reconfiguration, evaluation, redevelopment and sustainment of systems and standards, including formalized project management and methodology, data warehousing architecture, data modelling, metadata, change management and application development and migration;
  • Implements detailed plans and recommends policies/procedures regarding program-specific requirements;
  • Analyzes trends in the IT industry, business processes, policies and practices to proactively address identified issues and respond effectively to client and staff feedback;
  • Provide assessments and recommendations of current and emerging IT concepts/technologies, trends, ITIL best practices, IT-oriented techniques and business requirements for IT.
  • Oversees the monitoring and maintenance of access to and security of data and infrastructure, including ensuring the segregation of data and security of information in accordance with the Protection of Elected Officials' Information Directive and the Protection of Accountability Officers' Information Directive;
  • Oversees the development and implementation of standardized test strategies, test plans, test cases and test results documentation for application and system testing;
  • Ensures the delivery of superior information technology services for high-profile clients in a demanding and stressful environment under tight timelines;
  • Provides input into and administers assigned budgets, including the acquisition of hardware and software, and develops and administers assigned operating and capital budgets, ensuring that expenditures are controlled and maintained within approved budget limits;
  • Determines and implements appropriate support levels for Council and Committee meetings to ensure all IT equipment works optimally for both staff and Elected Officials;
  • Manages the installation and ongoing maintenance and support of multiple IT platforms and devices, including printers, fax machines, desktop equipment (PCs and Macs), mobile devices (Apple and Android) and VOIP phones;
  • Supervises the installation, configuration, rollout and quality assurance testing of applications, hardware and software, including maintaining an accurate inventory of assets;
  • Analyzes current business practices, business processes, data flows and recommends changes to meet business objectives, including the application of information technology;
  • Demonstrates customer service excellence, fiscal management and effective operational service delivery to effectively meet customer service needs and requirements in achieving Divisional mission, strategic directions and goals;
  • Leads project teams, including determining requirements, researching, evaluating and recommending the implementation and/or purchase of hardware and/or software;
  • Prepares RFI/Q/Ps and other formal project documents (ex: SOWs, MOUs, SLAs), leads in the evaluation, selection and recommendation of technical solutions and professional services;
  • Effectively manages relationships with vendors and contractors throughout solution delivery and sustainment processes, including installation, configuration, upgrades, issue management and quality assurance testing;
  • Develops, manages and reports to senior management, business and technical stakeholders on all assigned projects (including business case, feasibility study, environmental scan, charter, work plan, schedule, progress, budget, risks, contingencies, issue management, change management, resource management, quality review/best practices and other project related documents). Resources include internal or contracted business and technical staff supports.
  • Supervises the setup, administration, support for and upgrades to City Clerk's Office accounts, servers, systems, databases and domains;
  • Develops and provides reports to Senior Management on service levels, trends and other required information;
  • Plans, assesses the impact of, addresses issues associated with, implements and support the rollout of concurrent corporate technology initiatives, including major upgrades and technology refreshes;
  • Provides consultation services to City Clerk's Office IT and Corporate IT on the impact and assessment of proposed upgrades;
  • Develops, recommends, implements policies and procedures, and ensures compliance with existing IT policies and procedures regarding all activities;
  • Consults regularly with representatives from the City Clerk's Office's clients
  • Evaluates existing and emerging business issues and develops, conducts, reviews and recommends IT solutions and provides IT services such as security and system administration, hardware and software acquisition, education and communication, document management, desktop and application support, data and quality assurance and report management;
  • Provides reliable system performance through on-going replacement, upgrade and/or maintenance of software and/or hardware and works with suppliers and consultants to ensure product availability to meet business requirements;
  • Identifies issues for senior management consideration/action and provides advice to the Manager, Deputy City Clerk and City Clerk on matters related to IT services;
  • Ensures compliance with all application legislation such as the Ontario Occupational Health and Safety Act (OHSA) and other relevant codes and regulations.

Key Qualifications:

  1. Post-secondary education in Computer Science, Project Management or other relevant discipline and considerable experience working on large-scale information technology projects or the equivalent combination of education and/or experience.
  2. Considerable experience leading, motivating and training technical/business project teams, IT staff and contractors in a large, diverse business/IT environment.
  3. Considerable experience with complete life cycles of IT business solution implementation, focused on the planning phase.
  4. Considerable project management experience from inception to completion including: business case, work plans, financials, risks, quality management, issues management and analysis in a large, diverse computing environment.
  5. Experience working with technologies and products such as networks, servers, desktops, databases, e-service, quality assurance tools, data storage and all software components associated with it
  6. Solid knowledge of software development practices, concepts, and technology obtained through work experience
  7. Excellent leadership, facilitation, interpersonal and communication skills with the ability to work effectively as a team member and collaboratively in a multidisciplinary team.
  8. Ability to establish and maintaining an effective working relationship with high-profile clients, including Elected Officials and Accountability Officers.
  9. Effective analytical and problem-solving skills in planning and designing creative solutions to meet customer needs.
  10. Ability to work flexible hours, including days, afternoons, nights and weekends, as required.

           Project Management Professional (PMP) certification is considered a strong asset.

Equity, Diversity and Inclusion:

The City of Toronto is committed to fostering an inclusive, accessible environment where all employees and members of the public feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the public and the communities in which we live and serve.


If you are an individual who requires accommodation to apply to this position, due to disability under the Ontario Human Rights Code, please email us at, quoting job ID #2324964 and the job title.  The City is committed to providing Code-protected accommodation throughout its hiring process.  Please visit Hiring Policies and Statements for further details.