vCAD Administrator

Accountabilities:

System configuration and administration: Configure, maintain and optimize CAD and MDT systems, including static configuration tables, unit IDs, unit types, status codes, incident types and command-line settings.
Define, build and maintain police and fire response areas, including fire box alarms, response run cards, fire unit recommendation orders, police districts and beats.
Configure application business rules according to the operational needs of public safety agencies and document all specific configuration settings.
Manage user profiles, access permissions and security settings for personnel across regional partner agencies.
Maintain consistency across production, testing and training environments by replicating configuration data and validating system changes.
Coordinate the configuration, documentation and maintenance of system interfaces in collaboration with customers, regional agencies and technical teams.
Requirements, testing and change management: Translate end-user needs and operational requirements into clear technical specifications.
Guide public safety agencies through functional testing, system acceptance testing and validation activities.
Evaluate system modification requests, advise on application capabilities and process improvements, and communicate user recommendations to product development teams.
Coordinate software updates, enhancements, patches and emergency fixes across CAD workstations and MDT devices, ensuring appropriate testing before production deployment.
Support organizational change management activities and help facilitate the adoption of new system features and processes.
GIS and mapping management: Establish and maintain regular coordination with provincial GIS authorities and regional agencies to ensure timely mapping updates.
Import, configure and test GIS data within CAD and MDT systems, including street centerlines, address points, response areas, information layers, common places, building pre-plans and aerial imagery.
Maintain GIS datasets, troubleshoot mapping inconsistencies and coordinate data corrections with relevant provincial authorities.
Act as the subject matter expert for CAD and MDT mapping displays, ensuring accurate geographic information and maintaining documentation of all updates.
Technical support, troubleshooting and training: Provide application support and technical guidance to end users, including assistance with desktop applications, device installations and software updates.
Collaborate with customer and regional agency technical specialists to identify and resolve application issues, analyze error reports and manage outstanding incidents.
Submit, monitor and follow up on technical support tickets, coordinating with relevant support teams to ensure timely resolution.
Respond to system issues and outage calls during scheduled working hours, with critical after-hours technical support provided through a dedicated 24/7 support service.
Assist agency trainers with application-specific training materials and help reduce recurring user errors through guidance and knowledge sharing.
Mentor customer and regional agency personnel on CAD and MDT administration, promoting best practices in configuration management, change control and technical documentation.
Relationship management and reporting: Serve as the primary subject matter expert for agency-specific CAD configurations, advising stakeholders on new policies, processes and technology implementations.
Independently investigate and resolve complex or ambiguous technical issues, escalating when necessary while keeping relevant stakeholders informed.
Coordinate application dependencies and cross-departmental requirements to ensure smooth system operations.
Act as the main liaison between the managed service provider and the provincial Business Relationship Manager, coordinating system changes, updates and corrections.
Participate in technical meetings, planning sessions and working groups focused on CAD and MDT administration.
Prepare regular system status updates and monthly reports covering incidents, support activities and work completed.
Coordinate planned time off with customer and regional agency stakeholders to ensure appropriate service coverage.
Respect data privacy requirements by directing all requests involving personally identifiable information (PII) to the customer and regional agencies, which are responsible for reviewing and approving such requests.
Requirements:
Minimum of 5–7 years of professional experience in public safety CAD administration, dispatch systems support or a comparable technical specialist position.
In-depth knowledge of computer-aided dispatch (CAD) and mobile data terminal (MDT) systems, ideally including Versaterm vCAD or similar public safety dispatch platforms.
Hands-on experience configuring and administering CAD systems, including unit structures, status codes, incident types, response plans, operational rules and user access permissions.
Working knowledge of Geographic Information Systems (GIS) and public safety mapping data, including street centerlines, address points, response areas and Automatic Vehicle Location (AVL) information.
Experience managing testing, training and production environments, including configuration replication, release promotion, system updates and user acceptance testing.
Strong technical troubleshooting capabilities, including the ability to interpret system logs, investigate error reports and identify root causes.
Demonstrated ability to manage complex technical responsibilities independently, exercise sound judgment and navigate changing priorities in a customer-facing environment.
Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly to dispatchers, supervisors, trainers, IT specialists and other non-technical stakeholders.
Previous experience mentoring or coaching colleagues and establishing effective system administration procedures and best practices.
Strong organizational and time-management skills, with the ability to work autonomously and remain productive in a fully remote environment.
A collaborative and professional approach to working with public safety agencies, regional partners and internal technical teams.
Relevant education, training and professional experience sufficient to meet contractual requirements.
Security clearance requirement: Must be legally authorized to work in Canada and able to successfully obtain and maintain Government of Canada Reliability Status. Additional security verification requirements may apply depending on specific customer contracts. Maintaining all required clearances is a condition of employment.
Benefits:
Competitive compensation: Starting salary determined according to the successful candidate's experience, skills, education, training, internal equity, market benchmarks and business requirements.
Comprehensive benefits package: Access to a competitive employee benefits program.
Additional compensation opportunities: Certain positions may qualify for variable compensation, incentive plans or discretionary performance bonuses.
Remote-first flexibility: Work remotely from anywhere in Canada, with no requirement to attend a physical office.
Meaningful professional impact: Contribute to technology that supports police, fire and emergency communications teams in critical public safety operations.
Professional development: Gain valuable experience working with advanced CAD, MDT and GIS technologies while collaborating with public safety and technical specialists.
Inclusive workplace: Join an organization committed to equity, diversity, inclusion and providing a barrier-free working environment.
Accessibility support: Reasonable accommodations are available throughout the recruitment process and employment, upon request.