COMPETENCY DICTIONARY

BEHAVIOURAL AND TECHNICAL COMPETENCIES

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I NTRODUCTION

The Organizational Readiness Office, with the help of subject matter experts and CS representatives from
numerous departments, developed the competency dictionaries specifically for the IT Community across
government.

In today's workplace, it's not just completing tasks that's important. How people perform their jobs and the
behaviors they demonstrate on the job are the key to success.

Although the focus of the competency dictionaries is on the skills, abilities and behaviors that are specific to
jobs in IT Community, we assume that the behavioral dictionary will also be appropriate for other communities.

Competency Based Management

Competency Based Management is a proven methodology being used in the workplace by those who want to
take an integrated approach to human resources management. At the centre of the system is the Job
Competency Profile. The profile is based on the work descriptions and built by combining competency
definitions from the behavioral and technical competency dictionaries.

The competency definitions describe the observable knowledge, skills, abilities and behaviors needed for
successful job performance and include levels of proficiency that are described in terms of behavioral
indicators. The indicators highlight the behaviors that are expected at a certain level of job performance
ranging from the introductory and basic levels to the advanced and expert levels.

Once the Job Competency Profile has been created, it forms the foundation of the Competency Based
Management system and can be used for the complete range of human resources planning and management
functions. This includes developing statements of qualifications, staffing using behavioral-based interviewing
techniques, implementing self-evaluation and performance management processes, and supporting learning
and career development.

Using the Competency Dictionaries

The IT Community competency dictionaries are tools that can be used for developing competency profiles.
The dictionaries help identify the success factors by defining the types and level of skills and behaviors
needed for the job.

The Organizational Readiness Office will be developing generic job competency profiles based on the generic
work descriptions that have been developed in collaboration with the IT Community. Until these are
developed, you may want to refer to these dictionaries if you are developing work descriptions or statements
of qualifications or are considering developing a competency profile.

What is important is that we all start to use a common language when we describe the skills, abilities and
behaviors needed for IT jobs.

Two Types of Dictionaries

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 1. The Behavioral Competency Dictionary describes the non-technical competencies that apply to IT
jobs. These competencies are generic in nature and are often shared by people across the
organization. They reflect the values of the organization and describe its working culture. They
include things like Adaptability, Communication, Decision Making, Planning and Organizing,
Teamwork and Continuous Learning.
2. The Technical Competency Dictionary includes the skills, abilities and behaviors that are required
when applying specific technical knowledge on the job. For example, Application Development
Support and Maintenance, Database Design and Management, Security/ Information and Application
Protection and Service Management Processes.

Both behavioral and technical competencies are included in the job competency profiles.

Take a Look

You can take a look at the competency dictionaries to get a better idea of the range of requirements or
qualifications needed by IT workers.

These days, managers use competencies to screen and select candidates. They develop interview questions
that focus on abilities and behaviors instead of tasks and experience. You may have had experience with this
type of interview process already.

The dictionaries can help you identify the level of proficiency you are working at now. You can also see what is
required at the next level and assess your ability to progress to that level. You are better able to plan your
career by targeting areas of strength and areas that need improvement. By focusing on the competencies, you
can determine your learning needs and be specific about what you need to learn.

Take a look at the dictionaries. Use them if you are developing competency profiles or learn more about
what's needed for work in the IT Community.

Behavioural Competency Dictionary

Table of Contents

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 1. Introduction 13. Initiative
2. Adaptability
14. Team Leadership
3. Continuous Learning
15. Change Leadership
4. Communication
16. Client Focus
5. Organizational and
Environmental 17. Partnering
Awareness
18. Developing Others
6. Creative Thinking
19. Planning and
7. Networking / Organizing
Relationship Building
20. Decision Making
8. Conflict Management
21. Analytical Thinking
9. Stewardship of
Resources 22. Results Orientation

10. Risk Management 23. Teamwork

11. Stress Management 24. Values and Ethics

12. Influence 25. Visioning and Strategic

Thinking

1. INTRODUCTION

What are Competencies?

Competencies are observable abilities, skills, knowledge, motivations or

traits defined in terms of the behaviours needed for successful
job performance. Competencies are not new. What is new is their
integrated use across human resource functions.

How Are the Competencies Structured?

For all competencies in the dictionary, a definition is provided. Each

competency also includes a proficiency scale that indicates the full range of
expression of the competency. Most proficiency scales have five levels.
Each proficiency level is described in terms of behavioural indicators. The
behaviours at each level of the scale are illustrative rather than definitive;
that is other examples of behaviour are possible. Each competency scale
is cumulative which means that, although behaviors from lower levels are
not repeated at higher level, they nonetheless apply.

How to Use this Dictionary?

The contents of this dictionary represent the behavioral or non-technical

competencies that apply to jobs in the federal Public Service. The
dictionary can be used for a variety of purposes including recruitment and
staffing, learning and career development and performance management.
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 For each job, choose the competencies and proficiency learning that are
most critical to performance excellence.

2. ADAPTABILITY

Adjusting own behaviors to work efficiently and effectively in light of

new information, changing situations and/or different environments

L EVEL 1
R ECOGNIZES HOW CHANGE WILL AFFECT WORK
• Accepts that things will change.
• Seeks clarification when faced with ambiguity or uncertainty.

• Demonstrates willingness to try new approaches.

• Suspends judgment; thinks before acting.

• Acknowledges the value of others’ contributions regardless of

how they are presented.

L EVEL 2
A DAPTS ONE ’ S W ORK TO A SITUATION
• Adapts personal approach to meet the needs of different or
new situations.
• Seeks guidance in adapting behavior to the needs of a new
or different situation.

L EVEL 3
A DAPTS TO A VARIETY OF CHANGES
• Adapts to new ideas and initiatives across a wide variety of
issues or situations.
• Shifts priorities, changes style and responds with new
approaches as needed to deal with new or changing
demands.

L EVEL 4
A DAPTS TO LARGE , COMPLEX AND / OR FREQUENT CHANGES
• Publicly supports and adapts to major/fundamental changes
that show promise of improving established ways of
operating.
• Seeks opportunities for change in order to achieve
improvement in work processes, systems, etc.

• Maintains composure and shows self control in the face of

challenges and change.

L EVEL 5
A DAPTS ORGANIZATIONAL STRATEGIES
• Anticipates change and makes large or long-term adaptations
in organization in response to the needs of the situation.
• Performs effectively amidst continuous change, ambiguity
and, at times, apparent chaos.

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 • Shifts readily between dealing with macro-strategic issues
and critical details.

Note: "Adaptability" links to the competency "Management Excellence –

Action Management," identified as relevant for federal Public Service
leaders.

3. Continuous Learning

Identifying and addressing individual strengths and weaknesses,

developmental needs and changing circumstances to enhance
personal and organizational performance

L EVEL 1
A SSESSES AND MONITORS ONESELF TO MAINTAIN
PERSONAL EFFECTIVENESS
• Continually self-assesses and seeks feedback from others to
identify strengths and weaknesses and ways of improving.
• Pursues learning opportunities and ongoing development.

L EVEL 2
S EEKS TO IMPROVE PERSONAL EFFECTIVENESS IN CURRENT
SITUATION
• Tries new approaches to maximize learning in current
situation.
• Takes advantage of learning opportunities (e.g., courses,
observation of others, assignments, etc.).

• Integrates new learning into work methods.

L EVEL 3
S EEKS LEARNING OPPORTUNITIES BEYOND CURRENT
REQUIREMENTS
• Sets challenging goals and standards of excellence for self in
view of growth beyond current job.
• Actively pursues self-development on an ongoing basis
(technically and personally).

• Pursues assignments designed to challenge abilities.

L EVEL 4
A LIGNS PERSONAL DEVELOPMENT W ITH OBJECTIVES OF
ORGANIZATION
• Designs personal learning objectives based on evolving
needs of the portfolio or business unit.
• Uses organizational change as an opportunity to develop new
skills and knowledge.

L EVEL 5
A LIGNS PERSONAL LEARNING W ITH ANTICIPATED CHANGE IN
ORGANIZATIONAL STRATEGY
• Identifies future competencies and expertise required by the
organization and develops and pursues learning plans
accordingly.
• Continuously scans the environment to keep abreast of
emerging developments in the broader work context.

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 Note: "Continuous Learning" links to the competency "Management
Excellence – Action Management" identified as relevant for federal Public
Service leaders.

4. Communication

Listening to others and communicating in an effective manner that

fosters open communication

L EVEL 1
L ISTENS & CLEARLY PRESENTS INFORMATION
• Makes self available and clearly encourages others to initiate
communication.
• Listens actively and objectively without interrupting.

• Checks own understanding of others’ communication (e.g.,

repeats or paraphrases, asks additional questions).

• Presents appropriate information in a clear and concise

manner, both orally and in writing.

L EVEL 2
F OSTERS TW O- W AY COMMUNICATION
• Elicits comments or feedback on what has been said.
• Maintains continuous open and consistent communication
with others.

• Openly and constructively discusses diverse perspectives

that could lead to misunderstandings.

• Communicates decisions or recommendations that could be

perceived negatively, with sensitivity and tact.

• Supports messages with relevant data, information, examples

and demonstrations.

L EVEL 3
A DAPTS COMMUNICATION TO OTHERS
• Adapts content, style, tone and medium of communication to
suit the target audience’s language, cultural background and
level of understanding.
• Takes others’ perspectives into account when
communicating, negotiating or presenting arguments (e.g.,
presents benefits from all perspectives).

• Responds to and discusses issues/questions in an

understandable manner without being defensive and while
maintaining the dignity of others.

• Anticipates reactions to messages and adapts

communications accordingly.

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 L EVEL 4
C OMMUNICATES COMPLEX MESSAGES
• Handles complex on-the-spot questions (e.g., from senior
public officials, special interest groups or the media).
• Communicates complex issues clearly and credibly with
widely varied audiences.

• Uses varied communication systems, methodologies and

strategies to promote dialogue and shared understanding.

• Delivers difficult or unpopular messages with clarity, tact and

diplomacy.

L EVEL 5
C OMMUNICATES STRATEGICALLY
• Communicates strategically to achieve specific objectives
(e.g., considering such aspects as the optimal message to
present, timing and forum of communication).
• Identifies and interprets departmental policies and
procedures for superiors, subordinates and peers.

• Acknowledges success and the need for improvement.

5. Organizational and Environmental Awareness

Understanding the workings, structure and culture of the organization

as well as the political, social and economic issues, to achieve results

L EVEL 1
U NDERSTANDS FORMAL STRUCTURE
• Monitors work to ensure it aligns with formal procedures and
the organization’s accountabilities.
• Recognizes and uses formal structure, rules, processes,
methods or operations to accomplish work.

• Actively supports the public service mission and goals.

L EVEL 2
U NDERSTANDS INFORMAL STRUCTURE AND CULTURE
• Uses informal structures; can identify key decision-makers
and influencers.
• Effectively uses both formal and informal channels and
networks for acquiring information, assistance and
accomplishing work goals.

L EVEL 3
E FFECTIVELY OPERATES IN EXTERNAL ENVIRONMENTS
• Achieves solutions acceptable to varied parties based on
understanding of issues, climates and cultures in own and
other organizations.
• Accurately describes the issues and culture of external
stakeholders. Uses this information to negotiate goals and
initiatives.

L EVEL 4
U NDERSTANDS ORGANIZATIONAL POLITICS , ISSUES AND
EXTERNAL INFLUENCES

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 • Anticipates issues, challenges and outcomes and effectively
operates to best position the organization.
• Supports the changing culture and methods of operating, if
necessary, for the success of the organization.

• Ensures due diligence by keeping informed of business and

operational plans and practices.

L EVEL 5
O PERATES EFFECTIVELY IN A BROAD SPECTRUM OF
POLITICAL , CULTURAL AND SOCIAL MILIEU
• Demonstrates broad understanding of social and economic
context within which the organization operates.
• Understands and anticipates the potential trends of the
political environment and the impact these might have on the
organization.

• Operates successfully in a variety of social, political and

cultural environments.

• Uses organizational culture as a means to influence and lead

the organization.

Note: "Organizational and Environmental Awareness" links to the

competency "Action Management – Design and Execution" identified as
relevant for federal Public Service leaders.

6. Creative Thinking

Questioning conventional approaches, exploring alternatives and

responding to challenges with innovative solutions or services, using
intuition, experimentation and fresh perspectives.

L EVEL 1
A CKNOW LEDGES THE NEED FOR NEW APPROACHES
• Is open to new ideas.
• Questions the conventional approach and seeks alternatives.

• Recognizes when a new approach is needed; integrates new

information quickly while considering different options.

L EVEL 2
M ODIFIES CURRENT APPROACHES
• Analyzes strengths and weaknesses of current approaches.
• Modifies and adapts current methods and approaches to
better meet needs.

• Identifies alternate solutions based on precedent.

• Identifies an optimal solution after weighing the advantages

and disadvantages of alternative approaches.

L EVEL 3
I NTRODUCES NEW APPROACHES

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 • Searches for ideas or solutions that have worked in other
environments and applies them to the organization.
• Uses existing solutions in innovative ways to solve problems.

• Sees long-term consequences of potential solutions.

L EVEL 4
C REATES NEW CONCEPTS
• Integrates and synthesizes relevant concepts into a new
solution for which there is no previous experience.
• Creates new models and methods for the organization.

• Identifies flexible and adaptable solutions while still

recognizing professional and organizational standards.

L EVEL 5
N URTURES CREATIVITY
• Develops an environment that nurtures creative thinking,
questioning and experimentation.
• Encourages challenges to conventional approaches.

• Sponsors experimentation to maximize potential for

innovation.

Note: "Creative Thinking" links to the competency "Strategic Thinking,"

identified as relevant for federal Public Service leaders.

7. Networking / Relationship Building

Building and actively maintaining working relationships and/or

networks of contacts to further the organization’s goals

L EVEL 1
A CCESSES SOURCES OF INFORMATION
• Seeks information from others (e.g., colleagues, customers).
• Maintains personal contacts in other parts of the organization
with those who can provide work-related information.

L EVEL 2
B UILDS KEY CONTACTS
• Seeks out the expertise of others and develops links with
experts and information sources.
• Develops and nurtures key contacts as a source of
information.

• Participates in networking and social events internal and

external to the organization.

L EVEL 3
S EEKS NEW NETW ORKING OPPORTUNITIES FOR SELF AND
OTHERS .
• Seeks opportunities to partner and transfer knowledge (e.g.,
by actively participating in trade shows, conferences,
meetings, committees, multi-stakeholder groups and/or
seminars).

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 • Cultivates personal networks in different parts of the
organization and effectively uses contacts to achieve
results...

• Initiates and develops diverse relationships.

L EVEL 4
S TRATEGICALLY EXPANDS NETW ORKS
• Builds networks with parties that can enable the achievement
of the organization’s strategy.
• Brings informal teams of experts together to address
issues/needs, share information and resolve differences, as
required.

• Uses knowledge of the formal or informal structure and the

culture to further strategic objectives.

L EVEL 5
C REATES NETW ORKING OPPORTUNITIES
• Creates and facilitates forums to develop new alliances and
formal networks.
• Identifies areas to build strategic relationships.

• Contacts senior officials to identify potential areas of mutual,

long-term interest.

8. Conflict Management

Preventing, managing and/or resolving conflicts

L EVEL 1
I DENTIFIES CONFLICT
• Recognizes that there is a conflict between two or more
parties.
• Brings conflict to the attention of the appropriate individual(s).

L EVEL 2
A DDRESSES EXISTING CONFLICT
• Listens to differing points of view and emphasizes points of
agreement as a starting point to resolving differences...
• Openly identifies shared areas of interest in a respectful and
timely manner.

L EVEL 3
A NTICIPATES AND ADDRESSES SOURCES OF POTENTIAL
CONFLICT
• Anticipates and takes action to avoid/reduce potential conflict
(e.g., by encouraging and supporting the various parties to
get together and attempt to address the issues themselves).
• Refocuses teams on the work and end-goals, and away from
personality issues.

L EVEL 4
I NTRODUCES STRATEGIES FOR RESOLVING EXISTING AND
POTENTIAL CONFLICT

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 • Provides consultation to or obtains consultation / mediation
for those who share few common interests and who are
having a significant disagreement.
• Introduces innovative strategies for effectively dealing with
conflict (e.g., mediation, collaborative and "mutual gains"
strategies).

L EVEL 5
C REATES AN ENVIRONMENT W HERE CONFLICT IS RESOLVED
APPROPRIATELY
• Creates a conflict-resolving environment by anticipating and
addressing areas where potential misunderstanding and
disruptive conflict could emerge.
• Models constructive approaches to deal with opposing views
when personally challenging the status quo and when
encouraging others to do so as well.

9. Stewardship of Resources

Ensures the effective, efficient and sustainable use of Public Service

resources and assets: human and financial resources, real property
and business information.

L EVEL 1
U SES RESOURCES EFFECTIVELY
• Protects and uses resources and assets in a conscientious
and effective manner.
• Identifies wasteful practices and opportunities for optimizing
resource use.

L EVEL 2
E NSURES EFFECTIVE USE OF RESOURCES
• Monitors and ensures the efficient and appropriate use of
resources and assets.
• Explores ways of leveraging funds to expand program
effectiveness.

L EVEL 3
C ONTROLS RESOURCE USE
• Allocates and controls resources and assets within own area.
• Implements ways of more effectively utilizing resources and
assets.

• Assigns and communicates roles and accountabilities to

maximize team effectiveness; manages workload.

L EVEL 4
I MPLEMENTS SYSTEMS TO ENSURE STEW ARDSHIP OF
RESOURCES
• Identifies gaps in resources that impact on the organization’s
effectiveness.
• Develops strategies to address resource gaps/issues.

• Ensures alignment of authority, responsibility and

accountability with organizational objectives.

• Ensures that information and knowledge sharing is integrated

into all programs and processes.
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 • Acts on audit, evaluation and other objective project team
performance information.

L EVEL 5
E NSURES STRATEGIC STEW ARDSHIP OF RESOURCES
• Directs resources to those areas where they will most
effectively contribute to long-term goals.
• Sets overall direction for how resources and assets are to be
used in order to achieve the vision and values.

• Institutes organization-wide mechanisms and processes to

promote and support resource management.

Note: "Stewardship of Resources" links to the competency "Management

Excellence," identified as relevant for federal Public Service leaders.

10. Risk Management

Identifying, assessing and managing risk while striving to attain

objectives

L EVEL 1
I DENTIFIES POSSIBLE RISKS
• Describes risk factors related to a situation/activity.
• Uses past experience and best practices to identify
underlying issues, potential problems and risks.

• Plans for contingencies.

• Identifies possible cause-effect relationships.

L EVEL 2
T AKES CALCULATED RISKS
• Takes calculated risks with minor, but non-trivial,
consequences of error (e.g., risks involving potential loss of
some time or money but which can be rectified).
• Makes decisions based on risk analysis.

• Makes decisions in the absence of complete information.

L EVEL 3
P ERSONALLY TAKES SIGNIFICANT RISKS
• Personally takes calculated risks with significant
consequences (e.g., significant loss of time or money) but
which can be rectified.
• Anticipates the risks involved in taking action.

• Identifies possible scenarios regarding outcomes of various

options for action.

• Conducts ongoing risk analysis, looking ahead for contingent

liabilities and opportunities and astutely identifying the risks
involved.

L EVEL 4
D ESIGNS STRATEGIES FOR DEALING W ITH HIGH - RISK
INITIATIVES

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 • Implements initiatives with high potential for pay-off to the
organization, where errors cannot be rectified, or only
rectified at significant cost.
• Conducts risk assessment when identifying or recommending
strategic and tactical options.

• Encourages responsible risk taking, recognizing that every

risk will not pay off.

L EVEL 5
P ROVIDES ORGANIZATIONAL GUIDANCE ON RISK
• Provides a supportive environment for responsible risk taking
(e.g., by supporting decisions of others).
• Oversees the development of guidelines, principles and
approaches to assist decision-making when risk is a factor.

• Provides guidance on the organizational tolerance for risk.

• Develops broad strategies that reflect in-depth understanding

and assessment of operational, organizational, and political
realities and risks.

11. Stress Management

Maintaining effectiveness in the face of stress

L EVEL 1
W ORKS IN LOW LEVEL STRESS SITUATIONS
• Keeps functioning effectively during periods of on-going low
intensity stress.
• Maintains focus during situations involving limited stress.

• Seeks to balance work responsibilities and personal life

responsibilities.

L EVEL 2
A DJUSTS TO TEMPORARY PEAKS IN STRESS LEVELS
• Maintains composure when dealing with short but intense
stressful situations.
• Understands personal stressors and takes steps to limit their
impact.

• Keeps issues and situations in perspective and reacts

appropriately (e.g., does not overreact to situations, what
others say, etc.).

L EVEL 3
A DAPTS TO PROLONGED STRESS
• Effectively withstands the effects of prolonged exposure to
one or few stressors by modifying work methods.
• Maintains sound judgment and decision making despite on-
going stressful situations.

• Controls strong emotions or other stressful responses and

takes action to respond constructively to the source of the
problem.

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 L EVEL 4
E MPLOYS STRESS MANAGEMENT STRATEGIES
• Develops and applies stress reduction strategies to cope with
long exposure to numerous stressors or stressful situations.
• Recognizes personal limits for workload and negotiates
adjustments to minimize the effects of stress, while still
ensuring appropriate levels of productivity.

• Controls own emotions and calm others in stressful

situations.

L EVEL 5
D EALS W ITH STRESS AFFECTING THE ORGANIZATION
• Demonstrates behaviors that help others remain calm, yet
focused and energized during periods of extreme stress
affecting the organization.
• Maintains composure and shows self-control in the face of
significant challenge facing the organization.

• Suspends judgment; thinks before acting.

• Identifies and consistently models ways of releasing or

limiting stress within the organization.

Note: "Stress Management" is included in the competency "Management

Excellence – People Management", a competency identified as relevant for
federal Public Service leaders.

12. Influence

Gaining support from and convincing others to advance the

objectives of the organization

L EVEL 1
U SES FACTS AND AVAILABLE INFORMATION TO PERSUADE
• Uses appeals to reason, data, facts and figures.
• Uses concrete examples, visual aids and demonstrations to
make a point.

• Describes the potential impact of own actions on others and

how it will affect their perception of self.

L EVEL 2
A DAPTS RATIONALE TO INFLUENCE OTHERS
• Anticipates the effect of one’s approach or chosen rationale
on the emotions and sensitivities of others.
• Adapts discussions and presentations to appeal to the needs
or interests of others.

• Uses the process of give-and-take to gain support.

• Builds relationships through fair, honest and consistent

behavior.

L EVEL 3
D EMONSTRATES THE BENEFIT OF IDEAS
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 • Builds on successful initiatives and best practices internal
and external to the organization to gain acceptance for ideas.
• Presents pros and cons and detailed analyses to emphasize
the value of an idea.

• Persuades others by drawing from experience and presenting

multiple arguments in order to support a position.

L EVEL 4
B UILDS COALITIONS , STRATEGIC RELATIONSHIPS AND
NETW ORKS
• Assembles coalitions, builds behind-the-scenes support for
ideas and initiatives.
• Develops an extensive network of contacts.

• Uses group process skills to lead or direct a group.

L EVEL 5
D ESIGNS COMPLEX INFLUENCE STRATEGIES
• Designs strategies that position and promote ideas and
concepts to stakeholders.
• Uses indirect strategies to persuade, such as establishing
alliances, using experts or third parties.

• Gains support by capitalizing on understanding of political

forces affecting the organization.

13. Initiative

Identifying and dealing with issues proactively and persistently;

seizing opportunities that arise

L EVEL
A DDRESSES CURRENT ISSUES
• Recognizes and acts on present issues.
• Offers ideas to address current situations or issues.

• Works independently. Completes assignments without

constant supervision.

L EVEL 2
A DDRESSES IMMINENT ISSUES
• Takes action to avoid imminent problem or to capitalize on
imminent opportunity.
• Looks for ways to achieve greater results or add value.

• Works persistently as needed and when not required doing

so.

L EVEL 3
A CTS PROMPTLY IN A CRISIS SITUATION
• Acts quickly to address a crisis situation drawing on
appropriate resources and experience with similar situations.
• Implements contingency plans when crises arise.

• Exceeds requirements of job; takes on extra tasks.

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 L EVEL 4
L OOKS TO THE FUTURE
• Takes action to avoid or minimize potential problems or
maximize potential opportunities in the future by drawing on
extensive personal experience.
• Defines and addresses high-level challenges that have the
potential to advance the state-of-the art in an area.

• Starts and carries through on new projects.

L EVEL 5
E NCOURAGES INITIATIVE IN OTHERS
• Fosters an environment that anticipates and acts upon
potential threats and/or opportunities.
• Coaches others to spontaneously recognize and
appropriately act on upcoming opportunities.

• Gets others involved in supporting efforts and initiatives.

14. Team Leadership

Leading and supporting a team to achieve results

L EVEL 1
K EEPS THE TEAM INFORMED
• Ensures that team members have the necessary information
to operate effectively.
• Establishes the direction/goal(s) for the team.

• Lets team members affected by a decision know exactly what

is happening and gives a clear rationale for the decision.

• Sets an example for team members (e.g., respect of others’

views, team loyalty, cooperating with others).

L EVEL 2
E NSURES THE NEEDS OF THE TEAM AND OF MEMBERS ARE
MET
• Makes sure the practical needs of the team and team
members are met.
• Makes decisions by taking into account the differences
among team members, and overall team requirements and
objectives.

• Ensures that the team’s tasks are completed.

• Accepts responsibility for the team’s actions and results.

L EVEL 3
E NSURES TEAM MEMBER INPUT
• Values and encourages others’ input and suggestions.
• Stimulates constructive discussion of different points of view,
focusing on the organization’s strategic objectives, vision or
values.

• Builds cooperation, loyalty and helps achieve consensus.

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 • Provides constructive feedback and recognizes all
contributions.

• Ensures the respective strengths of team members are used

in order to achieve the team’s overall objectives.

L EVEL 4
E MPOW ERS THE TEAM
• Communicates team successes and organization-wide
contribution to other organizational members.
• Encourages the team to promote their work throughout the
organization.

• Establishes the team’s credibility with internal and external

stakeholders.

L EVEL 5
I NSPIRES TEAM MEMBERS
• Builds the commitment of the team to the organization’s
mission, goals and values.
• Aligns team objectives and priorities with the broader
objectives of the organization.

• Ensures that appropriate linkages/partnerships between

teams are maintained.

• Creates an environment where team members consistently

push to improve team performance and productivity.

15. Change Leadership

Managing, leading and enabling the process of change and transition

while helping others deal with their effects

L EVEL 1
M AKES OTHERS AW ARE OF CHANGE
• Identifies and accepts the need and processes for change.
• Explains the process, implications and rationale for change to
those affected by it.

• Invites discussion of views on the change

L EVEL 2
U NDERSCORES THE POSITIVE NATURE OF CHANGE
• Promotes the advantages of change.
• Clarifies the potential opportunities and consequences of
proposed changes.

• Explains how change affects current practices.

L EVEL 3
M ANAGES THE PROCESS FOR CHANGE
• Identifies important / effective practices that should continue
after change is implemented
• Anticipates specific reasons underlying resistance to change
and implements approaches that address resistance.

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 L EVEL 4
A LIGNS CHANGE INITIATIVES W ITH ORGANIZATIONAL
OBJECTIVES
• Links projects/objectives to department’s/public service’s
change initiatives and describes the impact on operational
goals.
• Presents realities of change and, together with staff, develops
strategies for managing it.

• Identifies future needs for change that will promote progress

toward identified objectives.

L EVEL 5
C HAMPIONS CHANGE
• Creates an environment that promotes and encourages
change or innovation.
• Shares and promotes successful change efforts throughout
the organization.

• Personally communicates a clear vision of the broad impact

of change.

16. Client Focus

Identifying and responding to current and future client needs;

providing service excellence to internal and external clients

L EVEL 1
R ESPONDS TO CLIENT REQUESTS
• Identifies client needs and expectations.
• Responds to requests efficiently and effectively.

• Takes action beyond explicit request within established

service standards.

• Refers complex questions to a higher decision-making level.

• Meets client needs in a respectful, helpful and responsive

manner.

• Seeks feedback to develop a clear understanding of client

needs and outcomes.

• Uses client satisfaction monitoring methodologies to ensure

client satisfaction.

• Adjusts service based on client feedback.

L EVEL 2
B UILDS POSITIVE CLIENT R ELATIONS
• Contacts clients to follow up on services, solutions or
products to ensure that their needs have been correctly and
effectively met.
• Understands issues from the client’s perspective.

• Keeps clients up-to-date with information and decisions that

affect them.

19 | P a g e
 • Monitors services provided to clients and makes timely
adjustments as required.

L EVEL 3
A NTICIPATES AND ADAPTS TO CLIENT NEEDS
• Maintains ongoing communication with clients.
• Regularly and systematically contacts clients or prospective
clients to determine their needs.

• Uses understanding of client’s perspective to identify

constraints and advocate on their behalf.

• Works with clients to adapt services, products or solutions to

meet their needs.

• Encourages co-workers and teams to achieve a high

standard of service excellence.

• Anticipates areas where support or influence will be required

and discusses situation/concerns with appropriate individuals.

• Proposes new, creative and sound alternatives to improve

client service.

L EVEL 4
F OSTERS A CLIENT - FOCUSED CULTURE
• Tracks trends and developments that will affect own
organization’s ability to meet current and future client needs.
• Identifies benefits for clients; looks for ways to add value.

• Seeks out and involves clients or prospective clients in

assessing services, solutions or products to identify ways to
improve.

• Establishes service standards and develops strategies to

ensure staff meets them.

L EVEL 5
C ONSIDERS THE STRATEGIC DIRECTION OF CLIENT FOCUS
• Communicates the organization’s mission, vision and values
to external clients.
• Strategically and systematically evaluates new opportunities
to develop client relationships.

• Creates an environment in which concern for client

satisfaction is a key priority.

• Links a comprehensive and in-depth understanding of clients’

long-term needs and strategies with current and proposed
projects/initiatives.

• Recommends/ determines strategic business direction to

meet projected needs of clients and prospective clients.

17. Partnering

20 | P a g e
 Seeking and building strategic alliances and collaborative
arrangements through partnerships to advance the objectives of the
organization

L EVEL 1
O PERATES EFFECTIVELY W ITHIN PARTNERSHIPS
• Understands the roles played by partners. Identifies and
refers to areas of mutual interest as a means of establishing
a business relationship.
• Communicates openly, builds trust and treats partners fairly,
ethically and as valued allies.

• Meets partner needs by responding to requests efficiently

and effectively.

• Recognizes the contributions of partners.

L EVEL 2
M ANAGES EXISTING PARTNERSHIPS
• Works with existing partners, honoring established
agreements/ contracts.
• Monitors partnership arrangements to ensure that the
objectives of the partnership remain on target.

• Seeks input from partners to ensure that objectives are

achieved.

• Seeks mutually beneficial solutions with partners.

L EVEL 3
S EEKS OUT PARTNERSHIP OPPORTUNITIES
• Initiates partnership arrangements that promote
organizational objectives.
• Assesses the value of entering into partner relationships in
terms of both short- and long- term return on investment.

• Develops new and mutually beneficial partnerships that also

serve the interests of the broader community.

• Identifies benefits of a partnership and looks for ways to add

value for the partner.

L EVEL 4
F ACILITATES PARTNERSHIPS
• Provides advice and direction on the types of partner
relationships to pursue, as well as ground rules for effective
partner relationships.
• Supports staff in taking calculated risks in partner
relationships.

• Negotiates, as necessary, to assist others to address issues

or resolve problems surrounding partner relationships.

• Identifies when modifications and terminations of

partnerships are needed and takes appropriate measures.

L EVEL 5
S ETS STRATEGIC DIRECTION FOR PARTNERING

21 | P a g e
 • Provides strategic direction on partnerships that the
organization should be pursuing.
• Sets up an infrastructure that supports effective partner
arrangements (e.g., principles and frameworks for assessing
the value of partnerships; expert assistance in aspects of
partnering).

• Takes advantage of opportunities to showcase excellent

examples of partner arrangements throughout the
organization.

• Creates and acts on opportunities for interactions that lead to

strong partnerships within and external to the organization

Note: "Partnering" links to the competency "Engagement – Mobilizing

People, Organizations, Partners", identified as relevant for federal Public
Service leaders.

18. Developing Others

Fostering the development of others by providing a supportive

environment for enhanced performance and professional growth

L EVEL 1
S HARES EXPERTISE W ITH OTHERS
• Regularly shares expertise with team members to support
continuous learning and improvement.
• Advises guides and coaches others by sharing experiences
and discussing how to handle current or anticipated
concerns.

L EVEL 2
S UPPORTS INDIVIDUAL DEVELOPMENT AND IMPROVEMENT
• Provides performance feedback and support, reinforcing
strengths and identifying areas for improvement.
• Encourages staff to develop and apply their skills.

• Suggests to individuals ways of improving performance and

competence.

L EVEL 3
P ROMOTES ONGOING LEARNING AND DEVELOPMENT
• Helps team members develop their skills and abilities.
• Engages in development and career planning dialogues with
employees.

• Works with employees and teams to define realistic yet

challenging work goals.

• Encourages team members to develop learning and career

plans and follows-up to guide development and measure
progress.

• Advocates and commits to ongoing training and development

to foster a learning culture.

L EVEL 4
P ROVIDES OPPORTUNITIES FOR DEVELOPMENT

22 | P a g e
 • Ensures that resources and time are available for
development activities.
• Ensures that all employees have equitable access to
development opportunities.

• Provides opportunities for development through tools,

assignments, mentoring and coaching relationships etc.

L EVEL 5
C REATES A CONTINUOUS LEARNING AND DEVELOPMENT
ENVIRONMENT
• Provides long-term direction regarding learning needs for
staff and how to pursue the attainment of this learning.
• Institutes organization-wide mechanisms and processes to
promote and support continuous learning and improvement.

• Manages the learning process to ensure it occurs by design

rather than by chance.

Note: "Developing others" links to the competency "Management

Excellence – People Management" identified as relevant for federal Public
Service leaders.

19. Planning and Organizing

Defining tasks and milestones to achieve objectives, while ensuring

the optimal use of resources to meet those objectives

L EVEL 1
P LANS TASKS AND ORGANIZES OW N W ORK
• Identifies requirements and uses available resources to meet
own work objectives in optimal fashion.
• Completes tasks in accordance with plans.

• Monitors the attainment of own works objectives and/or

quality of the work completed.

• Sets priorities for tasks in order of importance.

L EVEL 2
A PPLIES PLANNING PRINCIPLES TO ACHIEVE W ORK GOALS
• Establishes goals and organizes work by bringing together
the necessary resources.
• Organizes work according to project and time management
principles and processes.

• Practices and plans for contingencies to deal with

unexpected events or setbacks.

• Makes needed adjustments to timelines, steps and resource

allocation.

• Directs issues to appropriate bodies when unable to resolve

them within own area of responsibility.

23 | P a g e
 L EVEL 3
D EVELOPS PLANS FOR THE BUSINESS UNIT
• Considers a range of factors in the planning process (e.g.,
costs, timing, customer needs, resources available, etc.).
• Identifies and plans activities that will result in overall
improvement to services.

• Challenges inefficient or ineffective work processes and

offers constructive alternatives.

• Anticipates issues and revise plans as required.

• Helps to remove barriers by providing resources and

encouragement as needed.

L EVEL 4
I NTEGRATES AND EVALUATES PLANS TO ACHIEVE BUSINESS
GOALS .
• Establishes alternative courses of action, organizes people
and prioritizes the activities of the team to achieve results
more effectively.
• Ensures that systems are in place to effectively monitor and
evaluate progress.

• Evaluates processes and results and makes appropriate

adjustments to the plan.

• Sets, communicates and regularly assesses priorities.

L EVEL 5
P LANS AND ORGANIZES AT A STRATEGIC LEVEL
• Develops strategic plans considering short-term requirements
as well as long-term direction.
• Plans work and deploys resources to deliver organization-
wide results.

• Secures and allocates program or project resources in line

with strategic direction.

• Sets and communicates priorities within the broader

organization.

• Ensures sufficient resources are available to achieve set

objectives.

Note: "Planning and Organizing" links to the competency "Action

Management" identified as relevant for federal Public Service leaders.

20. Decision-Making

Making decisions and solving problems involving varied levels of

complexity, ambiguity and risk

L EVEL 1
M AKES DECISIONS BASED SOLELY ON RULES

24 | P a g e
 • Makes straightforward decisions based on pre-defined
options using clear criteria/procedures.
• Consults with others or refers an issue/situation for resolution
when criteria are not clear.

• Deals with exceptions within established parameters using

clearly specified rules and procedures.

• Makes decisions involving little or no consequence of error.

• Verifies that the decision/resolution is correct.

L EVEL 2
M AKES DECISIONS BY INTERPRETING RULES
• Applies guidelines and procedures that require some
interpretation when dealing with exceptions.
• Makes straight - forward decisions based on information that
is generally clear and adequate.

• Considers the risks and consequences of action and/or

decisions.

• Makes decisions involving minor consequence of error.

• Seeks guidance as needed when the situation is unclear.

L EVEL 3
M AKES DECISIONS IN SITUATIONS W HERE THERE IS SCOPE
FOR INTERPRETATION OF RULES
• Applies guidelines and procedures that leave considerable
room for discretion and interpretation.
• Makes decisions by weighing several factors, some of which
are partially defined and entail missing pieces of critical
information.

• As needed, involves the right people in the decision-making

process.

• Balances the risks and implications of decisions across

multiple issues.

• Develops solutions that address the root cause of the

problem and prevent recurrence.

• Recognizes, analyzes and solves problems across projects

and in complex situations.

L EVEL 4
M AKES COMPLEX DECISIONS IN THE ABSENCE OF RULES
• Simplifies complex information from multiple sources to
resolve issues.
• Makes complex decisions for which there are no set
procedures.

• Considers a multiplicity of interrelated factors for which there

is incomplete and contradictory information.

• Balances competing priorities in reaching decisions.

25 | P a g e
 • Develops solutions to problems, balancing the risks and
implications across multiple projects.

• Recommends solutions in an environment of risk and

ambiguity.

L EVEL 5
M AKES HIGH - RISK DECISIONS IN COMPLEX AND AMBIGUOUS
SITUATIONS
• Makes high-risk strategic decisions that have significant
consequences.
• Balances a commitment to excellence with the best interests
of clients and the organization when making decisions.

• Uses principles, values and sound business sense to make

decisions.

• Makes decisions in a volatile environment in which weight

given to any factor can change rapidly.

• Reaches decisions assuredly in an environment of public

scrutiny.

• Assesses external and internal environments in order to

make a well-informed decision.

• Identifies the problem based on many factors, often complex

and sweeping, difficult to define and contradictory (e.g., fiscal
responsibility, the public good).

21. Analytical Thinking

Interpreting, linking, and analyzing information in order to understand

issues

L EVEL 1
A NALYZES AND SYNTHESIZES INFORMATION
• Breaks down concrete issues into parts and synthesizes
succinctly.
• Collects and analyses information from a variety of
appropriate sources.

• Identifies the links between situations and information.

L EVEL 2
I DENTIFIES CRITICAL RELATIONSHIPS
• Sees connections, patterns or trends in the information
available.
• Identifies the implications and possible consequences of
trends or events.

• Draws logical conclusions, providing options and

recommendations.

L EVEL 3
A NALYSES COMPLEX RELATIONSHIPS
• Analyses complex situations, breaking each into its
constituent parts.

26 | P a g e
 • Recognizes and assesses several likely causal factors or
ways of interpreting the information available.

• Identifies connections between situations that are not

obviously related.

L EVEL 4
A PPLIES BROAD ANALYSIS
• Integrates information from diverse sources, often involving
large amounts of information.
• Thinks several steps ahead in deciding on best course of
action, anticipating likely outcomes.

• Develops and recommends policy framework based on

analysis of emerging trends.

• Gathers information from many sources, including experts, in

order to completely understand a problem/situation.

L EVEL 5
A PPLIES A SYSTEMS PERSPECTIVE TO THE ANALYSIS OF
ENTERPRISE - W IDE ISSUES
• Identifies multiple relationships and disconnects in processes
in order to identify options and reach conclusions.
• Adopts a systems perspective, assessing and balancing vast
amounts of diverse information on the varied systems and
sub-systems that comprise and affect the working
environment.

• Thinks beyond the organization and into the future, balancing

multiple perspectives when setting direction or reaching
conclusions (e.g., social, economic, partner, stakeholder
interests, short- and long-term benefits, national and global
implications).

Note: "Analytical thinking" links to the competency "Strategic Thinking"

identified as relevant for federal Public Service leaders.

22. Results Orientation

Focusing personal efforts on achieving results consistent with the

organization’s objectives

L EVEL 1
S TRIVES TO MEET W ORK EXPECTATIONS
• Sets goals and works to meet established expectations;
maintains performance levels.
• Pursues organizational objectives with energy and
persistence. Sets high personal standards for performance.

• Adapts working methods in order to achieve objectives.

• Accepts ownership of and responsibility for own work.

L EVEL 2
C ONSISTENTLY MEETS ESTABLISHED EXPECTATIONS
• Consistently achieves established expectations through
personal commitment.

27 | P a g e
 • Makes adjustments to activities/processes based on
feedback.

L EVEL 3
S URPASSES ESTABLISHED EXPECTATIONS
• Exceeds current expectations and pushes for improved
results in own performance.
• Takes on new roles and responsibilities when faced with
unexpected changes.

L EVEL 4
S EEKS OUT SIGNIFICANT CHALLENGES
• Seeks significant challenges outside of current job scope.
• Works on new projects or assignments that add value without
compromising current accountabilities.

• Guides staff to achieve tasks, goals, processes and

performance standards.

L EVEL 5
P URSUES EXCELLENCE ON AN ORGANIZATIONAL LEVEL
• Models excellence and motivates fellow organizational
members to follow his/her example.
• Encourages constructive questioning of policies and
practices; sponsors experimentation and innovation.

• Holds staff accountable for achieving standards of excellence

and results for the organization.

23. Teamwork

Working collaboratively with others to achieve common goals and

positive results

L EVEL 1
P ARTICIPATES AS A TEAM MEMBER
• Assumes personal responsibility and follows up to meet
commitments to others.
• Understands the goals of the team and each team member’s
role within it.

• Deals honestly and fairly with others, showing consideration

and respect.

• Willingly gives support to co-workers and works

collaboratively rather than competitively.

• Shares experiences, knowledge and best practices with team

members.

L EVEL 2
F OSTERS TEAMW ORK
• Assumes responsibility for work activities and coordinating
efforts.
• Promotes team goals.

• Seeks others’ input and involvement and listens to their

viewpoints.
28 | P a g e
 • Shifts priorities, changes style and responds with new
approaches as needed to meet team goals.

• Suggests or develops methods and means for maximizing

the input and involvement of team members.

• Acknowledges the work of others.

L EVEL 3
D EMONSTRATES LEADERSHIP IN TEAMS
• Builds relationships with team members and with other work
units.
• Fosters team spirit and collaboration within teams.

• Discusses problems/ issues with team members that could

affect results.

• Communicates expectations for teamwork and collaboration.

• Facilitates the expression of diverse points of view to

enhance teamwork.

• Capitalizes on the strengths of all members.

• Gives credit for success and acknowledges contributions and

efforts of individuals to team effectiveness.

L EVEL 4
C APITALIZES ON TEAMW ORK OPPORTUNITIES
• Initiates collaboration with other groups/ organizations on
projects or methods of operating.
• Capitalizes on opportunities and addresses challenges
presented by the diversity of team talents.

• Supports and encourages other team members to achieve

objectives.

• Encourages others to share experience, knowledge and best

practices with the team.

• Encourages the team to openly discuss what can be done to

create a solution or alternative.

L EVEL 5
B UILDS BRIDGES BETW EEN TEAMS
• Facilitates collaboration across the organization and with
other organizations to achieve a common goal.
• Builds strong teams that capitalize on differences in
expertise, competencies and background.

• Breaks down barriers (structural, functional, cultural) between

teams, facilitating the sharing of expertise and resources.

24. Values and Ethics

Fostering and supporting the principles and values of the

organization and the Public Service as a whole

29 | P a g e
 L EVEL 1
D EMONSTRATES BEHAVIORS CONSISTENT W ITH THE
ORGANIZATION ’ S VALUES
• Treats others fairly and with respect.
• Takes responsibility for own work, including problems and
issues.

• Uses applicable professional standards and established

procedures, policies and/or legislation when taking action and
making decisions.

• Identifies ethical dilemmas and conflict of interest situations

and takes action to avoid and prevent them.

• Anticipates and prevents breaches in confidentiality and/or

security.

L EVEL 2
I DENTIFIES ETHICAL IMPLICATIONS
• Identifies and considers different ethical aspects of a situation
when making decisions.
• Identifies and balances competing values when selecting
approaches or recommendations for dealing with a situation.

L EVEL 3
A LIGNS TEAM W ITH ORGANIZATION ’ S VALUES AND ETHICS
• Fosters a climate of trust within the work team.
• Implements processes and structures to deal with difficulties
in confidentiality and/or security.

• Ensures that decisions take into account ethics and values of

the organization and Public Service as a whole.

• Interacts with others fairly and objectively.

L EVEL 4
P ROMOTES THE ORGANIZATION ’ S VALUES AND ETHICS
• Advises others in maintaining fair and consistent dealings
with others and in dealing with ethical dilemmas.
• Deals directly and constructively with lapses of integrity (e.g.,
intervenes in a timely fashion to remind others of the need to
respect the dignity of others).

L EVEL 5
E XEMPLIFIES AND DEMONSTRATES THE ORGANIZATION ’ S
VALUES AND ETHICS
• Defines, communicates and consistently exemplifies the
organization’s values and ethics.
• Ensures that standards and safeguards are in place to
protect the organization’s integrity (e.g., professional
standards for financial reporting, integrity/ security of
information systems).

• Identifies underlying issues that impact negatively on people

and takes appropriate action to rectify the issues (e.g.,
systemic discrimination).

30 | P a g e
 Note: "Ethics and Values" was identified as a competency relevant for
federal Public Service leaders.

25. Visioning and Strategic Direction

Developing and inspiring commitment to a vision of success;

supporting, promoting and ensuring alignment with the
organization’s vision and values

L EVEL 1
D EMONSTRATES PERSONAL W ORK ALIGNMENT
• Sets personal work goals in line with operational goals of
work area.
• Continually evaluates personal progress and actions to
ensure alignment with organizational vision and operational
goals.

• Liaises with others to ensure alignment with the business

goals and vision of the organization.

L EVEL 2
P ROMOTES TEAM ALIGNMENT
• Effectively communicates and interprets the strategic vision
to employees within area of responsibility.
• Clearly articulates and promotes the significance and impact
of employee contributions to promoting and achieving
organizational goals.

• Monitors work of team to ensure alignment with strategic

direction, vision and values for the organization.

• Identifies potential future directions for work area in line with

vision.

• Proactively helps others to understand the importance of the

strategy and vision.

L EVEL 3
A LIGNS PROGRAM / OPERATIONAL GOALS AND PLANS
• Works with teams to set program/operational goals and plans
in keeping with the strategic direction.
• Regularly promotes the organization, its vision and values to
clients, stakeholders and partners.

• Works with staff to set strategic goals for own sector of the
organization.

• Assesses the gap between the current state and desired

future direction and establishes effective ways for closing the
gap in own sector.

L EVEL 4
I NFLUENCES STRATEGIC DIRECTION
• Foresees obstacles and opportunities for the organization
and acts accordingly.
• Defines issues, generates options and selects solutions,
which are consistent with the strategy and vision.

31 | P a g e
 • Scans, seeks out and assesses information on potential
future directions.

• Provides direction and communicates the vision to encourage

alignment within the organization.

• Energetically and persistently promotes strategic objectives

with colleagues in other business lines.

L EVEL 5
D EVELOPS VISION
• Leads the development of the vision for the organization.
• Defines and continuously articulates the vision and strategy
in the context of wider government priorities.

• Describes the vision and values in compelling terms to

develop understanding and promote acceptance/
commitment among staff and stakeholders.

• Identifies, conceptualizes and synthesizes new trends or

connections between organizational issues and translates
them into priorities for the organization.

Note: "Visioning" was identified as a competency relevant for federal

Public Service leaders.

Technical Competency Dictionary

for the IT Community

Technical Competency Dictionary

Table of Contents

Introduction

1. Application Development Support and Maintenance

2. Architecture

3. Business Analysis

4. Database Design and Management

5. Infrastructure/Platforms

6. IT Procurement and Asset Management

7. IT Project Management

8. Data Communications

32 | P a g e
 9. Security/Information and Application Protection

10. Testing

11. Service Management Processes

Introduction

Competencies are observable abilities, skills, knowledge, motivations or

traits defined in terms of the behaviors needed for successful job
performance. Often competencies reflect very general attributes common
to all jobs (e.g., analytical thinking, problem solving, and client orientation).
However, the goal of the present exercise was to identify technical
competencies - competencies required from incumbents occupying various
jobs/roles in the IT Community that reflect the unique knowledge and skill
set expected from these IT employees – that would complement the
Behavioral Competency Dictionary. The resulting Technical
Competency Dictionary for the IT Community was developed in
partnership with subject matter experts in the IT Community and is the
outcome of numerous interviews and discussions with CS representatives
in different roles and levels from several large departments.

How Are the Competencies Structured?

For all competencies in the dictionary, a brief definition is provided as well

as a list of points of knowledge required. Each competency also includes a
proficiency scale that indicates the full range of expression of the
competency. Each proficiency scale has five levels indicating the depth
and breadth to which knowledge and skill are required in the job. Each
proficiency level is described in terms of behavioral indicators. The
behaviors at each level of the scale are illustrative rather than
definitive; that is, other examples of behavior are possible and can be
used at each level. Each competency scale is cumulative which means
that, although behaviors from lower levels are not repeated at higher level,
they nonetheless apply.

1. Introductory: Demonstrates introductory understanding and

ability and, with guidance, applies the competency in a few simple
situations.
2. Basic: Demonstrates basic knowledge and ability and, with
guidance, can apply the competency in common situations that
present limited difficulties.

3. Intermediate: Demonstrates solid knowledge and ability, and can

apply the competency with minimal or no guidance in the full
range of typical situations. Would require guidance to handle
novel or more complex situations.

4. Advanced: Demonstrates advanced knowledge and ability, and

can apply the competency in new or complex situations. Guides
other professionals.

5. Expert: Demonstrates expert knowledge and ability, and can

apply the competency in the most complex situations. Develops
new approaches, methods or policies in the area. Is recognized
as an expert, internally and/or externally. Leads the guidance of
other professionals.

33 | P a g e
 1. Application Development/Support and Maintenance [1]

-Knowledge and ability to design, define, construct, enhance,

support and maintain application software on one or more
platforms.

Knowledge requirements:

 Systems Analysis and Design

o Requirements Analysis

o General/external design (includes design principles)

o Use of established techniques to assist in the analysis of

business data/information flows and database
construction (e.g., data and functional modeling)

 Application Development and Commercial Off-The-Shelf (COTS)

Management

o Programming languages (e.g., software language

structures, machine, assembly, procedural, non-
procedural, object-oriented languages)

o Standards and methods used in developing and

maintaining a repository of information and processes
(e.g., development standards including programming,
user interface, design, naming, specifications)

o System development processes, tools and

methodologies (e.g., Systems Development Life Cycle
including principles, best practices and standards used in
designing and maintaining a formal procedure and a
related repository of information)

o Unit testing processes and practices

o Application development tools (e.g., COTS development

tools, technical productivity tools, workstation operating
systems)

o Policies and practices related to office productivity tools

o Policies and practices related to website design and use

of Inter/Intranet technologies within the Public Service

1. Introductory

• Demonstrates a basic level of understanding of software

specifications or design techniques.
• Demonstrates a basic understanding of programming
concepts.

• Demonstrates a general familiarity with one or more

programming languages and/or methodologies.

• Understands the importance of testing, documentation and

production assurance.

• Knows where to look for standards.

34 | P a g e
 2. Basic

• Demonstrates a working knowledge of one or more

programming languages.
• Writes or adapts software modules for testing and integration.

• Understands and employs basic development methods and

standards.

• Tests/debugs program modules.

• Uses a testing tool and prepares basic test cases.

• Understands the migration cycle and prepares program for

migration.

• Prepares operational documentation.

3. Intermediate

• Demonstrates a detailed knowledge of several programming

environments and a good working knowledge of hardware
and software interfaces.
• Writes original multi-module/complex programs or applies
reusable modules.

• Designs, tests and integrates software modules and resolves

programming errors using various debugging tools and
techniques.

• Provides support, guidance and production assurance for

common problems.

• Conducts impact analysis for proposed changes to or

problems with the system.

• Prepares technical documentation (e.g., user guides,

technical specifications).

• Undertakes routine analysis and works with designers and

analysts to clarify and improve specifications or to identify
alternative programming solutions.

• Enforces standards (e.g., at walkthroughs).

4. Advanced

• Demonstrates in-depth knowledge and capability in software

construction, testing, infrastructure, configuration, a wide
range of system development methodologies and operating
standards.
• Demonstrates knowledge in multiple applications, data
management systems and technologies or in a single area of
expertise.

• Demonstrates application and corporate knowledge, and

understands how a change would affect multiple applications.

35 | P a g e
 • Makes recommendations/ decisions in application and
program design, standards and program enhancements.

• Debugs very complex or urgent problems.

• Analyzes and models business functions, processes and

information flow within or between systems.

• Provides guidance/mentors on programming practices and

techniques to individuals and cross-functional teams.

5. Expert

• Demonstrates expert knowledge of software design,

construction, programming trends, programming and scripting
languages across government in multiple applications and
data management systems or in a single area of expertise.
• Provides effective strategic direction to enterprise-wide
application design.

• Guides and oversees multiple-concurrent software

construction projects.

• Works with users at all levels to define system requirements

and specify appropriate system environments to meet
operational needs and system performance objectives.

• Presents software construction disciplines to peers in public

forums.

• Develops policy and standards for software construction.

[1]
This competency does not include data management or database
management (See Competency 4).

2. Architecture

-Knowledge and ability to apply architecture theories,

principles, concepts, practices, methodologies and
frameworks.

Knowledge requirements:

• Enterprise Architecture/Information Technology (IT) Strategy

o Implementation/enforcement of policies and support

o Architecture functions and the interrelationships with the

organization's vision

o Architecture direction, policies and practices with a focus

on Government of Canada priorities

• Information Architecture

o Organization of information to effectively support the

work of the organization

36 | P a g e
 o Creation of an entity relationship model and an
integrated function or process dependency model

o Transaction services architecture, configuration and

interfaces

o Relationship between the information architecture and

other architectures

• Systems Architecture

o Design of the systems architecture and how its

components are connected and operate with each other
and other applications

o Relationship between the systems architecture and other

architectures (e.g., integrating technology and business)

• Technology Architecture

o Design of the fundamental hardware, software and

telecommunications systems that provide the
infrastructure on which business applications are
developed and run (e.g., network topologies)

o Interrelationships of the various technologies and their

respective roles

o Technical standards

o Relationship between the technology architecture and

other architectures

• Government and Department Policies and Standards

o Business policy and standards development

o Privacy Act

o TBS Business Transformation Enablement Program

(BTEP)

o Management of Government Information (MGI)

1. Introductory

• Possesses basic understanding of architecture principles.

• Reads and understands architecture specifications and
models.

• Distinguishes between different architecture domains.

2. Basic

• Creates basic models based upon specifications.

• Defines key terms and concepts.

3. Intermediate

37 | P a g e
 • Focuses on a single area of expertise.
• Produces analytic and candidate design models to be used
for further analysis (e.g., telecommunications, networks).

• Demonstrates awareness of other architectures.

• Validates models created by projects and/or junior staff.

• Signs off functional models.

4. Advanced

• Demonstrates good understanding of architecture across the

business lines and how they interact but focuses on a single
architecture.
• Produces frameworks for a single architecture.

• Assesses new requirements and makes design

recommendations.

• Signs off architecture models.

• Manages transformations.

• Defines metadata models and information models.

• Monitors standards.

5. Expert

• Understands how architecture relates to the organization's

vision, how new business fits in the current business lines,
the integration of business and technology, and relates
government priorities to target architectures.
• Builds corporate data models.

• Delivers and signs off frameworks for architectures and

integration models.

• Recommends priorities for business based upon the

architecture.

• Understands and applies TB standards (e.g., ISO, WC3

Quality standards).

• Addresses governance issues.

• Defines metadata models at the enterprise level, information

models and the interoperability model.

• Extends the body of knowledge and contributes to

government standards.

3. Business Analysis

- Knowledge and ability to apply the principles of business

analysis in the planning, reengineering, requirement gathering

38 | P a g e
 for government business environments, operations,
processes, and practices.

Knowledge requirements:

• Government/business knowledge in various application areas

(e.g., financial/accounting, human resources, purchasing, supply,
policing, corrections)
• Common government/business management and decision-
making concepts, principles, activities and practices (e.g.,
Government and corporate planning cycles and processes,
accountability and budgetary cycles and processes)

• Business architecture (at a project level) and how it augments

organizational design, planning systems and financial controls

• Impact analysis and environmental scan methods, techniques and

tools used to evaluate an organization's strengths and challenges

• Business case/cost benefit methodology and standards including

return on investment (ROI) and total cost of ownership (TCO)

• Typical organization structures, job functions, work activities and

workflow

• Business process analysis and business process reengineering

methods and design benefits, methodologies and tools; roles in
support of business change

• Costing and cost recovery

• Industry, business line and the technical aspects of the business

line

• Relationship between the business architecture and other

architectures

• Transaction processing theory and principles, flow and design

• Government and Department policies and standards such as:

o Business policy and standards development

o Privacy Act

o TBS Business Transformation Enablement Program

(BTEP)

o Management of Government Information (MGI)

1. Introductory

 Demonstrates awareness of business rules and concepts.

2. Basic

 Understands business lines.

 Understands basic government and departmental services.

39 | P a g e
  Drafts simple requirements.

3. Intermediate

 Understands client business requirements, business roles, and

business planning and business processes.
 Understands and works within governance principles.

 Understands audit and compliance principles, change

management principles and the impact of changes.

 Understands how technologies can enable business processes.

 Translates business requirements into technical requirements.

 Develops clear requirement statements.

 Develops simple business cases.

 Carries out simple business process reengineering, models and

redesign processes.

4. Advanced

 Validates business requirements, applies government and

corporate priorities.
 Gathers/refines complex business requirements, recommends or
makes decisions on business requirements/interdependencies.

 Develops complex business cases.

 Carries out impact analyses and environmental scans to make

recommendations.

 Leads business process reengineering.

 Presents and defends complex positions and strategies for

business decisions, processes and plans.

 Guides other business analysts.

 Advises on compliance, governance structures and audit

principles.

5. Expert

 Works at the "integration level" by understanding the business

architecture and its relationship to other architectures.
 Makes recommendations to senior management on strategies
and plans.

 Carries out environmental scans of architecture.

 Assesses corporate impacts of changes and recommends

strategies to senior management.

 Develops complex business cases across multiple business lines

and platforms.

 Sets standards for compliance and governance structures.

40 | P a g e
 4. Database Design and Management

- Knowledge and ability to apply the methods, practices and

policies that are used in the design and the management of
databases.

Knowledge requirements:

 Concepts, policies, principles, theories, practices and

techniques associated with information management and
information technology as it relates to database design and
management
 Relationship between database design/management and
application performance

 Database design and architecture - logical structure and

physical structure (e.g., functional, metadata and process
models)

 Database types (e.g., data warehouse, decision support,

operational, query, ERP and relationship to technologies)

 Data security and recovery

 Database integrity, capacity planning, performance and

tuning

 DBMS and data warehouse principles, best practices and

standards

 Interoperability

 Database software installation processes and techniques

 Database tools to design and manage databases (e.g., data

management tools, data modeling tools, database integration
tools)

 Languages for data modeling, manipulation, control and

database query

 Database trends and directions

1. Introductory

 Demonstrates basic understanding of database

management, logical design concepts and levels of database
security.
 Understands the difference between different database
structures (e.g., relational vs. network).

 Comprehends database design (e.g., diagrams, schemas,

models).

 Demonstrates basic understanding of data manipulation

language (DML).

 Demonstrates an awareness of performance issues (e.g.,

distribution of data, size definitions).

41 | P a g e
 2. Basic

 Understands a single database management system

(DBMS), its components and how they relate to each other.
 Demonstrates a good knowledge of data manipulation
language (DML) and data definition language (DDL).

 Codes/tests basic database access modules (e.g., stored

procedures).

 Troubleshoots, at a basic level, to understand database

problem and identify where to direct it (e.g., basic database
accessibility).

 Recognizes the importance of database basic recovery and,

with guidance, performs backup and recovery.

 Understands database release management, applications

business rules, data integrity issues, database security
implementation, workload manager and interaction with
DBMS (e.g., CICS, NT).

 Performs data population, debugging and testing.

 Conducts basic impact analysis for database change

management.

3. Intermediate

 Demonstrates working level understanding of single DBMS

relevant operating systems, applications business rules and
its dependencies with other applications, databases and/or
business partners.
 Applies wide range of concepts to the corporate/vendor
environment (e.g., database security and/or individual
profiles).

 Makes recommendations on logical/physical models (e.g.,

converts from logical model, implements and maintains
physical model to meet storage, availability, and performance
requirements).

 Develops, codes, tests and reviews complex database

access modules.

 Solves problems that impact on the business or service,

resolves data integrity issues and implements data integrity
safeguards, and uses diagnostic and monitoring tools to
prevent problems/enhance performance and availability.

 Demonstrates a solid knowledge of system testing and

integration environments.

 Develops, selects, recommends and implements strategies

for backup and recovery, data population and migration.

 Conducts general impact analysis on database change

management.

4. Advanced

42 | P a g e
  Demonstrates broad understanding of multiple DBMS or an
in-depth knowledge of one or more DBMS.
 Develops logical models incorporating business requirements
such as high availability, redundancy and disaster recovery
into the logical/physical database design.

 Researches, pilots, evaluate new technologies and

standards; identify how they will integrate with the corporate
network and recommends strategies.

 Solves unusual problems or problems with a significant

impact on the business.

 Deals with major and/or multiple application groups.

 Creates or reviews certification testing.

 Develops standards and procedures for implementing new

database technology.

 Mentors people and provides input/guidance to cross-

functional teams.

5. Expert

 Demonstrates expert knowledge of data management, data

stewardship, government-wide data management initiatives
and trends in data management and how they can be
applied.
 Holds an enterprise-wide view and/or is regarded as the
subject matter expert in one or more areas of expertise, and
provides effective strategic direction to enterprise-wide data
management.

 Develops enterprise-wide multi-disciplinary architectural

documents translating business data requirements into
topographical format.

 Demonstrates broad-based knowledge of information

technology (e.g., programming, data management,
platforms).

 Develops business cases for enterprise-wide data

management initiatives as a direct response to business
drivers.

 Guides and oversees multiple-concurrent data management

projects.

 Conducts procurement for data management solutions and

related services.

 Develops strategies, policy and standards for corporate data

management and contributes to standards working groups -
governmental and/or industry.

5. Infrastructure/Platforms [2]

- Knowledge and ability to support the enterprise computing

infrastructure (e.g., enterprise servers, client server, storage
43 | P a g e
 devices and systems, hardware and software) in the provision,
management, storage, operation, scheduling, support and
maintenance of the infrastructure.

Knowledge requirements:

 Principles, practices, standards, methods and techniques

related to interoperability of hardware/software configuration
controls
 Platform environment (e.g., client-server environment,
enterprise server/mainframe environment)

 Storage and retrieval (e.g., area network, mainframe storage,

media storage, virtual storage)

 Systems hardware and its characteristics (e.g., mainframe

computers, mini and micro-computers, CPU, memory, disk,
registers, bus, channel)

 Hardware/software and connection, implementation and

maintenance

 Operating systems, communications and software utilities

used on enterprise server/mainframe and distributed
computer systems

 Cooperative processing (two or more computers

simultaneously processing portions of the same program or
operating on the same data such as multiple-CPU systems,
distributed systems)

 Monitoring of systems software (i.e., the operating system

and all utility programs that manage computer resources at a
low level) including compilers, loaders, linkers, and
debuggers

 Operations performance monitoring and capacity planning of

the delivery platform

 Treasury Board and corporate IT standards and policies

regarding the development and support of infrastructure
systems and networks

1. Introductory

 Demonstrates awareness of the platform principles and

procedures.
 Understands need for capacity planning and performance
management.

 Operates the platform at a simple level under supervision.

 Demonstrates awareness of the standards for the platform.

2. Basic

 Understands the platform technology and concepts.

 Understands how basic concepts relate to each other and
applies them.

44 | P a g e
  Understands how the platform integrates with other
environments, at a basic level, from an end-user perspective.

 Operates the platform at a simple level.

 Troubleshoots basic physical or software problems.

 Understands and applies the standards.

3. Intermediate

 Understands how the platform integrates with other

environments (e.g., network).
 Participates in day-to-day operations (e.g., monitoring
operations of the platform).

 Uses performance data collection tools and techniques.

 Installs software and hardware on the platform.

 Solves routine problems.

 Solves typical hardware and software problems.

 Uses diagnostic tools to solve complex problems.

 Executes standards.

4. Advanced

 Demonstrates in-depth knowledge of an area of expertise.

 Contributes to high-level architecture.

 Evaluates/pilots new technologies, assesses the results,

identifies how they integrate with the platform and
implements them.

 Carries out performance measurement and capacity

planning.

 Incorporates business requirements such as high availability,

redundancy and disaster recovery into platform design.

 Resolves complex problems.

 Develops and monitors/enforces standards and procedures

for new technology configuration and implementation.

 Mentors/guides individuals and cross-functional teams.

5. Expert

 Demonstrates expert knowledge of platform principles,

technology, government-wide technology initiatives and
technological trends.
 Demonstrates an intimate knowledge of the environment,
interdependencies and impact of change.

 Provides effective strategic direction to enterprise-wide

platform design and initiatives.
45 | P a g e
  Develops enterprise-wide multi-disciplinary architectural and
design documents.

 Resolves very complex problems and recommends capacity

and performance improvements.

 Conducts procurement for platform hardware and services.

 Sets standards and technology direction for the platform.

 Leads the development of people in the infrastructure

domain.

[2]
This competency does not include network/telecommunication systems
(See competency 8).

6. IT Procurement and Asset Management

- Knowledge and ability to evaluate, negotiate, procure, track,

and manage IT assets including software licenses and
computer leases:

Knowledge requirements:

 Vendor liaison/management, service agreements, warrantees

and lease agreements
 Procedures related to procurement and contract
administration

 Processes and procedures necessary to critically evaluate

products, services and claims

 Processes involved in vendor negotiations for substantial

and/or long-term contracts for hardware, software and license
agreements, support and services

 Systems and applications for procurement (e.g., NMSO,

DISO, Software Acquisition Reference Centre, Request for
Software Discounts and Supply Arrangements)

 Roles and responsibilities of TBS and PWGSC related to

asset procurement and management

 Corporate and Government of Canada legislation, standards

and policies (e.g., regulating software license agreements
and renewals, disposal, procurement ethical practices and
security policies)

 License management

 Policies, guidelines and procedures for IT asset management

 IT asset management life cycle (e.g., planning, maintenance,

retirement and disposal)

 Negotiation and contracting processes and practices

46 | P a g e
  Federal legislative and policy framework related to IM/IT
procurement for goods and services

 Departmental processes for acquisition of goods and

services, including drafting of Statements of Work (SOW),
Requests for Proposals (RFPs), evaluation of responses,
contract negotiations and management of contracts

 Remedial measures for IT equipment non-performance

1. Introductory

 Demonstrates broad knowledge of Government of Canada

and the role of PWGSC in procurement.
 Understands the values and ethics involved in procurement.

 Demonstrates basic understanding of procurement process

for IT services and goods.

2. Basic

 Understands Treasury Board and corporate processes,

standards and governance structures.
 Assists in gathering requirements from the business.

 Understands internal procurement processes for IT services

and goods.

3. Intermediate

 Knows the procurement cycle and processes, gathering

of information through RFIs and RFPs, roles of
interdepartmental partners and the proposal/ evaluation
processes.
 Demonstrates a general knowledge of procurement and
conducts low-level procurement.

 Evaluates products and services and identifies the vehicle(s)

to use.

 Provides advice on reporting and inventory, policies and

procedures.

 Establishes partnerships with Finance.

 Understands IT asset business and language.

 Formulates and applies performance management guidelines

to asset management.

4. Advanced

 Possesses a specific area of expertise and business

knowledge of the life cycle for his/her asset area (e.g., sunset
procedures).
 Negotiates multi-level, multi-layer million dollar contracts.

47 | P a g e
  Knows rules for Canadian and International governing bodies
(e.g., NAFTA, Trade Tribunal, and CITT) and negotiates CITT
challenges.

 Reviews, signs off and approves RFP/RFI documents.

 Liaises with PWGSC to communicate requirements, terms

and conditions.

 Monitors and enforces values and ethics.

 Consults with regions and senior management (e.g.,

leveraging assets, inventory and plans for sunset/refresh,
professional services and training).

 Mentors junior staff.

5. Expert

 Demonstrates a very deep understanding of one area of

expertise or a broad understanding of multiple areas and
provides guidance to senior management.
 Demonstrates a broad understanding of software licensing
models, the market and how to leverage the knowledge.

 Demonstrates an in-depth understanding of procurement, the

industry, and the vendor community and industry trends.

 Possesses corporate knowledge and understands service

levels.

 Negotiates with vendors at a high/complex level.

 Provides advice in large supply agreements.

 Performs "total cost of ownership" analysis.

7. IT Project Management

- Knowledge and ability to apply formal project management

principles and practices during the planning, implementation,
monitoring and completion of projects, ensuring effective
management of scope, resources, time, cost, quality, risk and
communications.

Knowledge requirements:

 Enhanced Management Framework for the management of

information technology/projects
 Project management concepts, techniques, methods and
tools and industry best practices in the management of
projects in an IT environment (e.g., Project Management
Body of Knowledge (Pombo))

 Project estimating and planning techniques

 Project progress monitoring

48 | P a g e
  Management of change, risk and problem

 Human resources management

 Government of Canada policies and standards

1. Introductory

 Understands basic concepts (e.g., project goals, risk, scope,

participants' roles, planning and the importance of project
management principles such as time, cost and quality
management).
 Provides input to project plan.

2. Basic

 Understands project reporting.

 Develops simple project plans including work breakdown
structure and estimates.

 Identifies and escalates issues and potential delays.

 Manages small, straightforward projects or specific

components of larger projects.

3. Intermediate

 Manages a complete multi-stage project in own area.

 Identifies, allocates and manages resources needed to meet
project objectives.

 Develops and manages the project plan, including timelines,

deliverables, milestones and costs.

 Identifies potential roadblocks and risks and develops

contingency plans to deal with them.

 Oversees implementation of the project plan, monitors

progress, resource usage and quality, and makes needed
adjustments.

4. Advanced

 Manages complex, multifaceted/ interrelated projects that

span own area or department boundaries.
 Conducts comprehensive risk assessment and develops
plans for eliminating or mitigating the risks identified.

 Mentors other project managers.

 Understands the impact of the project on the department as a

whole.

 Develops complex plans (e.g., with interdependencies or

cross-department).

 Implements standards.

5. Expert
49 | P a g e
  Oversees/manages large, highly complex, diverse or
strategic projects that impact the organization as a whole.
 Develops departmental policies and standards.

 Markets project management principles and benefits across

the department.

 Sets/evolves the vision of how project management should

be done.

 Changes project management practices.

 Knows multiple project management disciplines.

8. Telecommunications (Data and Voice) Network

- Knowledge and ability to implement the methods, practices

and policies governing the design, analysis, development,
management and use of the hardware and software used to
transfer information such as data, voice, images and video.

Knowledge requirements:

 Theories and concepts, methods, policies and practices to design,

develop, plan telecommunications network infrastructure systems
(e.g., calculation of peak and mean bandwidth requirements,
response time, propagation delays, priorities, traffic types, traffic
flows (point-to-point, multicast, broadcast), error detection and
protection, security, interoperability, growth, quality of service,
availability)
 Installation, configuration, operation and maintenance of
telecommunications infrastructure hardware and software

o Telecommunication systems' operating systems, system

software and utilities

o Low level interfaces (e.g., modems, CSU/DSU)

o Voice communication devices (e.g., Blackberry units, cell

phones, gateways, routers, switches, PBX)

 Standards describing the structure of data exchange between

systems (e.g., OSI seven layer reference model)

 Standards describing the format content and exchange

mechanisms between systems, such as communication protocols
(including protocols that relate to the convergence of
technologies, such as Voice over IP), connection oriented versus
connectionless protocols

 Classes of networking systems (e.g., Local Area Network (LAN),

Metropolitan Area Network (MAN), Department Wide Area
Network (DWAN), Wide Area Network (WAN), Virtual Private
Network (VPN), Voice Network System, Remote Access
Networks, associated hardware and software, operating systems
and protocols)

 Network topologies (physical and logical) and their characteristics

50 | P a g e
  Classes of telecommunication media, such as wire based (e.g.,
copper, fiber) and wireless (characteristics of various frequency
bands from HF to microwave)

 The purpose and use of different networks (e.g., Internet,

Intranets, Extranets)

 Value added networks (i.e., services added within a

communications network beyond data transfer such as message
routing, resource management and conversion facilities)

 Performance analysis, diagnosis, capacity planning and data

communications monitoring/management practices, protocols and
tools

 Data, voice and video requirements and services

 Traffic and transmission management

 Common carrier services - data transmission and telephony

service offerings provided by private sector companies

 Security, including specific methods, policies and best practices to

secure information within the telecommunications network
infrastructure

 Industry regulations and tariffs (e.g., CRTC)

1. Introductory

 Demonstrates basic understanding of data communications

and components, definitions, key concepts, communication
protocols and platforms (e.g., Firewalls, Security, Frame
Relay, SNA, ATM, Hubs/Routers/ Gateways switches, VOIP,
ISDN, routing protocols).
 Understands need for capacity planning and performance
management.

2. Basic

 Understands data communications routing and switching

technology.
 Understands how basic concepts relate to each other and
applies them (e.g., vendor-specific standards).

 Understands how data communications integrate with other

environments (e.g., mainframe) and are distributed, at a basic
level, from an end-user perspective.

 Assists in the design of basic connections (e.g., connecting

100 people to a WAN or designing a small site (less than
50)).

 Troubleshoots basic physical or software connectivity

problems, network congestion (e.g., cables/connections,
defective equipment, logging in to network equipment,
checking configuration of routers/switches).

 Uses data communications diagnostic tools.

51 | P a g e
  Tests, configures, installs and supports hardware and
software at any typical site.

 Talks clients through troubleshooting.

3. Intermediate

 Understands how data communications integrate with other

environments such as mainframe, distributed, E-commerce,
firewalls and external networks, at a component level.
 Demonstrates and applies wide range of concepts to the
corporate/vendor environment.

 Understands vendor-specific network switching and routing

products.

 Translates multiple client network connectivity requirements

and limitations into technical specifications for building/site
designs.

 Designs complex building environments using existing

standards (e.g., complex site layouts (many buildings and
requirements)).

 Resolves typical hardware and software problems (e.g.,

connectivity, network congestion, protocols, and uses
diagnostic tools).

 Conducts certification testing.

 Executes standards.

4. Advanced

 Incorporate business requirements (e.g., high availability,

redundancy, disaster recovery) into data communications
design using analytical techniques.
 Evaluates/pilots new technologies, identifies how they
integrate with the corporate network and implements.

 Resolves unusual or atypical network problems without clear

precedents and/or that have significant impact or
consequence on the business or service.

 Creates or reviews certification testing.

 Develops standards and procedures for new technology

configuration and implementation.

 Mentors/guides individuals and cross-functional teams.

 Deals with major client groups (e.g., regional or national

client).

5. Expert

 Demonstrates expert knowledge of data communications

principles, network technology, government-wide technology
initiatives and technological trends.

52 | P a g e
  Demonstrates broad-based knowledge of information
technology.

 Develops enterprise-wide multi-disciplinary architectural

documents.

 Develops business cases for enterprise-wide network

technology initiatives as a direct response to business
drivers.

 Provides effective strategic direction to enterprise-wide

network design.

 Guides and oversees multiple-concurrent network projects.

 Conducts procurement for network solutions network

hardware and services procurements.

 Develops policy and standards for networking technology and

contributes to governmental and/or industry standards
working groups (e.g., GOL, ITU, RC).

9. Security/Information and Application Protection

- Knowledge and ability to ensure there are adequate technical

and organizational safeguards to protect the continuity of IT
infrastructure services by the implementation of IT security
principles, methods, practices, policies and tools that are
used in securing IT resources including information and
operations security, physical security, business
continuity/disaster recovery planning, methods to deal with
security breaches and security assessment in a technical
environment.

Knowledge requirements:

 IT security principles methods, policies, practices and tools

o Information Protection/IT security principles, threat and
risk assessment methodology, practices, procedures and
tools (e.g., Government privacy and security related
legislation and policies, biometric and cryptographic
principles, firewalls, intrusion logs, encryption and digital
(numeric) signature)

o Theories, processes and methodologies involved in

developing, implementing, monitoring and reporting IT
security planning frameworks, policies, measures,
counter-measures and monitoring programs, procedures
and guidelines

o Management tools such as data classification and risk

assessment/analysis to identify threats, classify assets
and to rate system vulnerabilities

o IT software and hardware security requirements

o Preparation and conduction of Privacy Impact

Assessments (PIA), Statement of Sensitivity (SOS),
Threat Risk Assessments (TRA), Vulnerability
Assessments (VA)
53 | P a g e
 o Accreditation procedures, policies and practices

o Security certification procedures

o Security hardware and software

o Treasury Board and corporate IT standards and policies

regarding the development and support of infrastructure
systems and networks, including security policies and
operational standards

 IT Operations Security

o Protection techniques for the entire facility, from the

outside perimeter to the inside office space, including all
of the information system resources and methods to deal
with security breaches

o Requirements of hardware, media and of the operators

and administrators with access privileges to these
resources

o Application product level security, access management

and remote access

o Auditing and monitoring the mechanisms, tools and

facilities to permit the identification of security events and
to assess operations security capacity

o Viruses

o Computer crimes laws and regulations and the measures

and technologies used to investigate computer crime
incidents

o Cryptographic, graphic and hardware applications

 Business Continuity/Disaster Recovery Planning

o Disaster recovery strategies, plans, tests and

management

o Preservation and business recovery planning, practices,

policies and procedures

o Rollback and contingency strategies, planning practices

and tools

o Business continuity analysis procedures and exercise

frameworks

o Activities within the response, recovery, restoration and

resumption phases applicable to business continuity
plans

o Roles and responsibilities of IT operational functions

during business continuity exercises

o Federal government business continuity planning

policies and programs, including Treasury Board
Standards

54 | P a g e
 1. Introductory

 Demonstrates awareness of security requirements.

 Demonstrates awareness of certification policies.

 Demonstrates awareness of privacy requirements and

standards.

2. Basic

 Understands concepts of IT security and its application to

computer systems architecture.

3. Intermediate

 Executes security test plans.

 Deals with low impact threats.

 Acts to protect integrity of system data at operation level

(e.g., single key incident).

 Performs security certifications.

 Provides advice on disaster recovery planning.

 Participates in disaster recovery tests.

 Recommends security safeguards.

 Executes standards.

4. Advanced

 Demonstrates a broad understanding or very detailed area of

expertise in security subject(s).
 Demonstrates a broad knowledge of security policies and
interprets policies.

 Understands a specific security application or tool and how it

works.

 Conducts risk assessments.

 Assesses security safeguards.

 Deals with threats and serious incidents.

 Deals with intrusions at a high threat level.

5. Expert

 Demonstrates an expert understanding or very detailed area

of expertise in multiple security subject(s).
 Demonstrates expert knowledge of law, regulation and
policies, and interprets policies and standards.

 Is an expert in multiple security applications and tools?

 Leads risk and security safeguards assessments.

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  Mitigates threats and serious security incidents at the
enterprise level.

 Consults on security issues and recommends corporate

strategies.

 Leads the development of enterprise policies and standards.

 Directs employees and consultants and mentors others.

10. Testing

- Knowledge and ability to perform testing of software and/or

hardware using a systematic approach (i.e., the orderly
progression of testing in which software elements, hardware
elements or both are combined and tested until the entire
system has been integrated).

Knowledge requirements:

 Quality assurance and control

 Testing approaches and strategies

 System and application testing methodologies, practices and

principles (e.g., end-to-end)

 Testing/validation in relation to the systems development life-

cycle

 Types of testing (e.g., volume, unit, compatibility, bandwidth,

integration, system, end-to-end, web-stress)

 Testing standards (e.g., Treasury Board and department,

International organization for standardization (ISO))

 Testing and readiness functions and assessments including

release processes and packages, change control and system
integration

 Testing tools including automated tools, test scripts and

reporting/tracking tools

 Certification and accreditation of new applications

1. Introductory

 Demonstrates awareness of testing principles and processes.

 Understands testing terminology.

2. Basic

 Tests and debugs software modules.

 Conducts unit testing.

 Understands testing methodologies and principles.

 Understands standards for testing.

 Executes test scripts.

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  Reports test results.

 Understands and applies IT system security for applications.

 Uses a testing tool.

3. Intermediate

 Understands systems integration principles (i.e., the

methods, practices and policies that are used during a
systems integration process, including hardware, software,
network and applications).
 Understands release and certification processes.

 Prepares test cases/scripts.

 Carries out complex testing/ validation (e.g., volume testing,

integration testing).

 Ensures other applications are not affected.

 Matches results with expectations in the design document.

 Troubleshoots/resolves issues.

 Implements test tools.

 Applies standards for testing.

4. Advanced

 Conducts application testing.

 Conducts complex series test scenarios.

 Prepares test plans and strategies.

 Researches/tests testing tools and makes recommendations.

 Develops test practices.

 Implements and monitors standards for testing.

 Tests standards.

 Understands the impact of testing on the environment and

other tests being carried out.

 Ensures that the right/appropriate tests are being carried out.

 Mentors others.

 Guides application stakeholders in testing methods and tools.

5. Expert

 Manages integration testing.

 Sets standards for cycle testing.

 Designs testing methodologies.

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  Develops test standards, best practices and policies.

11. Service Management Processes

- Knowledge and ability to implement the methods, practices

and policies governing the design, development and use of
the IT support processes designed to keep the IT environment
functioning efficiently, effectively and securely.

Knowledge requirements:

 Service Management Principles

o Relationship between different IT support processes and
between support processes and clients

o Implementation and management of services using the

principles and methods associated with industry best
practices (e.g., Information Technology Infrastructure
Library (ITIL))

o Service level agreements

o Processes and practices to ensure the Agreement and

Statements of Work or contracts are met while taking
steps to minimize any adverse impact on service quality

o Government of Canada and department policies and

standards (e.g., Service Management Life Cycle
Framework)

 Change Management

o Processes and practices to ensure changes to the IT

infrastructure are introduced successfully and on a
scheduled basis

o Planning, scheduling, distribution, application and

tracking of changes to the IT environment

 Configuration Management

o Management of the physical and logistical properties of

resources and their relationships (e.g., physical
connections and dependencies)

o Configuration management technologies that affect the

IM/IT environment including the physical and logistical
properties of resources

 Release Management

o Processes and practices to ensure the introduction and

maintenance of all IS/IT infrastructure and that existing
infrastructure falls within the standards and the
technology suppliers supported release levels

o Problem Management

o Detection, reporting, analysis, recovery, resolution and

tracking of problems

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 o Help Desk/Client Support

o Concepts, techniques and practices of help desk

operations and service delivery

o Provision of a single point of contact for all users of the

IT infrastructure services

o Installation, configuration, troubleshooting and

application software support

o Technical problem analysis, evaluation and solution

proposal

o Techniques and practices for client queries,

troubleshooting and problem resolution and prioritization

1. Introductory

 Understands service management processes and concepts (e.g.,

incident management, change management, release
management).
 Understands concepts, techniques and practices of help desk
operations and service delivery.

2. Basic

 Understands and follows a process in problem management,

change management or configuration management.
 Provides IT help desk support services.

 Gathers information from end-users to determine the nature of

problems and resolve them.

 Monitors SLAs and escalates problems.

 Performs initial evaluation of problem and routes as necessary.

 Understands the requirements of process (e.g., involvement of

service management early in the process).

3. Intermediate

 Understands interrelationships and interdependencies between

service management processes.
 Installs, configures, troubleshoots and supports application
software.

 Analyzes, evaluates and diagnoses technical problems and

proposes solutions.

 Manages process ensuring it is followed (e.g., change, problem,

testing, costing, backup and recovery, QA release).

 Schedules release after ensuring absence of conflicts.

 Serves as a point of escalation.

 Conducts customer satisfaction surveys.

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  Guides others in processes.

 Implements changes to processes.

4. Advanced

 Implements and manages services using the principles and

methods associated with Information Technology Infrastructure
Library (ITIL) and other industry best practices.
 Identifies who to call for severe or complex problems.

 Manages the provision of help desk services and problem

resolution.

 Analyzes problem trends and makes recommendations.

 Develops service management processes.

 Writes/negotiates SLAs for operational level agreements and

internal SLAs.

 Develops customer satisfaction surveys.

 Sets guidelines for others to follow.

5. Expert

 Negotiates, develops, implements and manages service level

agreements.
 Develops service management standards, practices and policies.

 Builds and maintains a network of experts.

 Develops SLA templates.

 Negotiates complex SLAs.

 Provides guidelines for service management (e.g., recommends

changes based upon results of a customer satisfaction survey).

 Recommends continual improvements in service management

strategy and processes.

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