Computer Aided Dispatch Administrator

The Role

The vCAD Administrator is Versaterm's dedicated, embedded resource for the New Brunswick provincial customer (NB911) and its Regional Partner Agencies (RPAs), beginning with the Saint John Police and Fire PSAP and Codiac Fire PSAP. You will be the primary person supporting and maintaining the unified computer aided dispatch (CAD) and mobile data (MDT) systems, including the CAD/Mobile geo file and map displays.

This role begins during implementation, at Workshop #1 for Saint John, and continues through go-live and ongoing operations. You will become the resident expert on how each agency's CAD is configured, and the trusted link between dispatch operations, provincial GIS authorities, and Versaterm's product and support teams.

What You Do

System Configuration and Maintenance 

• Help the Customer and RPAs define, build, and maintain static configuration tables (unit IDs, unit types, status codes), incident types, and command line configuration.
• Build and maintain police and fire response areas, including fire box alarms/run cards, fire unit recommendation orders, and police districts and beats.
• Configure application business logic rules based on Customer and RPA needs, and document New Brunswick-specific configuration settings.
• Manage user profiles, permissions, and security for RPA personnel.
• Replicate configuration data between production, test, and training environments.
• Support interface configuration, documentation, and ongoing maintenance in coordination with Versaterm, the Customer, and RPAs.

Requirements, Testing and Change Management

• Translate end-user requirements into technical requirements.
• Guide and support the Customer and RPAs through functional and system acceptance testing.
• Evaluate system modification requests, consult on process changes and application options, and carry user-generated recommendations to Versaterm product teams.
• Coordinate application updates, enhancements, patches, and hotfixes across CAD workstations and MDTs, including promotion from test to production.
• Participate in the organizational change management workstream as requested.

GIS and Mapping

• Establish a regular cadence of GIS and mapping updates with the Customer and RPAs.
• Load and test provincial GIS updates in CAD and MDT, including street centerlines, address points, response areas, information layers, common places, building pre-plans, and aerial photography.
• Manage GIS data import and maintenance within CAD, troubleshoot mapping issues, and resolve data issues with provincial GIS authorities.
• Serve as subject matter expert on CAD and MDT street and map displays, and maintain documentation of New Brunswick GIS updates.

Support, Troubleshooting and Training

• Provide end-user application assistance and guidance on desktop and device application installs and updates.
• Work with Customer and RPA technical SMEs to isolate and resolve application issues, review error reports, and clear error backlogs.
• Submit and track tickets with Versaterm Support, and coordinate troubleshooting with Versaterm teams.
• Handle system problems and outage calls during on-duty hours. After-hours critical support is handled by Versaterm 24/7 technical support.
• Assist agency trainers with application-specific content and work with trainers and users to reduce repeat errors.
• Mentor and coach Customer and RPA staff on CAD/MDT administration, and establish best practices for configuration, change control, and documentation.

Relationship Management and Reporting

• Act as the resident expert on each agency's CAD configuration, and advise on new policies, processes, or technology implementations.
• Apply sound judgment to resolve complex or ambiguous issues independently, escalating to Versaterm teams when needed and keeping the Customer and RPAs informed.
• Help manage cross-department needs and dependencies within the applications.
• Represent the Managed Service Provider to the Business Relationship Manager (NB911) to coordinate changes, updates, and corrections.
• Participate in meetings and work sessions on CAD/MDT administration.
• Submit regular system status reports and a monthly report covering all incident activity and work performed.
• Coordinate PTO with the Customer and RPAs so coverage is planned in advance.
• Do not respond to requests for personally identifiable information (PII). The Customer and RPAs approve and handle those requests.

What You Bring

• A minimum of 5-7 years of experience in public safety CAD administration, dispatch systems support, or a comparable technical specialist role.
• In-depth understanding of CAD and MDT systems, ideally Versaterm vCAD or comparable public safety dispatch platforms.
• Hands-on experience configuring and administering CAD, including units, status codes, incident types, response plans, and user security.
• Working knowledge of GIS data and public safety mapping (centerlines, address points, response areas, AVL).
• Experience with test, training, and production environments, release promotion, and acceptance testing.
• Strong troubleshooting skills, including log and error report analysis.
• Demonstrated ability to deliver complex work autonomously, apply sound judgment, and navigate ambiguity in a customer-facing role.
• Ability to explain technical concepts clearly to dispatchers, supervisors, trainers, and IT staff.
• Experience mentoring or coaching others and implementing best practices in system administration.
• Self-directed and organized, with a record of working effectively in a remote setting.
• Models Versaterm's values and brings them into how they work with the Customer, RPAs, and Versaterm colleagues.
• Education, training, and experience sufficient to meet contract requirements, and the ability to obtain and maintain the required security clearance.

Note: This position requires a security clearance from the Government of Canada. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on the Government of Canada's security screening process, please visit Public Services and Procurement Canada.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.