Intermediate Analyst, Application Support
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Key skills for this role
About the Role
The University of Ottawa seeks an Intermediate Application Support Analyst to serve as a central resource for large enterprise systems. The role involves incident management, client communication, and training/documentation.
Key Skills for This Role
Responsibilities
- Organize staff training and awareness sessions; develop and maintain documentation, user guides, FAQs, knowledge base, and problem management system database
- Drive efficiency and effectiveness of incident management process; monitor effectiveness and make recommendations for improvement
- Manage major incidents; inform stakeholders, follow up, and conduct post mortems
- Establish and maintain regular communication with clients; keep users informed of progress on incidents/service requests
- Act as support analyst for Enterprise applications and incidents throughout their lifecycle
- Provide second line investigation and diagnosis; resolve incidents/service requests
Requirements
- University degree in Computer Sciences or Information Technology or related field, or equivalent combination of education and experience
- Minimum 3 to 5 years of experience supporting large enterprise systems in a multiplatform environment
- Knowledge of programming and operating system principles
- Knowledge of supported applications and business processes
- Knowledge of computer security and access principles and best practices
- Experience in a customer service environment
- Experience with configuration of complex servers and systems
- Experience in virtualization technologies, storage, and systems administration
- Analytical skills to diagnose and repair system problems
- Organizational skills to prioritize work and meet multiple strict deadlines
- Bilingualism – French and English (spoken and written)
Full Job Posting
Position Purpose
- Reporting to the Senior Manager, Information Technology, the incumbent is the University’s central resource for large Enterprise systems related problems and serves as the expert resource and problem management expert.
- Responsible for restoring normal service to users as quickly as possible; interacts with clients to manage problems including fixing technical faults, fulfilling service requests, and answering queries.
- Ensures documentation, information, user guides, FAQs, knowledge base, problem management system database, and self serve information are developed, maintained, and tested.
Responsibilities
- Training and Documentation: Organize staff training and awareness sessions; develop and maintain documentation, user guides, FAQs, knowledge base, and problem management system database.
- Incident Management: Drive efficiency and effectiveness of incident management process; monitor effectiveness and make recommendations for improvement; manage major incidents.
- Client Communication: Establish and maintain regular communication with clients; keep users informed of progress; close resolved incidents; conduct customer satisfaction surveys.
- Service Desk Management: Act as support analyst for Enterprise applications; maintain tracking system; log incident details; provide second line investigation and diagnosis.
What you will bring
- University degree in Computer Sciences or Information Technology or related field, or equivalent combination of education and experience.
- Minimum 3 to 5 years of experience supporting large enterprise systems in a multiplatform environment.
- Knowledge of programming and operating system principles; knowledge of supported applications and business processes; knowledge of computer security and access principles.
- Experience in customer service environment; experience with configuration of complex servers and systems; experience in virtualization technologies, storage, and systems administration.
- Analytical skills to diagnose and repair system problems; organizational skills to prioritize work and meet multiple strict deadlines.
- Bilingualism – French and English (spoken and written).
Key Competencies at uOttawa
- Planning: Organize in time a series of actions or events to realize an objective or project.
- Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results.
- Client Service Orientation: Help or serve others to meet their needs.
- Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goals.
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