Intermediate Analyst, Application Support

University of Ottawa•Ottawa, ON

15h•Hybrid

About The Position

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome. In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Requirements

University degree in Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.
Minimum three (3) to five (5) years of experience supporting large enterprise systems in a multiplatform environment.
Knowledge of security systems is an asset.
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 the 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).

Responsibilities

Establish and maintain regular communication with clients; keep users informed of progress on their incidents/service requests, and notify them of impending changes or scheduled outages with collaboration with Infrastructure group, etc.
Close all resolved incidents, requests and other calls.
Conduct customer/user satisfaction call-back/surveys as per agreed upon standards.
Update the Configuration Management System (CMS).
Report to senior managers on any issue that could significantly impact the business.
Attend Change Advisory Board Meetings; ensure that proposed changes are consistent with maintaining required service levels.
Take overall responsibility for incident and service request handling. This could also be expanded to any other activity such as monitoring certain classes of event.
Produce statistics and management reports to improve service quality.
Organize staff training and awareness sessions.
Develop and maintain documentation, information, user guides, frequently asked questions, knowledge base and problem management system database.
Liaise with “Super Users” to facilitate communication between IT and the business at an operational level.
Communicate service level agreement levels to users to ensure a common understanding and to manage client expectations
Drive the efficiency and effectiveness of the incident management process.
Monitor the effectiveness of incident management and make recommendations for improvement; follow up on recommendations through implementation phase.
Develop and maintain the incident management systems.
Manage major incidents; inform other resources, keep all stakeholders informed, follow-up and conduct post-mortems.
Develop and maintain the incident management process and procedures
Triage incidents to the appropriate application manager depending on their area of expertise for further investigation.