IT Client Services - Business & Enterprise Applications Analyst (Full-Time)

City of Thunder Bay • Thunder Bay, ON

9d • Hybrid

About The Position

Under the general direction of the Manager - IT Client Services, supports desktop applications. Key responsibilities include desktop application deployment and user support; problem resolution; setup and removal of client access to desktop applications; and ongoing communication with application users.

Requirements

• Degree or Diploma in computer science, software engineering, or information systems; or Equivalent combination of education and experience.
• Knowledge of and experience with supporting desktop applications
• Knowledge of computer networking
• Superior ability to communicate effectively and concisely, both orally and in writing, with the ability to present ideas in a business and user friendly language
• Strong understanding of organizational goals and objectives
• Superior ability to establish and maintain effective working relations with clients, co-workers, and business partners
• Highly self-motivated and directed
• Proven problem solving, analytical, and time management skills
• Ability to prioritize and execute tasks in a high pressure environment

Nice To Haves

• Experience with creating packages and deploying software (install/upgrade/patches) using Microsoft System Centre Configuration Manager
• Experience with Citrix
• Demonstrated ability to excel at supporting client excellence
• Experience working in an IT Client Services environment
• An understanding of the operations and services of the Corporation
• Knowledge of the functions of city departments, outside boards and local community groups

Responsibilities

• Installs desktop applications; notifies Information Technology Compliance and Risk Specialist when licenses are required.
• Creates and deploys software deployment packages, to install, upgrade and/or patch desktop applications; completes related documentation.
• Maintains client access to business applications.
• Provides client support, resolving Tier 1 Support Calls and collaborates with required partners to ensure all outstanding client Support Calls have been resolved and communicated back to the client.
• Collaborates with Corporate and departmental application owner, CIT staff, consultants, and/or software business partners on techniques and methods to implement new solutions and resolve problems.
• Documents each support call and resolution in the Call Management System to facilitate future client support opportunities.
• Follows up on Support Calls moved to Tier 2.
• Develops training material and conducts formal and informal training.
• Keeps abreast of new software technology.
• Participates in Corporate-wide initiatives and cross-functional teams as required.
• Performs other related duties as may be assigned.

Benefits

• May be required to work shifts or be “on call”
• May be required to travel to various work locations and provide own transportation
• Must undergo a successful Criminal Record and Judicial Matters Check (CRJMC)
• Must sign and abide by Employee Confidentiality Statement
• As an equal opportunity employer, the City of Thunder Bay encourages applications from Indigenous peoples, persons with disabilities, members of visible minority groups, women and members of the 2SLGBTQ+ community.
• Reasonable accommodations are available upon request for all parts of the recruitment process.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree