Senior Analyst, Application Support

University of Ottawa•Ottawa, ON

2d•CA$92,685 - CA$115,243•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. Reporting to the Product Manager, the incumbent provides expert advice and support to end users within the Faculty of Medicine in areas related to application support. Manages the development lifecycle (development, quality control, deployment, change management and support) of online exams for a designated client group in a manner that meets established customer service standards.

Requirements

University degree in either: Business Administration, Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.
Minimum 5 years of experience supporting enterprise applications, with at least 2 being in supervision
Knowledge of University, Hospital and Faculty structures and regulations;
Experience in customer service and in teaching technology
Advanced interpersonal skills in order to work with a variety of stakeholders across the business
Experience preparing, developing and delivering group and individual training session and material;
Excellent analytical skills and ability to prioritize their work and to ensure its quality;
Experience in using computer systems and software such as Microsoft Office Suite and Web Applications;
Initiative, responsibility, autonomy and good judgment in providing accurate services under time constraints
Ability to work in a team, foster positive relationships, and manage and resolve conflict;
Bilingualism (French and English) spoken and written.

Nice To Haves

Knowledge and experience in the use of evaluation and scheduling application is an asset, but not mandatory

Responsibilities

Provides troubleshooting, expertise, advice and high-level support on the usage of the Faculty applications to students, faculty and administrative users, program administrators, attending clinicians/supervisors and professors.
Suggests best practices and methodologies in the use of said systems.
Provides third level support for all issues that cannot be handled via the first and second levels and investigate problem areas, recommends and implements solutions.
Provides recommendations, solutions and approaches to fix systems and operational problems.
Participates in process improvement initiatives to foster creativity and innovation.
Manages permissions and accounts for the Faculty users.
Provides second level support for login issues and coordinates efforts with the help line support specialist to improve connectivity for users.
Imports new users list to the system and manage the creation of these new accounts.
Maps and links accounts to the Faculty identity management system (Active Directory).
Establishes and maintains regular communication with clients; keeps users informed of progress on their incidents/service requests and notifies them of impending changes or scheduled outages.
Closes all resolved incidents, requests and other calls.
Conducts customer/user satisfaction call-back/surveys when required.
Communicates service level agreement to users to ensure a common understanding and to manage client expectations.
Develops and designs custom training, workshops, presentations and informational material for users.
Delivers onsite or virtual training to students, program directors, program administrators, program coordinators and attending clinicians/supervisors.
Provides ongoing consultation, training and assistance to users to ensure that everyone uses solutions appropriately.
Provides training to users on the functionality of the application when necessary.
Provides expert advice on the capabilities of the systems or applications.
In collaboration with program subject matter experts, leads the design, development, testing, deployment and changes to online exams.
Provides real-time support to students using exam solutions.
Compiles and prepare reports supporting debriefs on exam events and ensure continuous improvements on underlying business process.