Sr. Senior Application Support Analyst works directly with end users

2 weeks ago

Edmonton, Alberta, Canada S I Systems Full time
Sr. Application Support Analyst works directly with end users (both internal to the as well as external stakeholders) to troubleshoot technical issues for the Government of Alberta

Our client is looking for a Sr. Application Support Analyst works directly with end users (both internal to theas well as external stakeholders) to troubleshoot technical issues for the Government of Alberta.

Must Have's:

  • 4+ years of experience in a help Desk Role
  • 4+ years of experience in user identity verification processes, and maintaining user IDs, passwords and account
  • 4+ years experience in utilization of any of the following Help Desk software: BMC Remedy, Cherwell, MS Team foundation Server, Rational clear Quest, Heat
  • 4+ years experience working on supporting multiple applications for various stakeholders
  • 4+ years experience working with Microsoft Office tool suites
  • 4+ years experience with Microsoft SharePoint 2005 and higher

Nice to Have's:

  • Experience developing and delivering user manuals and training materials
  • Experience documenting user requirements, business processes, and workflows
  • Experience in planning/performing/monitoring User acceptance testing
  • Duration- Experience providing end user operational system support, including data collection, data editing etc.

Responsibilities:

The ideal candidate must be able to prioritize and manage workload effectively, demonstrates independence in decision-making, be self-motivated and able to work independently.


• Receive and respond to inquiries related to applications supported by the Help Desk team.


• Respond to escalated inquires received by VIP team


• Assist users with creation of requests in BERNIE (ServiceNow) and follow up as needed


• Collaborate with business teams to migrate SP2016 sites to SharePoint Online


• Collaborating with stakeholders to gather requirements for SharePoint solutions and enhancements


• Managing SharePoint permissions, user access, and security settings


• Advise inquirers of any resolution to an inquiry.


• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.


• Work effectively through communication with technical and /or business teams to resolve client issues.


• Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry.


• Test end-user solutions, 'bug-fixes' and new features of applications to ensure they adequately address client concerns.


• Make arrangements with external stakeholders and internal staff for training and any other items as required.


• Maintain an understanding of applications to ensure maximum support effectiveness.


• Assign and maintain user IDs and passwords.


• Participate in related projects as required.


• Develop and maintain documentation as required.


• Communicating application errors found during call resolution and testing application when errors are resolved.


• Coordination of communication to external stakeholders, other Government of Alberta staff and to internal staff.


• Identification of future training needs.


• Regular status reports of all reported issues.

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