Senior Application Support Analyst

3 weeks ago

Edmonton, Canada Insight Enterprises, Inc. Full time
Requisition Number:
97122 

Senior Application Support Analyst

Location: Remote - located in Edmonton or Calgary, Alberta

About Insight:

Insight Enterprise Inc serves clients in 190 countries, and in Canada, our robust Staffing department specializes in placing top-notch talent in sought-after roles across the nation.

Description:

Our public sector client is seeking a Senior Application Support Analyst for a one-year contract employment opportunity (with chance of extension). As the Senior Application Support Analyst, you will work directly with end users (both internal and external stakeholders) to troubleshoot technical issues, create and process requests and support business teams. To be successful in this role, candidates are required toi have strong political acumen, written and verbal communication skills, and extensive experience with stakeholder relations. 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.

Responsibilities:

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-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 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
-Manage 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.
-Communicate 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.

Requirements:

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-Bachelor Degree or diploma in IT, Computer Science, Math or Engineering, or equivalent experience.
-4+ years of experience as an application help desk analyst working with external stakeholders and providing assistance, troubleshooting, training to inquiries in large scale enterprise applications.
-4+ years of experience in User identity verification processes and maintaining user IDs, passwords, and account permission levels for business applications.
-4 + years of experience using help desk software such as: BMC remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest and HEAT, etc.
-4+ years of experience working directly with clients and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties.
-4+ years of experience working on supporting multiple applications for various stakeholders at one time.
-4+ years of experience working with MS Office tool suites.
-1+ years of experience with the design, development, integration, and support of MS SharePoint 2005 and higher.
-Ability to obtain enhanced security clearance.

Nice-to-have:

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-Excellent written and verbal communication skills and ability to interact professionally with a diverse group.
-Ability to learn quickly, problem solve, and work independently in a team.
-1+ year of experience developing and delivering user manuals and training manuals.
-1+ year of experience documenting user requirements, business processes, and workflows.
-1+ year of experience in planning/performing/monitoring user acceptance testing.
-1+ year of experience providing end user operational support, including data collection, data editing, data validation, and data conversion within an enterprise system that contains user information.
-1+ year of experience supporting web-based systems with knowledge of various internet browsers using multiple devices, including but not limited to: Internet Explorer,  Google Chrome, Edge, Firefox, and Safari.

Equipment requirements:

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-Resource will require own equipment.

If you are interested in this opportunity, please submit your resume detailing all relevant experience and certifications. We thank you for your interest, however, only those selected for interviews will be contacted.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

Posting Notes:
Edmonton ||
Alberta (CA-AB) ||

Canada (CA) ||
IT Infrastructure & Support || None

 ||

Remote - Canada ||
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