Analyst, Application Support

1 week ago

Ottawa, Canada University of Ottawa Full time

**Job Type**:
Employee

**Duration in Months** **(for fixed-term jobs):
24

**Job Family**:
IT Support

**# of Open Positions**:
1

**Faculty/Service - Department**:
IT Application Support

**Campus**:
Roger Guindon Hall

**Union Affiliation**:
UOITP

**Date Posted**:
May 30, 2024

**Closing Date**:
June 10, 2024
**Note**: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above

**Hours per week**:
35

**Salary Grade**:
UOITP Grade 09

**Salary Range**:
$71,990.00 - $89,506.00

About the Faculty of Medicine

Welcome to the University of Ottawa Faculty of Medicine, the first and largest bilingual medical faculty in Canada. Our learners have access to state-of-the art facilities and specialized institutions as they learn alongside world-class physicians and scientists. Consistently ranked among the top 10 medical schools in Canada, our faculty is among the top faculties of medicine in the world for research impact in biomedical and health sciences.

**Position Purpose**

**In this role your responsibilities will be**:

- ** Expert Advice**: Supports the Senior Analyst in the development of expert advice to various users on matters associated to business process, technology recommendations and implementation strategies to ensure a standardized approach that align all initiatives related to solutions with the Faculty vision, direction and the Undergraduate and Postgraduate programs accreditation requirements. Participates in process improvement initiatives to foster creativity and innovation.
- ** Access Management**: Manages permissions and accounts for 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 on a weekly basis and manage the creation of these new accounts. Maps and links accounts to the identity management system (Active Directory).
- ** Client Communication**: 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.
- ** Documentation**: Supports the Senior Analyst in the development and maintenance of documentation, information, user guides, policies, frequently asked questions and knowledge base for the user community of the Faculty. Develops and document results of test scenarios at the request of the Senior Analyst to validate options and to establish best practices. Prepares various reports and instructional manuals.
- ** Application Assessments**:Reviews existing system capabilities and workflow and support the Senior Analyst in recommending changes or upgrades are required in order to increase business efficiency. Works with the Senior Analyst to implement new functionality to their systems to response to changing needs and requirements of our Faculty.

**What you will bring**:
Essential Qualifications
- University degree in either: Business Administration, Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.

Other Skills and Competencies
- Knowledge of University and Faculty structures and regulations;
- Experience in customer service and in teaching technology: advanced interpersonal skills to act as a resource person, to evaluate customer needs, communicate technical concepts in a non-technical manner and to effectively correspond with clients, vendors and technical resources in both official languages;
- Experience preparing, developing and delivering group and individual training session and material;
- Excellent analytical skills and ability to prioritize his/her 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 and client restrictions imposed by the unique context of the practitioner/professor of the Faculty of Medicine;
- Ability to work in a team, foster positive relationships, and manage and resolve conflict;
- Bilingualism (French and English) spoken and written.

LIhybrid

**Key Competencies at uOttawa**:
Here are the required competencies for all or our employees at uOttawa:
**Planning**:Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
**Initiative**:Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
**

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