Intermediate Analyst, Information Technology

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong

About Information Technology

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.

Position Purpose

Reporting to the Senior Manager, Information Technology, the incumbent is the University’s central resource for large Enterprise systems-related problems and serves as the expert resource and problem management expert. The incumbent is responsible for restoring “normal service” to the users as quickly as possible. Regularly interacts with clients to manage all problems, including fixing technical faults, fulfilling service requests and answering queries; anything that is needed to allow the users to return to work. Ensures that documentation, information, user guides, frequently asked questions and knowledge base, problem management system database as well as self-serve information are developed, maintained and tested.

**In this role, your responsibilities will include**:
**Client Communication**: Establish and maintain regular communication with clients; keep users informed of progress on their incidents/service requests, and notify them of impending changes or scheduled outages with collaboration with Infrastructure group, etc. Close all resolved incidents, requests and other calls. Conduct customer/user satisfaction call-back/surveys as per agreed upon standards.

**CMS**: Update the Configuration Management System (CMS). Report to senior managers on any issue that could significantly impact the business. Attend Change Advisory Board Meetings; ensure that proposed changes are consistent with maintaining required service levels. Take overall responsibility for incident and service request handling. This could also be expanded to any other activity such as monitoring certain classes of event. Produce statistics and management reports to improve service quality.

**Training and Documentation**: Organize staff training and awareness sessions. Develop and maintain documentation, information, user guides, frequently asked questions, knowledge base and problem management system database. Liaise with “Super Users” to facilitate communication between IT and the business at an operational level. Communicate service level agreement levels to users to ensure a common understanding and to manage client expectations.

**What you will bring**:
University degree in Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.

Minimum three (3) to five (5) years of experience supporting large enterprise systems in a multiplatform environment.

Experience design building websites using different web content management systems, such as Drupal, SharePoint, WordPress, etc.

Familiarity/experience