Senior Help Desk Analyst

We are

At Synechron, we believe in the power of digital to transform businesses for the better. Our global consulting firm combines creativity and innovative technology to deliver industry-leading digital solutions. Synechron's progressive technologies and optimization strategies span end-to-end Artificial Intelligence, Consulting, Digital, Cloud & DevOps, Data, and Software Engineering, servicing an array of noteworthy financial services and technology firms. Through research and development initiatives in our FinLabs we develop solutions for modernization, from Artificial Intelligence and Blockchain to Data Science models, Digital Underwriting, mobile-first applications and more. Over the last 20+ years, our company has been honored with multiple employer awards, recognizing our commitment to our talented teams. With top clients to boast about, Synechron has a global workforce of 14,500+, and has 58 offices in 21 countries within key global markets.

Our Challenge

Our client is seeking a versatile Application Support Analyst capable of managing both end-user support for enterprise systems like ApplyAlberta and SharePoint,
and
providing technical and operational support for large-scale content management, migration, and cloud infrastructure projects. This role is critical for maintaining system stability, supporting migration activities, and ensuring high stakeholder satisfaction across a complex enterprise environment.

Role 1: Application Support & User Assistance

Responsibilities:

• Serve as the first point of contact for end-users, addressing inquiries related to applications such as ApplyAlberta, SharePoint, Office 365, and other enterprise tools.
• Manage, track, and resolve support tickets using help desk systems such as BMC Remedy, Cherwell, or MS TFS.
• Troubleshoot application issues, bugs, and performance problems, performing fixes, testing, and documentation updates.
• Support user onboarding, credential management, access permissions, and enforce security policies.
• Provide ongoing user training and develop documentation, FAQs, and troubleshooting guides.
• Collaborate with technical teams and stakeholders to resolve issues efficiently and improve user experience.
• Monitor ticket trends, escalate critical issues, and recommend operational improvements.

Role 2: Infrastructure & Migration Support

Responsibilities:

• Support the migration, upgrade, and decommissioning of legacy systems, including SharePoint sites, content archives, and on-premises applications.
• Assist with implementation and support of cloud services, including Azure, supporting hybrid and cloud-native environments.
• Support system configuration, security, and compliance, ensuring operational integrity and data security.
• Develop and update operational procedures, support documentation, and knowledge bases for ongoing support and training.
• Collaborate with project teams on system deployment, testing, and validation of new or updated platforms.
• Assist with migration planning, content transfer, and ensuring minimal system downtime during transitions.
• Support incident management, troubleshooting, and ongoing system performance monitoring across all enterprise environments.

Scope & Support Activities:

• Support a broad spectrum of enterprise applications, including legacy systems, cloud environments, and migration projects.
• Manage tickets, support procedures, and stakeholder communication across departments and external partners.
• Contribute to ongoing process improvement, documentation, training, and compliance activities.

Technical Skills & Experience:

• 7+ years supporting large-scale enterprise applications, content management systems, or web-based environments.
• Support experience with ticketing systems such as BMC Remedy, Cherwell, MS TFS.
• Strong knowledge of user and credential management, access controls, and security policies.
• Experience supporting SharePoint, Office 365, email, and collaboration tools, along with cloud platforms (Azure, AWS).
• Troubleshooting skills across servers, applications, and infrastructure, including network and cloud components.
• Ability to develop operational documentation, conduct user training, and support migration activities.

Nice to Have:

• Experience supporting large-scale content management, cloud migration projects, or hybrid cloud environments.
• Relevant certifications in ITSM, security, or cloud management (Azure, AWS).
• Familiarity with enterprise security practices, compliance standards, and public sector environments.

SYNECHRON'S DIVERSITY & INCLUSION STATEMENT

Diversity & Inclusion are fundamental to our culture, and Synechron is proud to be an equal opportunity workplace and is an affirmative action employer. Our Diversity, Equity, and Inclusion (DEI) initiative 'Same Difference' is committed to fostering an inclusive culture – promoting equality, diversity and an environment that is respectful to all. We strongly believe that a diverse workforce helps build stronger, successful businesses as a global company. We encourage applicants from across diverse backgrounds, race, ethnicities, religion, age, marital status, gender, sexual orientations, or disabilities to apply. We empower our global workforce by offering flexible workplace arrangements, mentoring, internal mobility, learning and development programs, and more.

All employment decisions at Synechron are based on business needs, job requirements and individual qualifications, without regard to the applicant's gender, gender identity, sexual orientation, race, ethnicity, disabled or veteran status, or any other characteristic protected by law.