Job Description

:Scope:The Senior Application Support Analyst works directly with end users (both internal to the client as well as external stakeholders) to troubleshoot technical issues, create and process requests and support business teams.To be successful in this role, this position requires 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. 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, \xe2\x80\x98bug-fixes\xe2\x80\x99 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.

• Bachelor degree or diploma in IT, Computer Science, Math or Engineering or equivalent experience.

• Proposed resource has agreed to an Enhanced Security Check upon contract award.
• Must have the last 3 years continuous residency in either Canada or United States as minimum.

• Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications (information on applications supported must be included in claimed experience).
• 4+ years\xe2\x80\x99 experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business applications.
• 4+ years\xe2\x80\x99 experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, etc.
• 4+ years\xe2\x80\x99 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\xe2\x80\x99 experience working on supporting multiple applications for various stakeholders at one time.
• 4 years\xe2\x80\x99 experience working with Microsoft Office tool suites.
• 1 year experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 and higher.

• 1+ years\xe2\x80\x99 experience developing and delivering user manuals and training materials.
• 1+ years\xe2\x80\x99 experience documenting user requirements, business processes, and workflows.
• 1+ years\xe2\x80\x99 experience in planning/performing/monitoring User acceptance testing.
• 1 years\xe2\x80\x99 experience providing end user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system that contains user information.
• 1+ years\xe2\x80\x99 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.

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