Job Description

About Carleton University
Carleton University is situated on unceded Algonquin territory and bordered by the Rideau River and the Rideau Canal, a UNESCO World Heritage site, in Ottawa, Ontario. The university is just minutes from the heart of our nation's government and G-7 organizations and this capital advantage provides opportunities for staff and faculty and students to make a positive impact in our community and around the world.
Named a Top 100 Employer in 2023, 2024 and 2025, and a National Capital Region Top Employer for 10 consecutive years, Carleton University is one of Canada's most resourceful and productive hubs of learning and research, fuelling a rich talent pipeline that is supporting social and economic renewal. The university's smart, caring and connected community inspires and empowers individuals to become change leaders who drive impact in the world while challenging conventional modes of thinking and doing. At Carleton, we are committed to fostering an innovative, equitable and welcoming work environment. Carleton is also a nationally certified Healthy Workplace and is a recipient of the Canada Awards for Excellence, Healthy Workplace Order of Excellence and Platinum Level Certification for Mental Health at Work.
The university's is an ambitious vision for the future, anchored in Carleton's strengths and student-centric, community-engaged values.
Duties and Responsibilities:
Reporting to the Supervisor, Microsoft Centre of Excellence, and managed by the Manager, Client Services, the Senior Consulting Analyst will be responsible for Microsoft 365 administration; providing End-user support and training for hardware and software and collaborating with the IT colleagues to ensure operational security, Maintenance and Governance.
The Senior Consulting Analyst installs and configures hardware and software, evaluates and installs new software packages, receives and acts upon service request calls made through the ITS Service Desk, and provides support for campus network systems.
Qualifications:
The incumbent must possess the following qualifications:

• Experience with, and a thorough knowledge of, current and emerging Information technology.

o Cloud applications and services such as O365, Azure, AWS, word processing, spreadsheets, database, statistical programs, communications, and diagnostic/analysis software.
o Hardware matters, such as the diagnosis of hardware failures, and the installation, configuration support and maintenance of mobile devices.

• Ability to understand our customers goals and challenges, then explain, demonstrate and teach IT tools and services to non-technical people and to help solve their problems.
• Demonstrated superior ability to communicate effectively and maintain good working relationships with professional colleagues, clients, departments, and administrators is, in this setting, essential.
• Able to plan, develop and conduct training courses to clients at various levels.
• Excellent knowledge of computer hardware and software technology.
• Sufficient relevant experience to be able to identify common problems and be familiar with a wide variety of IT solutions, cloud services and applications.
• Superior customer service, interpersonal and communications skills.
• Ability to work well under pressure is a requirement of the position.

Education and Experience:
The above is normally acquired through the completion of:

• Three year post-secondary college program in a computer related field.
• Certification in, or knowledge of, ITIL Foundation principles is an asset.
• Seven years experience providing IT support in a customer facing role, preferably in an educational setting, including extensive consulting and some teaching activities.

HR Note:
Equivalencies will be considered. Applicants are encouraged to provide information which may demonstrate equivalent qualifications. Please note that applicants may be required to complete an employment test as part of the selection process for this position. Those applicants that are selected for an interview will be requested to contact the Human Resource Advisor assigned to this competition as soon as possible to discuss any accommodation requirements. Arrangements will be made to accommodate your request in a timely manner. Carleton University is strongly committed to fostering diversity within its community as a source of excellence, cultural enrichment, and social strength. We welcome those who would contribute to the further diversification of our University including, but not limited to: women; visible minorities; First Nations, Inuit and Metis peoples; persons with disabilities; and persons of any sexual orientation or gender identity and expressions.
Health and Safety Requirements
This position is regularly required to work on campus in person. In the event of a public health emergency or a health and safety issue, it is possible that you may be required to work temporarily remotely due to public health orders, directives and/or health and safety requirements. If this happens, you will work with your direct manager to set up a remote work environment including discussing appropriate technology and requirements. You are required to follow all University policies and directives, including to set up a safe and confidential workspace in a remote location and ensure all Carleton property (intellectual and other) is safeguarded. If required to work remotely, you will be notified by your manager when working full time physically onsite will resume.
You must before attempting to apply for any postion.
Please confirm that you have updated your candidate profile, if you are a returning applicant. Please note your profile includes important screening information.

Skills Required