Job Description

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.