Job Description

SENIOR APPLICATION HELP DESK ANALYST Requisition #: R23-2792 Location: Remote (from anywhere within Canada) Engagement Type: Contract Number of Resources required: 1 Rate (CAD): Up to $50 per hour / Based on related experience Term: 24 months (July 4, 2023 to June 30, 2025) with 6 month extension Hours per day: 7.25 Security Clearance: Criminal Record Check (Level 1) Submit to Tri-global: June 7, 2023 (on or before 12:00 PM Mountain Time) Closing Date: June 8, 2023 (10:00 AM Mountain Time) ------------------------------------------------------------------------ Tri-global Solutions Group Inc. is seeking one (1) Senior Application Help Desk Analyst to join our talented Service Delivery team at Ministry of Advanced Education (Government of Alberta) to provide front line support primarily to members of the public and post-secondary institutions who require assistance with ApplyAlberta. The successful contractor(s) have an anticipated July 4, 2023 start date for an initial 24-month contract (ending June 30, 2025) with 6-month extension available (total contract term up to 30-months). NOTES ON LOCATION: The successful candidate will work remotely, though must be available for onsite meetings when required in Edmonton, AB. Work must be done from within Canada, due to network and data security policies. Standard Hours of work are 08:15 - 16:30 Alberta time. Please review the project overview and requirements below. If you meet the requirements and are interested in submitting for this role, please reply to this job posting. If you know other consultants who may be interested in this opportunity kindly share this job posting. Thank you. Tri-global Solutions Group Inc. ------------------------------------------------------------------------ PROJECT OVERVIEW The Application Help Desk Analyst role will provide front line support primarily to members of the public and post-secondary institutions who require assistance with ApplyAlberta. ApplyAlberta, Alberta Post-Secondary Application System (APAS) is an online application and transcript transfer system that anyone can use to apply to undergraduate programs at one or more of Alberta\'s post-secondary institutions. ADDITIONAL DELIVERY DETAILS The successful contractor will be responsible for delivering the following services:

• The Application Help Desk Analyst provides application support to stakeholders.
• May be responsible and accountable for resolving data discrepancies related to student data within Stakeholder Registry (SHR).
• Utilizes Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and if required, forwards pending inquiries to the next level of expert support.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Ensures all Help Desk related policy, process and procedures are followed to track and monitor all incoming calls.
• Improves operations efficiency and effectiveness by identifying and recommending changes and enhancements.
• Contact ministry resources to resolve problems and investigate alternatives for resolution, and recommends solutions for implementing business process and systems changes.
• May co-ordinate Help Desk related activities that require communications to the external stakeholders with business areas
• Cross trains within Help Desk environment as required.

DESCRIPTION OF SERVICES Help Desk Analyst works directly with end users to troubleshoot technical issues.

• Receive and respond to inquiries related to applications supported by the Help Desk.
• 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.
• Monitor trends in client inquiries that point to the need for further training within the client community; assist in the revision of related training material, and participate in training.
• Maintain a repository of known problems/issues and related resolution/\xe2\x80\x99work around\xe2\x80\x99; and a repository of best practices, for each application.
• 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.
• Coordinate Help Desk related activities that require communications to the external stakeholders with business areas (within ministry and other government departments). Ensure these communications are relayed to internal staff as well.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Recording and classifying calls/inquiries in the Help Desk software application.
• 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.
• Collection and editing/validating/converting data.
• Identification of future training needs.
• Regular status reports of all reported issues.

MANDATORY REQUIREMENTS - Proposed resource must meet or exceed one of the following: (5+ years) - University degree in Information Technology (IT), Business Management or related discipline & 1-yr Application Help Desk (HD) experience; - 2-yr diploma in IT, Business Management or related discipline & 3-yr HD experience; - 1-yr certificate in IT, Business Management or related discipline & 4-yr HD experience; - 5yrs of experience working within a Help Desk - Experience supporting and collaborating directly with stakeholders, external (public users) and internal business areas. Ability to co-ordinate and communicate necessary information well to all clients (4+ years) - Experience with supporting multiple web-based applications simultaneously (4+ years) - Experience as an Application Help Desk analyst working directly with stakeholders external to the organization. Indicate functions, e.g. assistance troubleshooting, customer service, application support, training and application support (4+ years) - Experience working with Microsoft Office suite of tools (4+ years) - Experience in utilization of any of the following Help Desk software or equivalent: (4+ years)

• BMC Remedy
• Cherwell
• MS Team Foundation Server
• Rational ClearQuest
• HEAT

- Experience in user identity verification processes, and maintaining users IDs, passwords, and accounts\xe2\x80\x99 permission levels for business applications (4+ years) - Proposed resource must work from within Canada, due to network and data security policies. Standard Hours of work are 08:15 - 16:30 Alberta time DESIRABLE REQUIREMENTS - 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 (1+ years) - Experience in planning/performing/monitoring User Acceptance testing (1+ years) - 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) - Experience in supporting post-secondary education systems and/or systems that support post-secondary education (1+ years) - Experience developing, reviewing, and delivering user manuals and training materials (1+ years) - Experience documenting user requirements, business processes, and workflows (1+ years) - Experience working with MS SharePoint sites (1+ years) WHY WORK WITH TRI-GLOBAL? This role allows you to grow your professional work experience and skills in a dynamic environment. Tri-global is committed to creating a diverse environment and is proud to be an equal opportunity employer. Job Type: Full-time Salary: Up to $50.00 per hour Benefits:

• Work from home

Flexible Language Requirement:

• French not required

Schedule:

• Monday to Friday

Education:

• Bachelor\'s Degree (preferred)

Experience:

• supporting multiple web based applications at once: 4 years (required)
• Help Desk software (i.e., Remedy, Cherwell, TFS, etc.): 4 years (required)
• user identity verification process: 4 years (required)
• plan/perform/monitor UAT: 4 years (preferred)
• end user system support including data collection: 4 years (preferred)
• supporting post-secondary education systems: 4 years (preferred)
• develop, review, and deliver user manuals: 4 years (preferred)
• document user requirements, processes, etc.: 4 years (preferred)
• working with SharePoint sites: 2 years (preferred)
• Application Help Desk Analyst support: 6 years (required)

Work Location: Remote Expected start date: 2023-07-04