Mandatory Hybrid work model -three days in the office
Must Haves:
- Hands on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets
- Strong working knowledge of SharePoint site administration, including: Permissions and access management (users, groups, inheritance), Site configuration, document libraries, and content structures, and Support of collaboration and document management features
- Experience supporting SharePoint migrations, deployments, or organization wide implementations, including post deployment stabilization and issue remediation
- Proven experience performing incident triage, analysis, and resolution in a production environment
Description
Qualifications
University or Community College diploma/degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience
A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
Demonstrated experience supporting Microsoft 365 and SharePoint Online, including user support, configuration, and issue resolution
Proven experience performing incident triage, analysis, and resolution in a production environment
Hands-on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets
Strong working knowledge of SharePoint site administration, including: Permissions and access management (users, groups, inheritance); Site configuration, document libraries, and content structures; Support of collaboration and document management features
Experience supporting SharePoint migrations, deployments, or organization wide implementations, including post deployment stabilization and issue remediation
Ability to perform root cause analysis and coordinate issue escalation with technical teams
Strong experience providing frontline user support and working directly with business clients
Ability to clearly communicate technical issues and resolutions to nontechnical users
Demonstrated focus on client satisfaction, service quality, and continuous improvement
Experience developing and maintaining support documentation, procedures, and knowledge base articles
Excellent written and verbal communication skills
Strong organizational skills with the ability to manage multiple priorities in a fastpaced support environment
Ability to work independently as well as collaboratively within a crossfunctional team
The candidate must demonstrate the following qualifications and experience:
Education and Experience
University or Community College diploma/degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience
A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
Demonstrated experience supporting Microsoft 365 and SharePoint Online, including user support, configuration, and issue resolution
Technical and Functional Skills
Proven experience performing incident triage, analysis, and resolution in a production environment
Hands on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets
Strong working knowledge of SharePoint site administration, including:
o Permissions and access management (users, groups, inheritance)
o Site configuration, document libraries, and content structures
o Support of collaboration and document management features
Experience supporting SharePoint migrations, deployments, or organization wide implementations, including post deployment stabilization and issue remediation
Ability to perform root cause analysis and coordinate issue escalation with technical teams
Support and Client Engagement
Strong experience providing front line user support and working directly with business clients
Ability to clearly communicate technical issues and resolutions to non technical users
Demonstrated focus on client satisfaction, service quality, and continuous improvement
Experience developing and maintaining support documentation, procedures, and knowledge base articles
Professional Skills
Excellent written and verbal communication skills
Strong organizational skills with the ability to manage multiple priorities in a fast paced support environment
Ability to work independently as well as collaboratively within a cross functional team
Deliverables
The Application Support Specialist will deliver the following:
Effective triage, resolution, and closure of SharePoint incidents and service requests in accordance with service level expectations
Accurate and complete ServiceNow ticket documentation, including issue analysis, resolution actions, and client communication
Ongoing SharePoint administration support, including permissions management, site configuration, and user access assistance
Implementation and rollout support, including user onboarding, post migration issue resolution, and stabilization activities
Maintained support documentation and knowledge base articles to support consistent service delivery
Identification of recurring issues and trends, with recommendations for service improvements
Periodic support metrics and status reporting, as required by the City
