Competition No. - S100346158
Posting Date - Sep 20, 2021
Closing Date - Sep 27, 2021
Position Type - Full Time - Operating Funded
Salary Range - $54,531 to $74,751 per year
Grade - 09
Hours - 35
This competition is an internal expression of interest opportunity as part of the Service Excellence Transformation initiative and is restricted to NASA salaried university employees (Regular and Auxiliary Salary) currently employed with the university or within a current notice period. Applicants must demonstrate that they have recent and relevant experience performing some or all of the duties sought through the advertisement they are expressing interest in. Please indicate your internal status using the "Advertisement" drop down menu when applying.
This competition will be used to hire 2 positions.
This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.
Reporting to the Identity and Application Support Team Lead, the Identity and Application Support Analyst will be responsible for providing comprehensive support for applications across the University. This will include administering institution-wide services such as Google Apps, campus computing identities, email, user productivity tools, and IST client support tools. The Identity and Application Support Analyst will provide support to either end-users or to other IT staff at a tier-2 level. The successful candidate can look forward to an energetic team environment that is committed to personal and professional growth.
Receives, logs and prioritizes requests for support from service desks and other service delivery staff and/or users
Troubleshoots and performs Root Cause Analysis of complex application-related end-user issues
Documents interactions and resolutions in a centrally managed ticketing and knowledge base system
Creates and maintains technical documentation, training material, and support literature
Presents complex technical information to both technical and non-technical audiences
Design, document, and execute test cases and test scripts under own direction and records and reports results
Uses discretion in identifying and resolving complex problems and assignments
Provides advice and guidance to colleagues where required
Trains account administrators and provide subsequent consultation and escalation resolution on user account issues
Compiles and tracks user data-sharing agreements to grant access to confidential university data based on established policies and procedures
Serves as the University of Alberta Postmaster providing support to internal and external stakeholders in the matter of email delays, delivery, blacklisting, troubleshooting and any other email-related matter
Monitors, reports and resolves issues with mission-critical systems that control email delivery, financial transactions and payment systems, among others
Provides institution-wide tier-2 support for UAlberta Google Apps
Liaises with systems developers or third-party software vendors, on the development of system enhancements to overcome known problems or further fulfill user requirements
Administers a centrally managed remote support solution used by IT staff within the institution.
Provides recommendations for improvement of internal processes and systems
Administers all UAlberta Google Groups and mailing lists used by the institution
Administers all user accounts for the institution
Provides support for mobile computing devices
Serves as acting team lead as required
Performs other related duties as required
Minimum post-secondary technical diploma in a computer or technology-related field
2 or more years of experience in a similar, client-facing role; prior experience with supporting mobile devices
Experience with ITIL and IT Service Management is an asset
Experience with ticketing systems is an asset
Experience in supporting cloud-based applications is a strong asset
Familiarity with administering Google Apps is an asset
Programming skills and knowledge of BeanShell (Java) and Python programming languages would be an asset
Passionate about customer service and a commitment to exceeding customer expectations
Ability to maintain composure and customer focus while troubleshooting and solving technical issues
Ability to present technical issues, processes and solutions both orally and in writing, to both technical and non-technical audiences
Ability to take responsibility for quality and timeliness of own work
Awareness of the role of software testing in the development lifecycle
Familiarity with the concepts and practices required to implement effective IT solutions
Possess analytical and systematic approaches to problem-solving
A positive attitude with a relentless inclination towards creative thinking and willingness to learn new technologies
A strong background in supporting/administering Windows/Mac environment
Familiarity with Unix/Command line administration is an asset
How to Apply
Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.
We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.
The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.