Application Support Technical Analyst Jobs in City of Ottawa, Ontario

5 - 7 years of hands-on technical knowledge of laptop and desktop design and software

· Relies on limited experience and judgment to plan and accomplish goals.

· Possess 1 to 2 years’ experience in a break/fix environment.

· Strong verbal and written communication skills.

Location: Ottawa, Ontario CAN K1A 0P8

Duration: 12 Months (With possible extension no guarantee)

Adheres to defined Bayshore IT Service Management processes – change, incident, knowledge, problem, request, and service level management.

Active Directory Knowledge, structure, and management of user accounts throughout employee’s lifecycle.

Experience with ticket management tools such as Remedy, Service Now etc.

Additional duties as assigned by Manager, IT Branch experience in partnership with Area Directors.

Knowledge and experience working with Citrix to assist and support Citrix users.

Manager, IT Branch Support & Experience

Escalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps

Applies knowledge of CDK case resolution process, policies, and escalation methodology

3-4 years of user support or implementation experience within a technical support organization or field service organization

Experience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred

Excellent customer service skills via phone and in person

Experience with Voice/IP, PBX, or other telephony system

Working knowledge and experience in Linux or Unix environment a plus

Performs translation of online communication to/from customers using our Machine Translation Tool and manage day-to-day case management translation tasks

Bachelor's/College Degree in Computer Science/Information Technology or equivalent, 0-2 Years of Experience

Experience working with Single Sign-On, Backbone.js, JQuery and/or Bootstrap is a plus

Working knowledge on Java, C#, .NET, PHP or other programming language would be beneficial

Experience interacting with customers in person or over the phone is preferred

Create and manage PC images

Remote systems upgrades and install (at Country offices)

Active Directory Group Policy Administration experience an asset

Experience using system recovery imaging software an asset

Network administration experience an asset

Advanced problem solving and customer support skills

Knowledge/ experience of problem Management Tools.

Assess risk and impact of production issues and escalate to business and technology management in a timely manner.

Manages, maintains and supports applications and their operating environments, focusing on stability, quality and functionality against service level expectations.

Partners with appropriate development and production support areas to prioritize bug fixes and support tooling requirements.

Considers implications of the application of technology to the current environment. Identifies risks, vulnerabilities and security issues; communicates impact.

Exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.

Knowledge/experience of Change/Incident/Problem Management Tools.

Assess risk and impact of production issues, escalating to the business and technology management in a timely and appropriate manner

About the Team: ICG Production Management

Partner with appropriate development and production support areas and teams to prioritize bug fixes and support tooling requirements

Basic knowledge or interest about apps support procedures, concepts and of other technical areas.

Basic Business knowledge/ understanding of financial markets and products.

2 plus years of development experience.

Strong Analysis and problem finding skills.

IT Standards, Methodologies, SDLC, SLA, audit requirements.

Front end experience with Angular and WPF preferably.

Strong knowledge of Relational Databases.

Experience with MS SQL Server or Azure SQL.

Knowledge/ experience of problem Management Tools.

5+ years experience in an Application Support role.

Experience installing, configuring or supporting business applications.

Experience with some relevant technologies ie Python, Shell, Linux, SQL, ECS are good to have along with willingness/ability to learn.

Advanced execution capabilities and ability to adjust quickly to changes and re-prioritization

Consistently demonstrates clear and concise written and verbal communication skills

Mobile Device Management / Mobile Device Gateway

Understand business requirements, constraints, and dependencies to arrive at solutions

University or College degree in computer science/engineering, or equivalent work experience

Prior experience working with application production support

Ability to manage in an environment of change and ambiguity

Collaborative team players with superior influencing skills

Solid working knowledge of Window’s environments, IIS, and experience with web-based applications

Working knowledge of Microsoft Office applications (word, excel, power point, outlook)

Strong Research and troubleshooting skills are required

Supply Chain knowledge is considered an asset

Working knowledge of relational database and query writing consider a valuable asset

Experience in a customer-facing technical support position considered a valuable asset

Experience with some combination of the following: business process analysis and documentation, software requirements gathering, and Software QAz

Strong communication skills with the ability to work collaboratively, professionally and effectively in a team- oriented environment

Knowledge of InDesign, SQL, CRM Dynamics and MFDA/IIROC Industry knowledge

Demonstrated experience in adding operational efficiencies at the process and systems level

Experience with Dataphile and Openview an asset

Managing Broadridge deployments into pre-production environment and coordinating testing by the business;

Mobile Device Management / Mobile Device Gateway

Understand business requirements, constraints, and dependencies to arrive at solutions

University or College degree in computer science/engineering, or equivalent work experience

Prior experience working with application production support

Ability to manage in an environment of change and ambiguity

Collaborative team players with superior influencing skills

· Ensure all cabling is firmly connected and secured with appropriate cable management

Onsite NO ability to work from home PM role

· Must have PC and Tablet skills

· Relies on limited experience and judgment to plan and accomplish goals.

Possess 1 to 2 years experience in a break/fix environment.

· Strong verbal and written communication skills.

Strong organizational, time management, and communication skills

Assisting with management of user accounts and subscriptions for licensed software.

Assisting in basic connectivity, and network and firewall management (Fortinet, Cisco), monitoring and troubleshooting.

Post-secondary education in related field and 2 years previous IT-related experience

Thorough MacOS, Windows and iOS knowledge

Mac desktop application knowledge (Microsoft Office, Adobe, etc.)

This education equivalency is in addition to the experiential requirements outlined below.

Experience in an educational environment is preferred.

This is a Full-time Temporary Contract to November 15, 2024.

To be considered for this opportunity, you will bring the following:

Time Management: Effective time management skills to handle multiple cases while ensuring a timely and thorough resolution for each customer.

Remote Collaboration: Strong skills in remote communication and teamwork, ensuring smooth interaction with both customers and colleagues.

Ticket Management: Accurately document customer interactions, troubleshooting steps, and solutions in our ticketing system to maintain a comprehensive support history.

Problem-Solving Skills: A strategic thinker who can analyze issues, identify patterns, and offer innovative solutions.

Customer-Centric Mindset: A dedication to delivering top-notch customer experiences with patience, empathy, and clear communication.

Technical Troubleshooting: Provide remote technical assistance to customers, diagnosing and resolving software, hardware, and connectivity issues with precision and clarity.

Experience using Microsoft Endpoint Configuration Management is an asset

Occupational Experience & Education Requirements

Experience / certification in Mac OS and iOS support

Provide remote technical support using remote control tools

Post secondary education in a related technical field

3+ years of technical support experience

Excellent communication skills, interacting with business users, IT and senior management

Apply the obsolescence management plan guidelines

Ensure the consistency of the go-live version (up-to-date documentation, configuration management set up, all the tests performed, risks identified and controlled)

Apply the guidelines of the obsolescence management plan and guarantee that all the components are supported by the service providers

Proficient in the main challenges related to Data and its management

Manage upgrades for applications in their scope

Premium defined benefit pension plan

Investigates and makes recommendations to the manager on high priority issues having an impact on patient care.

Bachelor’s degree or Diploma in Health-related fields, Computer Science, or related discipline, or equivalent experience.

Knowledge of CHRIS or other Healthcare related applications.

Knowledge of Remedy or other ticketing software.

Strong problem solving and analytical skills to investigate and research issues and clearly communicate and share solutions.

Solid working knowledge of Window’s environments, IIS, and experience with web-based applications

Working knowledge of Microsoft Office applications (word, excel, power point, outlook)

Strong Research and troubleshooting skills are required

Supply Chain knowledge is considered an asset

Working knowledge of relational database and query writing consider a valuable asset

Experience in a customer-facing technical support position considered a valuable asset

5+ years experience in technical analyst support role, or similar.

Leadership experience such as Team Lead, Tech Lead, or similar.

Experience working on Tier 2 technology support.

Strong technical capabilities in Database administration.

For full details and a discreet conversation on this opportunity, contact Katie on [email protected]

Post-secondary education, IT technology diploma or relevant certification

ActiveSync, Mobile Device Management in IOS, Android and Windows Phone

Proficient and accurate data entry capabilities

Proven organizational, decision making, time management and collaboration expertise

Assist in supporting of Cardlock incident and service requests related to software, hardware and applications associated with Cardlock requirements.

Working knowledge of the environment not limited to:

Experience and understanding ofUtility Billing

Experience with large, complex and mission critical applications.

Experience in multiple programming languages including Java or .Net (e.g., C#) languages.

Experience with multiple toolsets for deployment, source control, and batch programming.

Actively take part in our capital projects:

Collaborate with business analysts, product owners and testers

• Be curious as the skill set and product knowledge will be ever evolving

• Demonstrate leadership abilities and collaborate effectively with various technology and product partners.

2) 1+ years’ experience as a Registered Representative (RR) or Investment Representative (IR)

3) 1+ years’ experience writing SQL queries

2) Experience as an Application Support Analyst within FI

4) ITIL certification an asset

Fully remote position, must work EDT / EST

MS Teams Application support Analyst - experience with deployment of MS Teams

Experienced in client facing, end user support role for Microsoft Teams

Additional knowledge of Microsoft 365 products SharePoint and OneDrive desirable

-Great communication, analytical and collaboration skills. Take the lead and have the ability to prioritize workload.

-Experience of the following (technical support):

Great communication, analytical and collaboration skills. Take the lead and have the ability to prioritize workload.

Experience of the following: Microsoft Teams, Microsoft SharePoint, Microsoft OneDrive

Experience with the deployment of Microsoft Teams desirable

Share your knowledge with teammates and guide them in the resolution of complex technical problems

This is a 6 months contract located in Toronto, ON/ WFH

Assist the Support team as a technical resource for global deployment of Microsoft Teams

Effective organizational and time management skills with the ability to work remotely with little supervision is essential

Strong knowledge and experience of SDLC, ITIL framework, ITSM processes

Perform change control, incident resolution, quality assurance and testing, knowledge base updates, and implementation of releases and updates to engineering systems

Software development/system configuration experience with a SQL Server database environment

Strong written and verbal communication and interpersonal skills to collaborate effectively as a member of a distributed team

Previous Agile and Product Ownership experience

Bachelor’s degree or equivalent combination of education and experience

Proven organizational skills with ability to effectively manage multiple projects

You have fantastic people skills; you’re able to listen thoroughly and understand issues quickly.

Assists customers seeking education and/or issue resolution while working with a variety of SPS Commerce products and services

Logs and tracks customer interactions using the designated customer resource manager (CRM)

1-3 years prior customer support experience or technical/help desk experience

Experience working with senior management and business users on day-to-day basis.

Familiarity with standard support processes such as incident and issue management

Hand-on and technical with SQL- SQL scripting / Oracle/Deep experience in working with multiple complex interface systems.

Strong experience in L2 support.

Excellent communication skills in fluent English.

6+ years of experience in on trading and commodity side

Knowledge of SCCM 2016 and current branch versions for client management, image management, imaging, application deployment, PXE boot, etc.

Management of regional branch IT assets and coordination of the asset refresh process.

Knowledge of Office 365 and Office Suite of products with a solid understanding of the deployment and support requirements

Understanding of change control and change management processes related to IT

Post-Secondary education in a related discipline and certification in Information Technology.

Minimum 2-3 years' experience in IT support in a medium to larger complex organization.