Identity and Application Support Analyst 3

Reporting to the Identity and Application Support Team Lead, the Identity and Application Support Analyst 3 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 3 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.

 Duties

• Receives, logs and prioritizes requests for support from help desk, other service delivery staff and/or users
• Troubleshoots and performs Root Cause Analysis of complex application-related end user issues
• Documents all end-user resolutions in a centrally managed ticketing and knowledge base system
• Creates and maintains technical documentation and support literature
• Presents complex technical information to both technical and non-technical audiences
• Designs 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 provides 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 policies and procedures set forth by the Vice-Provost & Associate Vice-President (Information Technology)
• 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, physical mail shipping and delivery, financial transactions and payment systems among others
• Provides institution wide tier-2 support for Google Apps
• Liaises with systems development staff 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 Apple iOS, Android and BlackBerry
• Serves as acting team lead in his/her absence, as required
• Performs other related duties as required

 
Qualifications

• 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 .NET Framework and Ruby would be an asset
• Passionate about customer service and a commitment to exceed 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 approach 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