Analyst, Application Support

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Job Type : Employee

Employee

Duration in Months (for fixed-term jobs) :

Job Family : IT Support

IT Support

of Open Positions :

Faculty / Service - Department :

IT Application Support

Campus : Roger Guindon Hall

Roger Guindon Hall

Union Affiliation : UOITP

UOITP

Date Posted : May 30, 2024

May 30, 2024

Closing Date : June 10, 2024

June 10, 2024

Note : Applications will be accepted until 11 : 59 PM on the day prior to the Posting End Date above

Hours per week : Salary Grade :

Salary Grade : UOITP Grade 09

UOITP Grade 09

Salary Range :

$71,990.00 - $89,506.00About the Faculty of Medicine

Welcome to the University of Ottawa Faculty of Medicine, the first and largest bilingual medical faculty in Canada. Our learners have access to state-of-the art facilities and specialized institutions as they learn alongside world-class physicians and scientists.

Consistently ranked among the top 10 medical schools in Canada, our faculty is among the top faculties of medicine in the world for research impact in biomedical and health sciences.

Position Purpose

Reporting to the Senior Analyst, Application Support, this position is the technical resource specialist and problem management expert on faculty specific applications.

This role regularly interacts with clients to manage all application problems, fulfilling service requests and answering queries or anything that is needed to allow the users from the Undergraduate and Postgraduate medical programs to properly interact with faculty applications.

The incumbent provides high-level support and ensures that documentation, guidelines, information, user guides, training, frequently asked questions, and knowledge bases are in place to support the users.

This position is key in ensuring that the Undergraduate and Postgraduate medical programs meet their accreditation requirements.

In this role your responsibilities will be :

Technical Expertise : Provides troubleshooting, expertise, advice and high-level support on the usage of the Faculty applications to students, faculty and administrative users, program administrators, attending clinicians / supervisors and professors.

Suggests best practices and methodologies in the use of said system. Acts as the primary contact for all issues that cannot be handled via the first level support and investigate problem areas, recommends and implements solutions.

Provides recommendations, solutions and approaches to fix systems and operational problems. Escalates more complex issues to the Senior Analyst for analysis and next steps.

Expert Advice : Supports the Senior Analyst in the development of expert advice to various users on matters associated to business process, technology recommendations and implementation strategies to ensure a standardized approach that align all initiatives related to solutions with the Faculty vision, direction and the Undergraduate and Postgraduate programs accreditation requirements.

Participates in process improvement initiatives to foster creativity and innovation.

Access Management : Manages permissions and accounts for Faculty users. Provides second level support for login issues and coordinates efforts with the help line support specialist to improve connectivity for users.

Imports new users list to the system on a weekly basis and manage the creation of these new accounts. Maps and links accounts to the identity management system (Active Directory).

Client Communication : Establishes and maintains regular communication with clients; keeps users informed of progress on their incidents / service requests, and notifies them of impending changes or scheduled outages.

Closes all resolved incidents, requests and other calls. Conducts customer / user satisfaction call-back / surveys when required.

Communicates service level agreement to users to ensure a common understanding and to manage client expectations.

Professional Training : Supports the Senior Analyst in the development and design of custom training, workshops, presentations and informational material for users.

Provides ongoing training and assistance to users to ensure that everyone uses our administrative systems appropriately.

Provides expert advice on the capabilities of the systems or applications when responding to incident tickets.

Documentation : Supports the Senior Analyst in the development and maintenance of documentation, information, user guides, policies, frequently asked questions and knowledge base for the user community of the Faculty.

Develops and document results of test scenarios at the request of the Senior Analyst to validate options and to establish best practices.

Prepares various reports and instructional manuals.

Incident Management : Monitors the incidents related to the applications and makes recommendations for improvement to the Senior Analyst.

Triages and maintains the incidents information in the tickets management system and makes sure that users and stakeholders are kept informed.

Liaises and interacts with the experts to find suitable solutions that answers users needs and problems.

Application Assessments : Reviews existing system capabilities and workflow and support the Senior Analyst in recommending changes or upgrades are required in order to increase business efficiency.

Works with the Senior Analyst to implement new functionality to their systems to response to changing needs and requirements of our Faculty.

Forms Management : Builds and edits various forms used for evaluating learners, faculty courses, competencies, including logging procedures, logging assessments, recording milestones, etc.

Performs minor modifications and enhancements to existing forms and assures standardization and uniformity throughout most forms.

Monitors the various activities of the departments in using faculty applications and brings assistance to those who need it.

What you will bring :

Essential Qualifications

University degree in either : Business Administration, Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.

Minimum three years of experience supporting enterprise applications.

Other Skills and Competencies

• Knowledge and experience in the use of evaluation and scheduling application is an asset, but not mandatory;
• Knowledge of University and Faculty structures and regulations;
• Experience in customer service and in teaching technology : advanced interpersonal skills to act as a resource person, to evaluate customer needs, communicate technical concepts in a non-technical manner and to effectively correspond with clients, vendors and technical resources in both official languages;
• Experience preparing, developing and delivering group and individual training session and material;
• Excellent analytical skills and ability to prioritize his / her work and to ensure its quality;
• Experience in using computer systems and software such as Microsoft Office Suite and Web Applications;
• Initiative, responsibility, autonomy and good judgment in providing accurate services under time constraints and client restrictions imposed by the unique context of the practitioner / professor of the Faculty of Medicine;
• Ability to work in a team, foster positive relationships, and manage and resolve conflict;

Bilingualism (French and English) spoken and written.

LIhybrid

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 Covid-19 Vaccination.

This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.