While this position welcomes applications from the public, please note that preference will be given to current employees at the University of Alberta. Please indicate your internal status using the "Advertisement" drop down menu when applying.

This position is a part of the Non-Academic Staff Association (NASA).

This position has a term length of one year plus a day and offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Temporary transfers and promotions will be considered.

Location - North Campus Edmonton. This role is hybrid with a mix of remote and in-person

Working at the University

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University is home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and has been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Position Summary

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.

Duties

• 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

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 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