Application Support Analyst - Jobs in Edmonton, AB

Job Description

Job InformationJob Requisition ID: 11731Ministry: Service AlbertaLocation: EdmontonFull or Part-Time: Full TimeHours of Work: 36.25 hours per weekRegular/Temporary: PermanentScope: OpenClosing Date: May 18, 2021Classification: Administrative Support 6About UsEvery Service Albertan strives to enable the success of our Ministry partners and Albertans through providing exceptional client focused services that meet and exceed our clients’ expectations. We are looking for collaborative, agile, solutions focused individuals with strong communication skills and a strong service orientation. If that describes you, please read on!RoleReporting to the Manager, Help Desk, the Application Support Analyst is responsible for providing application Help Desk support and services to both external stakeholders and internal stakeholders. As a senior member of the team, the Application Support Analyst will handle very complex situations and when necessary provide support to Help Desk Advisors.This role is responsible for:

• Supporting learners by providing ongoing maintenance of student information within the Advanced Education databases
• Works within a shared services environment to provide Help Desk services to schools, authorities, students, apprentices, other government departments and the general public
• Utilizes Help Desk software to log all incoming calls into the appropriate categories, retrieve the correct response, and forward pending inquiries to the next level of expert support
• Ensures all Help Desk related policy, process and procedures are followed to track and monitor all incoming calls.
• Improves operations efficiency and effectiveness by identifying and recommending changes and enhancements
• Contact ministry resources to resolve problems and investigate alternatives for resolution, and recommends solutions for implementing business process and systems changes.
• Cross train within Help Desk environment as required
• Maintain student information within the Advanced Education databases ( Learner Registry)
• Reconcile duplicate student information records
• Reconcile post-secondary rejects

This role will also be responsible for training and administrative services activities such as:

• Supporting GOA annual audits by ensuing security protocols are followed and appropriately file access requests/ IT access requests within Documentum
• Following defined IT access requests processes and using the PED user databases, applies appropriate profiles to restrict access to identified services
• Distributes documents and communications electronically
• Performs user acceptance testing for various applications help desk supports
• Creates new and reviews existing help desk documentation that will be used as support materials.

The Application Analyst is expected to remain informed of business, technical and political conditions in all areas affecting Help Desk services, and appraises the operational implication of such conditions upon the organization.Applicable legislation, policies, procedures and guidelines may not be as clearly defined in some cases. The position must exercise judgment in interpreting the regulation in order to access information and determine appropriate courses of action.QualificationsBusiness Diploma/Computer Information Technology diploma or related education and 4 years directly related experience working in a help desk environment providing support to internal and external stakeholders is required.Required:Experience in a customer service environmentExperience with the Microsoft Office suite of softwareExperience in a data processing environment using computersExperience in providing direction and leadership in a help desk environmentAssets:Working with Student informationExperience with editing and reconciliation of student informationEquivalencies will be considered on the basis of one year experience for one year of education or one year of education for one year of experience.APS CompetenciesCompetencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.The link below will assist you with understanding competencies:Agility: you will need to provide results in a complex, diverse and changing environment.Drive for Results: you will work with your team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department.Develop Self and Others: you will drive by example a team culture that is focused on continuous learning and growth and encourage self-development through experience sharing.Build Collaborative Environments: liaises with the business unit, client ministries and contracted services ensuring business goals and client requirements are fulfilled.Develop Networks: you will seek out input from a wide range of internal and external stakeholders to solve complex problems and provide the best solutions.Systems Thinking: you will consider the whole system when developing, evaluating and implementing process and technology change.Salary$2,017.62 to $2,480.72 bi-weekly ($52,659.88 to $64,746.79 per annum)NotesThis position is located out of the Park Plaza Building, 10611 98 Ave, Edmonton, AlbertaWhat we offer:

• Comprehensive benefits plan
• Pension plan:
• Leadership and mentorship programs
• Professional learning and development
• Positive workplace culture and work-life balance

How To ApplyIf you are not currently an employee with the Government of Alberta, the first step in applying for a job is creating your candidate profile within our online application system,Existing employees should access the Career tile in 1GX to submit their application in order to be recognized as an internal applicant.Once you have created your candidate profile, visit the Alberta Public Service job site to apply for jobs atTips for applicants:It is recommended that applicants who have obtained educational credentials from outside of Canada and have not had them previously assessed, obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS)Closing StatementThis competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.If you require any further information on this job posting or a copy of the role profile, please contact Liliane Karara at Liliane.Karara@gov.ab.ca.If this competition is closed as per the closing date noted above, please continue to check