Application Support Analyst - Jobs in Edmonton, AB

Job Description

Job InformationJob Requisition ID: 21234Ministry: Service AlbertaLocation: EdmontonFull or Part-Time: Full TimeHours of Work: 36.25 hours per weekRegular/Temporary: RegularScope: Open CompetitionClosing Date: December 27, 2021Classification: Subsidiary 01B 3625 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 2 years of customer service experience is required. See below for equivalencies.Experience in providing direction and leadership is required.The following are considered assets:

• Working with Student information
• Experience with editing and reconciliation of student information

Equivalencies 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:Systems Thinking: you will consider how work completed can impact a variety of other groups/projects inside and outside the Alberta Public Service.Creative Problem Solving: you will assess options and implications in new ways to achieve outcomes and solutions.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 Networks: you will proactively build networks, connect and build trust in relationships with different stakeholders.Build Collaborative Environments: you will lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.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.Salary$2,017.62 - $2,480.72 bi-weekly ($52,659 - $64,746 / year)NotesThis position is located out of the Park Plaza Building, 10611 98 Ave, Edmonton, AlbertaWhat we offer:

• Working for the Alberta Public Service –
• Public Service Pension Plan (PSPP) –
• 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 atApplicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience and relevant examples of required competencies.Resources 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 StatementThe Government of Alberta is implementing a proof of COVID 19 vaccination policy for all Alberta Public Service employees, to improve the health and safety of Alberta Public Service employees and Albertans we serve.Any candidates in the process for applying for employment with the Government of Alberta, must be able to comply with one of the following:

• Proof of COVID 19 vaccination;
• If you are a successful candidate and have not provided proof of COVID 19 vaccination, you may select to produce a negative PCR (molecular polymerase chain reaction) or rapid test result, date-stamped within 72 hours of every scheduled work day/shift, on an ongoing basis starting on December 14, 2021. These tests will be paid for by the employee;
• Candidates and employees who are unable to get vaccinated based on a protected ground under the Alberta Human Rights Act may request approval for an exemption and accommodation.

This 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, and/or require a disability related accommodation during the recruitment process, 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 checkQuick Apply

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