Application Support Specialist - Jobs in Saskatoon, SK

Job Description

Primary Purpose: To ensure the smooth running and operation of a portfolio of applications in support of the college and the university mission and core values. The primary scope of this position in on support of the applications used by the college including but not limited to as curriculum management systems (i.e. One45), computer based exams and invigilation (i.e. Examsoft), learning management systems (i.e. Canvas), etc. This will be achieved by providing front‐line applications support to a broad range of stakeholders including students, faculty and staff. This position will manage user accounts (creation, modification, and clean‐up), investigate and troubleshoot user issues pertaining to the college applications, escalates problems, and collaborate with other support specialists, business analysts and others to develop solutions for complex technical issues. The incumbent will develop and document best practices and analyze bridge solutions for more permanent solutions to increase efficiency and end‐user satisfaction.Nature of Work: The Application Support Specialist works collaboratively with diverse groups of stakeholders across the college, ICT and the university. Some engagements may include partners from Saskatchewan Health Authority and other organizations.This position involves extensive computer use and is embedded in a team environment. Some scheduled work may involve evening and/or weekends. This position functions within a fast‐paced environment with competing demands that require initiative, time management, problem solving and the ability to work under pressure with minimal supervision. The candidate will provide training to individuals, small and large groups as needed. The candidate must assess the learning needs through discussion and observation and customize training to suit the needs of the learners.The University of Saskatchewan values diversity and Indigenous engagement is a strategic priority. In support of this priority, this position will actively engage in learning to develop an understanding of diverse perspectives and how to incorporate equity, diversity and inclusion into their work.Accountabilities:Support a portfolio of applications by analyzing, troubleshooting and resolving user issuesEnsuring a high level of customer serviceUnderstand the user(s), their role(s), general capabilities and limitations and work to develop proactive measures to resolve issues such as training and handbooksEnsure all work is completed with a process improvement mindset and adherence to the university policies, procedures and standardsEnsure service level commitments are met and maintainedAs a member of the team, actively contribute, share and document findings and experiences with team membersMaintain proficiency and technical expertisePerform seasonal maintenance of systems including user accounts (creation, modification) and course builds, data uploads, reports and other function as necessaryDocument client requests, solutions, best practices and procedures to evaluate and analyze for trends and proactive ways to prevent future incidentsContribute to the development and maintenance of standards, proceduresReport on progress, status of issues and ongoing problems and projectsLiaise with the vendor and ICT to resolve complex problemsContribute to and maintain self-service programs which include lessons learned, help systems and knowledge‐bases to allow users to resolve their own issuesAdditional projects as assigned and requiredQualifications:Education:A post-secondary degree specializing in information technology, educational technology or equivalent training and experience.Experience:Two or more years of direct experience as an IT support to clients within a University or corporate Support Services/Service Desk setting is preferred. Extensive experience in supporting and troubleshooting issues under Windows OS, Macintosh OSX, and/or Unix/Linux and using various browsers. Preference will be given to those with University of Saskatchewan information technology support experience and knowledge or experience using ITIL in a support environment. Previous experience with curriculum and other academic applications would be considered an asset.Skills: Excellent customer service skills coupled with demonstrated written and verbal communication skills; proven ability to analyze and troubleshoot IT problems; ability to accurately convey technical information to non‐technical clients; technical aptitude for acquiring new knowledge and developing skills to support an ever‐evolving suite of tools and services; and the ability to calmly and efficiently address client technical difficulties. Ability to research a wide range of IT incidents and requests as required. Keen attention to detail.Department: ICT Academic TechnologyStatus: Term 24 months with the possibility of extension or becoming permanentEmployment Group: ASPAFull Time Equivalent (FTE): 1.0Salary: The salary range, based on 1.0 FTE, is $49,301.00 - 77,033.00 per annum. The starting salary will be commensurate with education and experience.Salary Family (if applicable): Information TechnologySalary Phase/Band: Phase 1Posted Date: 9/8/2021Closing Date: 3 Weeks. 9/29/2021Number of Openings: 1The successful applicant will be required to provide the following current verification(s) where Yes is indicated below. Further information is available at: https://careers.usask.ca/tips-for-applying.phpCriminal Record Check: Not ApplicableDrivers License and Abstract Check: Not ApplicableEducation/Credential Verification: Not ApplicableVulnerable Sector Check: Not ApplicableThe University believes equity, diversity, and inclusion strengthen the community and enhance excellence, innovation and creativity. We are dedicated to recruiting individuals who will enrich our work and learning environments. All qualified candidates are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadian citizens and permanent residents will be given priority. We are committed to providing accommodations to those with a disability or medical necessity. If you require an accommodation in order to participate in the recruitment process, please notify us and we will work together on the accommodation request. The University of Saskatchewan’s main campus is situated on Treaty 6 Territory and the Homeland of the Métis. We pay our respects to the First Nations and Métis ancestors of this place and reaffirm our relationship with one another. Together, we are uplifting Indigenization to a place of prominence at the University of Saskatchewan.Quick Apply

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