RQ08467 - Application Support Specialist - Senior

Description

Responsibilities:

Under the direction of the Senior Technical Manager and the Project Manager, this role will be part of the Education Capital Information System (ECIS) project team that will be asked, amongst other things, to ensure exceptional a customer first attitude throughout their day-to-day activities.

• Responsible for providing support to ECIS end users via email, support tickets and phone calls in both English and French
• Management and reporting of Help Desk tickets
• Escalating tier 2 and tier 3 support issues, and follow up as required
• Building and management of core help desk support knowledge base
• Prepare test materials, conduct QA and regression testing of defect fixes and change requests as required.
• Provide support to the business team by walking through delivered defects and change requests.
• Work within established configuration and change management policies to ensure awareness, approval and success of changes
• Collaborate with internal stakeholders to develop and maintain project documentation
• Directly supporting ECIS TRIRIGA team and building TRIRIGA application subject matter expertise

Desirable Skills:

• Experience with IBM TRIRIGA Applications and/or other related IWMS systems
• Direct technical COTS application customer support experience
• Familiarity with agile teams and methodologies and tools, including JIRA
• Ability to work independently and work across an integrated project team
• Ability to handle client relationships to manage expectations, provides updates as required, identifies potential conflicts between project and functional areas
• Ability to promote I&IT best practices and adherence to standard methodologies

SkillsExperience and Skill Set Requirements

BA/QA skills - 40%

• Demonstrates experience with the Software Development Life Cycle (SDLC);
• Demonstrates experience working with business/system requirements (e.g. providing inputs for changes to requirements, change requests, project artifacts, requirement gathering sessions)
• Demonstrates experience preparing and conducting functional testing (e.g. QA, SIT, UAT) including defect retesting
• Experience with providing help desk support to ends users for IT applications
• A proven track record in creating and maintaining documentation, such as project deliverables, defect reporting/management, service tickets, and customer communications

Communication Skills - 30%

• Possess exemplary written and verbal communication skills in English
• Possess a working proficiency level in French (reading, writing, oral interaction)
• Experience working and effectively communicating with both IT project teams and business users
• Outstanding interpersonal skills with the ability to create and maintain professional relationships with colleagues

Other Key Skills - 20%

• Demonstrated ability to operate in a dynamic, fast-paced environment with a high degree of professionalism
• Must be able to work in a team environment and proactively assist others
• Experience with IBM TRIRIGA would be considered an asset; however experience with other enterprise-class IWMS programs may be considered

Public Sector Experience - 10%

• Previous public sector experience in an organization of equivalent size and complexity to the Ontario Public Service
• Previous experience with capital asset management would be considered an asset

MUST HAVES:

• Demonstrates experience preparing and conducting functional testing (e.g. QA, SIT, UAT) including defect retesting
• Experience with providing help desk support to ends users for IT applications
• Possess a working proficiency level in French (reading, writing, oral interaction)
• Experience with IBM TRIRIGA Applications and/or other related IWMS systems

Experience working and effectively communicating with both IT project teams and business users