RQ11186 - Jr. Application Support Specialist
Source Code
RQ11186 - Jr. Application Support Specialist
1-year 5-month contract (377 business days)
ONSITE 5 days - 222 Jarvis St.
NOTE: Needs excellent communication skills
Must‑haves
- 2+ years of experience in ITIL Service Management
- 2+ years of experience in Operational Support
Nice‑to‑have
- Public sector experience
Responsibilities
- Incident – Basic triage and assessment with assignment to Tier three
- Queue management – Assignment of tickets
- Change management – Creation and management of Change Requests
- Configuration management – Management of component inventory
- Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, devices, applications, and software
- Provides technical support to teams within the organization, and to external clients when required
- Assists with systems integrations
- Manages ticketed query system and ensures comprehensive database of queries and resolutions is kept up to date
- Maintains and updates technical documents and procedures
- Identifies and resolves technical issues
- Manages coordination at a local and international level where required
- Delivers regular and customized training to teams within the business
- Prepares maintenance plans and upgrade schedules for the organization’s systems
- Develops reports for teams across the business
General Skills
- Experience providing expertise and technical knowledge about a specified application or suite of applications
- Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets as necessary
- Experience training end users on a variety of applications and creating documentation when necessary
- Experience responding to end‑user requests by troubleshooting issues or questions regarding managed applications
- A team player with a track record for meeting deadlines, managing competing priorities, and client relationship management experience
- Intimate knowledge of an organization’s computing systems
- Ability to explain complex ideas to those with limited IT and systems knowledge
- Exceptional verbal and written communication skills
- Listening ability and patience
- Extraordinary customer service and relationship management experience
- Critical thinking skills
Skillset
- Experience with middleware application suite such as IBM WebSphere Application Server/NDM/Liberty, IBM DataPower, Deployment Automation, Middleware Monitoring tools (e.g., ITCAM), and cloud technology including Kubernetes/Ansible
- Experience with ITIL Incident Management process
- Experience with ITIL Change Management process
- Experience with Remedy/eSMT or other service management tools
- Experience with reporting tools and data visualization (e.g., PowerBI)
- Demonstrate strong communication and problem solving skills
- Experience with standard MS Office suite
Vacancy posted 8 days ago
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