RQ11186 - Jr. Application Support Specialist

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:

1. 2+ years of experience in ITIL Service Management

· 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

1. 2+ years of experience in Operational Support

· Familiarity with WebSphere, Oracle 19c, Kubernetes, Ansible

· Experience with enterprise Data Analysis / visualization tools like Power BI

Nice-to-have:

• Public sector experience 

Responsibilities: 

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 ensuring 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 upgrades 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 but not limited to:

o IBM WebSphere Application Server/NDM/Liberty

o IBM DataPower

o Deployment Automation

o Middleware Monitoring tools e.g. ITCAM

o 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

AI Disclaimer: Source Code may use artificial intelligence (AI) tools to assist in certain aspects of its recruiting and business operations.

Note: The higher end of the range is intended for absolutely exceptional candidates who meet all must-have requirements and most or all nice-to-have qualifications. The client will evaluate candidates based on both rate expectations and overall skill set when shortlisting.

INCORPORATED RATE RANGE (7.25 billable hours per day)

• $33.70/hr - $36.10/hr Inc.

T4 RATE RANGE (7.25 billable hours per day)

• $26.96/hr - $28.88/hr T4