Applications Support Analyst (IT)

Contract Duration: 12 Months

Working Hours: Monday–Friday, 8:15 AM–4:30 PM Alberta time, excluding provincial holidays

We are seeking an experienced Application Analyst – Intermediate to support application management, IT service delivery, and business technology operations within a complex, highly regulated environment.

The successful candidate will serve as a liaison between business stakeholders, end users, technical teams, and external vendors to ensure applications remain reliable, secure, and aligned with business needs. The role focuses on improving IT Service Management (ITSM) processes, coordinating incidents and changes, supporting application enhancements, managing vendor performance, and maintaining effective documentation and reporting practices.

The ideal candidate will have hands-on experience with ticket management systems such as ServiceNow or Jira, application support, User Acceptance Testing (UAT), and Agile/Scrum delivery environments. Familiarity with cloud platforms, data warehouses, and reporting tools is also beneficial.

IT Service Management and Operations

Support the transition from informal support processes to standardized ITSM workflows using tools such as ServiceNow, Jira, or equivalent platforms.

Coordinate incident management, service requests, and change management activities.

Monitor incidents, service requests, and changes to ensure timely resolution and minimal operational disruption.

Support application releases and updates while minimizing risks to business continuity.

Identify opportunities to improve service delivery processes, workflows, and operational efficiency.

Application Management and Business Analysis

Translate business needs into functional requirements and technical specifications.

Support application enhancements, development activities, and ongoing operational work.

Coordinate with business users, technical teams, vendors, and product teams to ensure application services meet agreed service levels and quality standards.

Plan, monitor, and support User Acceptance Testing (UAT).

Assist with troubleshooting application issues and coordinating their resolution.

Data Governance and Cloud Platform Support

Support application data governance, access management, and compliance requirements.

Assist with user access audits and data integrity reviews.

Provide functional support for data warehouse and reporting platforms, including tools such as Snowflake.

Support dashboards, data visualization, and operational reporting activities.

Assist with application and data migration activities between development and production environments.

Support transitions from legacy on-premises environments to cloud platforms such as Microsoft Azure or AWS.

Process Improvement and Risk Management

Support business continuity and disaster recovery planning and testing.

Identify application risks, operational issues, and process gaps, and coordinate appropriate corrective actions.

Prepare status reports, service metrics, and operational updates for stakeholders and management.

Ensure application support activities follow applicable security, privacy, and compliance requirements.

Promote standardized processes, documentation, and consistent service management practices.

University degree in Information Technology or a related discipline, with 3+ years of Application Analyst experience.

• Two-year diploma in Information Technology or a related discipline, with 5+ years of Application Analyst experience.
• One-year certificate in Information Technology or a related discipline, with 6+ years of Application Analyst experience.
• 1+ year of experience planning or monitoring User Acceptance Testing (UAT).
• 4+ years of experience using ServiceNow or an alternative ticket management system for change management, incident management, and service requests.
• 2+ years of experience working in an Agile/Scrum delivery environment, supporting application development, enhancements, and operational activities.

Experience working in a highly regulated environment, such as government, healthcare, legal, finance, compliance, security, or privacy.

• 1+ year of experience in data and cloud literacy.
• 1+ year of experience with data warehouse and reporting tools.
• 1+ year of experience with technology standardization, ITSM, ServiceNow, Jira, workflow management, documentation, or service delivery.
• Background Check and Mandatory Training

A criminal record check must be provided before the assignment begins, if requested.

The selected candidate must complete mandatory privacy and security awareness training.

Additional mandatory or optional training may be required.