Analyst, Application Support

University of Ottawa; Ottawa; Hybrid; CAD 73,000 - 92,000; Full time

Job summary

A leading Canadian university in Ottawa seeks an IT Application Support specialist to provide high-level support to faculty users. Responsibilities include troubleshooting issues, managing user accounts, and delivering training. The ideal candidate holds a degree in IT or related fields and is bilingual in French and English, with strong customer service skills. This position offers a competitive salary and the opportunity to work in a diverse and inclusive environment.

Qualifications

• Minimum three years of experience supporting enterprise applications.
• Experience in customer service and training delivery.
• Strong interpersonal skills to communicate technical concepts to non-technical users.

Responsibilities

• Provide troubleshooting support on faculty applications.
• Manage permissions and accounts for faculty users.
• Support the development of user training workshops.

Skills

Technical expertise in application support

Customer service experience

Bilingual proficiency (French and English)

Education

University degree in Business Administration, Computer Sciences, or Information Technology

Tools

Microsoft Office Suite

Job description

Overview

Location: Campus Roger Guindon Hall. Job Type: Employee. Department: IT Application Support. Faculty / Service - Department: IT Application Support. Date Posted: July 24 2025. Applications must be received BEFORE: August 04 2025. Salary Range: 73790.00 - 91744.00. UOITP Grade 09. LI-Hybrid.

About the Faculty of Medicine

Welcome to the University of Ottawa Faculty of Medicine the first and largest bilingual medical faculty in Canada. Our learners have access to state-of-the art facilities and specialized institutions as they learn alongside world-class physicians and scientists. Consistently ranked among the top 10 medical schools in Canada our faculty is among the top faculties of medicine in the world for research impact in biomedical and health sciences.

Position Purpose

Reporting to the Senior Analyst Application Support this position is the technical resource specialist and problem management expert on faculty specific applications. This role regularly interacts with clients to manage all application problems fulfilling service requests and answering queries or anything that is needed to allow the users from the Undergraduate and Postgraduate medical programs to properly interact with faculty applications. The incumbent provides high-level support and ensures that documentation guidelines information user guides training frequently asked questions and knowledge bases are in place to support the users. This position is key in ensuring that the Undergraduate and Postgraduate medical programs meet their accreditation requirements.

Responsibilities

• Technical Expertise: Provides troubleshooting expertise, advice and high-level support on the usage of the Faculty applications to students, faculty and administrative users, program administrators, clinicians/supervisors and professors. Suggests best practices and methodologies, acts as the primary contact for issues not handled by first-level support, investigates problem areas, and recommends and implements solutions. Escalates more complex issues to the Senior Analyst for analysis and next steps.
• Expert Advice: Supports the Senior Analyst in development of expert advice to users on business processes, technology recommendations and implementation strategies to standardize initiatives with the Faculty vision and accreditation requirements. Participates in process improvement initiatives.
• Access Management: Manages permissions and accounts for Faculty users. Provides second-level support for login issues and coordinates with the help line to improve connectivity. Imports new users weekly and maps accounts to the identity management system (Active Directory).
• Client Communication: Maintains regular communication with clients; informs users of progress on incidents/service requests and upcoming changes or outages. Closes resolved incidents and requests. Conducts customer satisfaction surveys when required. Communicates service level agreements to manage expectations.
• Professional Training: Supports the Senior Analyst in developing and delivering training workshops and materials for users. Provides ongoing training to ensure proper use of systems and offers expert advice on system capabilities when responding to incidents.
• Documentation: Supports the Senior Analyst in developing and maintaining user guides, policies, FAQs and knowledge bases. Documents test scenarios to validate options and establish best practices. Prepares reports and instructional manuals.
• Incident Management: Monitors incidents related to applications, triages and maintains incident information, and keeps stakeholders informed. Works with experts to find solutions that meet user needs.
• Application Assessments: Reviews system capabilities and workflows; supports recommendations for changes or upgrades to increase efficiency. Assists in implementing new functionality in response to changing needs.
• Forms Management: Builds and edits forms for evaluating learners, courses and competencies. Ensures standardization and assists departments in using faculty applications.

What you will bring

Essential Qualifications

University degree in Business Administration, Computer Sciences, Information Technology or related field, or an equivalent combination of education and experience. Minimum three years of experience supporting enterprise applications.

Other Skills and Competencies

• Knowledge of evaluation and scheduling applications is an asset.
• Knowledge of University and Faculty structures and regulations.
• Experience in customer service and training delivery; strong interpersonal skills to translate technical concepts for non-technical users in both official languages.
• Experience preparing, developing and delivering group and individual training sessions and materials.
• Excellent analytical skills and ability to prioritize work and ensure quality.
• Proficiency with Microsoft Office Suite and Web Applications; initiative, autonomy and good judgment under time constraints.
• Ability to work in a team, foster positive relationships and manage conflict.
• Bilingual (French and English) written and spoken.

Key Competencies

• Planning: Organize actions to realize objectives; plan and prioritize work.
• Initiative: Demonstrate creativity and initiative; proactive and self-starting.
• Client Service Orientation: Meet client needs and provide solutions.
• Teamwork and Cooperation: Collaborate effectively and adapt behavior as needed.

Note

The University of Ottawa embraces diversity and inclusion in the workplace and is committed to employment equity and an accessible barrier-free work environment. Applicants with disabilities may request accommodations during recruitment and assessment processes. Canadians and permanent residents will be given priority.