IT Application Support Analyst

Tri-global Solutions Group Inc.; Edmonton; On-site; CAD 80,000 - 113,000; Full time

Job summary

Tri-global Solutions Group Inc. is seeking an IT Application Support Analyst to join the Service Delivery team for the Ministry of Justice in Edmonton, Alberta. The role is 100% onsite with standard hours and a Monday-to-Friday schedule.

The incumbent will bridge judiciary, court operations, and technical delivery teams, ensuring reliable, secure application services while implementing standardized ITSM processes and maintaining documentation and dashboards for governance and reporting.

Qualifications

• The proposed resource must meet or exceed one of the following: 7 years+ experience in IT/AA roles.
• Experience in planning/monitoring User acceptance testing (UAT).
• Experience with ServiceNow or alternative ticket management systems for Change/Incident/Service Requests.
• Experience in Agile/Scrum delivery environments, supporting development and operations.

Responsibilities

• Standardize and manage ITSM processes for incidents and service requests.
• Coordinate major incidents and communication to stakeholders.
• Oversee change and release processes to minimize risk to operations.

Skills

UAT planning/monitoring

ITSM tools (ServiceNow/Jira)

Agile/Scrum delivery

Communication skills

Education

University IT related

2-year IT diploma

1-year IT certificate

7+ years AA experience

Tools

ServiceNow

Jira

Job description

IT APPLICATION SUPPORT ANALYST

Requisition #: R26-3622

Location: Edmonton, Alberta (100% Onsite)

Engagement Type: Contract

Number of Resources required: 1

Rate (CAD): Up to $70.00 per hour / Commensurate with related experience and market competitiveness

Term: 2026-11 to 2027-07-19 with 24-month extension available (up to 32-month contract)

Hours per day: 7.25

Security Screening: Standard / Enhanced (Criminal Record Check)

Tri-global Solutions Group Inc. is seeking one (1) IT Application Support Analyst to join our talented Service Delivery team with the Ministry of Justice (Government of Alberta).

WORK MODEL: The successful contractor will be working onsite at John E. Brownlee Building, 10365 – 97 Street NW, Edmonton, Alberta. It is anticipated the role will be 100% in-person. Applicants must be authorized to work in Canada to apply (Canadian Citizen or Permanent Resident). Standard Hours of work are 08:15 – 16:30 Alberta time, Monday through Friday excluding observed holidays.

Tri-global Solutions Group Inc.

Website: https://tri-global.com

PROJECT OVERVIEW

Project Name: Court Technology Services – Applications Management

Scope: Reporting to the Director, Application Management & Data Services, the Application Analyst serves as a vital bridge between the judiciary, court operations, and technical delivery teams. This role is responsible for the functional health and service quality of the Court Technology Services (CTS) portfolio, including legacy court applications and modern applications and data platforms.

The Application Analyst’s primary focus is to ensure that application services are reliable, secure, and aligned with the Justice outcomes. You will play a key role in professionalizing our service delivery by helping implement standardized ITSM processes (incident, change, and request management) to replace disparate legacy tracking methods. While maintaining a broad awareness of the underlying technology – including cloud environments and data platforms – your value lies in your ability to translate complex business needs into technical requirements, manage vendor performance, and ensure that court data remains a secure, strategic asset. This role requires a T-shaped professional who pairs functional expertise with the communication skills necessary to support stakeholders across Alberta’s three courts.

DESCRIPTION OF SERVICES

Service Management & ITSM Transition

• Standardize Operations: Lead the transition from ad-hoc support (emails/legacy tools) to a unified ITSM framework (e.g., ServiceNow/Jira), designing workflows for incident and service request tracking.
• Incident Coordination: Act as the functional lead for major incidents; you will coordinate communication and resolution efforts for critical system outages affecting court operations.
• Change & Release Oversight: Facilitate the change management process to ensure updates to legacy systems and new digital products are deployed with minimal risk to judicial continuity.

Application Stewardship & Business Analysis

• Judicial Liaison: Gather and document complex requirements from end-users, including Justices and court staff, ensuring technical solutions support the unique needs of the courtroom.
• Vendor & Product Oversight: Monitor the delivery of application services provided by external vendors and internal product teams, ensuring they meet established SLAs and quality standards.
• Knowledge Management: Establish and maintain a central knowledge hub, including user guides and technical documentation, to foster shared learning across teams of varying maturity levels.

Data Governance & Platform Support

• Security & Compliance: Ensure all application activities and data management protocols adhere to required regulations and judicial confidentiality requirements.
• Strategic Analytics Support: Provide functional support for data platforms (such as Snowflake); while not performing deep-level coding, you will oversee user access audits, data visualization dashboards, and the integrity of data warehouses.
• Transition Management: Oversee the functional migration of applications and data between environments (Dev/Prod) or from legacy on-premises hosting to cloud-based services (Azure/AWS).

Process Improvement & Risk Mitigation

• Optimization: Analyze existing application workflows and provide recommendations for process improvements to enhance the scalability and stability of court services.
• Disaster Recovery Support: Participate in the design and testing of business continuity plans to ensure the tri-court system is resilient against data loss or prolonged outages.
• Reporting: Transform technical data into meaningful analytics and status reports to support executive decision-making within the Court Technology Services portfolio.

MANDATORY REQUIREMENTS

• The proposed resource must meet or exceed one of the following (7 years+):
  • University graduation in Information Technology or a related discipline and 3-yr Application Analyst (AA) experience;
  • 2-yr diploma in Information Technology or a related discipline and 5-yr AA experience;
  • 1-yr certificate in Information Technology or a related discipline and 6-yr AA experience;
  • 7 yr AA experience.
• Experience in planning/monitoring User acceptance testing. (10 years+)
• Experience with Service Now or alternative ticket management system for Change Management, Incident Management and Service Requests. (10 years+)
• Experience working in an Agile/Scrum delivery environment, supporting application development, enhancements, and operational work. (8 years+)

DESIRABLE REQUIREMENTS

• Ability to learn quickly, problem solve/troubleshoot, work independently and within a team. (Yes or No)
• Ability to manage stress and conflict. (Yes or No)
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group. (Yes or No)
• Experience in a highly regulated environment such as Government, Healthcare, Legal, Finance, compliance, security, privacy. (8 years+)
• Experience in Data and Cloud Literacy. (5 years+)
• Experience with Data Warehouse and Reporting Tools. (5 years+)
• Technology Standardization, ITSM, ServiceNow, Jira, workflows, documentation, service delivery. (8 years+)

NOT FOR YOU?

Check out our other opportunities at https://tri-global.com or follow us on LinkedIn. We thank all candidates in advance. Only candidates selected for an interview will be contacted.

WHY WORK WITH TRI-GLOBAL?

• Empower positive change by enabling our clients to revolutionize innovation and technology, elevating them to a higher level of excellence and efficiency.
• Join an exceptional and committed team that redefines the landscape, forging a distinctive path towards success.
• Engage in stimulating and captivating projects that push boundaries and keep you constantly motivated.