Technical Business Analyst - GitHub, Bitbucket, ServiceNow & DevSecOps

Astra North Infoteck Inc.; Toronto; Hybrid; CAD 70,000 - 95,000; Full time

Job summary

Randstad Canada is seeking a Technical Analyst for an enterprise-level 6-month contract in Toronto, offering hybrid/on-site work. The role focuses on providing tiered support for M365 and SharePoint Online, managing incidents, and coordinating with engineering squads for complex escalations.

The candidate should have 3–5 years in enterprise application support, expertise with ServiceNow, and experience with migrations and governance. A strong client-facing orientation is essential.

Qualifications

• Bachelor’s degree or higher in Computer Science, IT, or a related technical field.
• 3–5 years of application support in an enterprise environment.
• Hands-on experience with Microsoft 365 and SharePoint Online support.
• Experience using ITSM tools (ServiceNow) for ticket tracking and service delivery.
• Experience supporting platform migrations, onboarding, and post-implementation stabilization.

Responsibilities

• Provide tiered application support for enterprise M365 and SharePoint environments, including incident triage and resolution.
• Document and track user-reported tickets in ServiceNow; ensure timely closure per SLAs.
• Perform day-to-day SharePoint administration: user access, permissions, site configurations, and content structures.
• Advise users on SharePoint usage, governance, and best practices.
• Support enterprise-wide deployments, onboarding, and post-migration stabilization.

Skills

Consultative communication

Client engagement

Verbal communication

Written communication

Education

University degree in Computer Science / IT

Tools

ServiceNow

SharePoint Online

M365 Admin

Job description

Job Title

Technical Analyst – Enterprise-Level Contract

Location

Toronto, Ontario, Canada

Assignment Type

Hybrid / Onsite

Contract Duration

6‑month contract (with potential 2‑month extension)

Advantages

• Enterprise M365 & SharePoint Scope: Deliver end‑to‑end support, permissions management, and administration for modern SharePoint Online sites and document repositories.
• Service Delivery Modernization: Manage incident triage, root‑cause analyses, and ticket resolution workflows using industry‑leading ITSM tools (ServiceNow).
• Rollout & Stabilization Leadership: Play a hands‑on role supporting organization‑wide platform implementations, user onboarding, post‑migration issue resolution, and steady‑state transitions.
• Focus on Client Satisfaction: Develop user training, author knowledge base documentation, and analyze service metrics to promote solution adoption and continuous improvement.

Responsibilities

• Provide tiered application support for the enterprise M365 and SharePoint environment, including incident triage, root‑cause issue analysis, and resolution.
• Manage, track, and document user‑reported support tickets through ServiceNow, ensuring timely closure in accordance with service level agreements.
• Perform day‑to‑day administration for SharePoint sites, managing user access permissions, group inheritances, site configurations, and document library content structures.
• Advise end‑users on SharePoint site usage, document management best practices, and organizational governance standards.
• Support enterprise‑wide platform implementation and rollout activities, assisting with user onboarding, post‑deployment stabilization, and post‑migration fix validations.
• Perform root‑cause analysis on complex incidents and coordinate technical escalations with specialized engineering squads as required.
• Collaborate with project and technical teams to identify adoption challenges, evaluate support risks, and mitigate user pain points.
• Author, maintain, and update technical support documentation, standard operating procedures, and self‑service knowledge base articles.
• Deliver targeted user guidance and support sessions to promote platform adoption and effective tool utilization.
• Track support metrics, identify recurring incident trends, and present recommendations to leadership for continuous service enhancements.

Qualifications

• Education: University degree or Community College diploma in Computer Science, Information Technology, or a related technical discipline (or equivalent professional experience).
• Application Support Tenure: Minimum 3 to 5 years of experience providing application support within an enterprise environment.
• M365 & SharePoint Online Expertise: Demonstrated hands‑on experience supporting Microsoft 365 and SharePoint Online, including user support, site configuration, permissions management, and issue resolution.
• ITSM & Ticket Management: Hands‑on experience utilizing enterprise ITSM tools (such as ServiceNow) for ticket tracking, documentation, and service delivery.
• Migration & Rollout Support: Proven experience supporting platform migrations, enterprise deployments, user onboarding, and post‑implementation environment stabilization.
• Soft Skills & Client Engagement – Consultative Communication: Exceptional written and verbal communication skills with the ability to explain complex technical concepts clearly to non‑technical users.
• Client Engagement & Service Quality: Strong client‑facing orientation with a focus on service quality, responsiveness, client satisfaction, and continuous process improvement.
• Organization & Collaboration: Strong organizational and multi‑tasking abilities to manage competing priorities independently and collaboratively within cross‑functional teams.

Company Commitment

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity‑seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non‑binary/gender non‑conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [e-mail] to ensure their ability to fully participate in the interview process.