Application Support Analyst

Town of Oakville - Oakville, ON (30+ days ago)

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Job Details:
Permanent Full Time CUPE 1329

Posting Status:
Open to all current Town of Oakville employees and external applicants

Reporting to the Supervisor of Application Support, the Application Support Analyst’s role is to deliver support for various types of software programs enabling town staff to fulfill business objectives and the public to access town services. This position will manage service requests and Help Desk tickets in addition to serving as a technical resource on multiple implementation or upgrade projects as required. Responsibilities include; troubleshooting applications and software, application administration and configuration, managing user acceptance testing, documentation, creation of customized application training, and report request delivery. The Analyst documents all interactions with clients via standard incident and request tracking tools.

Job Responsibilities:
Application Maintenance and Support

Field incoming problem tickets and service requests; record client interactions and proactively communicate status to end users
Diagnose, troubleshoot and resolve application and related integration issues
User requirements gathering to confirm issues and to address or understand service requests for system changes
Installation and/or upgrade of applications and tools onto a server environment
Configuration of systems and applications including setting up workflows and executing project tasks
User account creation and security management
Perform preventative maintenance, including installation of service packs, patches and/or hot fixes
Communicate application problems and issues to key stakeholders including; management, project manager, development team, help desk or end-users
Daily monitoring of integration points, application errors and/or transaction logs
Develop and implement corrective action plans to address issues and problems with applications and related integrations
Prepare and maintain user manuals and support documentation within Information Systems Knowledgebase
Leverage vendor support sites for technical training, content and escalation of issues ensuring timely resolution

Manage User Acceptance Testing

Coordination of testing to ensure testing is completed with prepared test scripts and results are captured and signed off
Execute testing of applications for performance, usability, user acceptance and integration.
Manage test scripts and results; escalate failed test results

Information Management

Coordinate report requests, recommend appropriate reporting tools, assist in capturing user requirements and data mapping
Validating appropriate access to data with key stakeholders and data management team
Working with key stakeholders to identify report scheduling needs and recommend optimal schedules
Supporting end users on usage of application specific reporting tools; assisting with advanced report creation or acting as a liaison with a development resource
Deployment of new or updated reports

Coordination & Delivery of Application Training

Work with subject matter experts in the assessment, development and delivery of application training. Training channels include (but not limited to): typical classroom setting (10 persons), lunch and learn sessions, departmental sessions, computer based training, one-on-one sessions
Prepare, maintain and promote reference materials such as e-learning content, job aids, self-service resources
Perform other duties as assigned

Completion of a 3-year Diploma/Degree in Computer Science or a related field with at least 3-years in depth experience supporting and configuring both enterprise and business specific applications
Customer centric approach; focused on providing a positive user experience and outstanding service to staff
Effective listening and patience
Highly developed interpersonal skills with demonstrated ability to interact and communicate effectively with all levels of the organization
Excellent written, oral, interpersonal, and presentational skills
Proven experience with troubleshooting principles, methodologies, issue resolution techniques, change management and release management.
Strong understanding of data structures, Metadata and data management best practice
Ability to create, alter, and execute structured queries and scripts, including [Oracle PL/SQL, Microsoft SQL, PERL and PowerShell]
Working knowledge of programming languages and concepts [such as JavaScript in web parts]
Demonstrated understanding of fundamentals of web service interactions between systems
Able to develop and interpret technical documentation for training and end user procedures
Commitment to continuous self-development to keep abreast of trends in technology relating to software applications
Must be creative, highly self-motivated, with keen attention to detail and want to inspire others
Proven ability to work effectively in a team environment and manage multiple projects with varying schedules
Hands on experience working with Microsoft Operating Systems (Windows 7/8/10), Microsoft Office 2013-2016, Oracle and Microsoft SQL database administration tools and Windows Server required
Database Administration experience is considered an asset
AMANDA Administration experience or equivalent experience with applications that support building permits, licensing and by-law enforcement is considered an asset

Applications for this position must be received at in the current opportunities section by no later than midnight on January 3, 2020.

DATED: December 9, 2019

This job profile reflects the general requirements necessary to perform the principal functions of the job. This does not include all of the work requirements of the job. Applicants are required to demonstrate through their application and in the interview process that their qualifications match those specified. Applicants may also be required to undergo testing. Assessments for this position may include an interview, written and practical tests. The successful candidate will be required to pass each element of the recruitment process with a minimum score of 75%.

We thank all applicants and advise that only those selected for an interview will be contacted.