Hybrid Intermediate Analyst, Application Support at uOttawa

Follow us on LinkedIn

Job Type:

Employee

Duration in Months (for fixed-term jobs):

24

Job Family:

IT Support

# of Open Positions:

1

Faculty/Service - Department:

Research, IT Solutions

Campus:

Main Campus

Union Affiliation:

UOITP

Date Posted:

July 24, 2025

Applications must be received BEFORE:

August 04, 2025

Hours per week:

35

Salary Grade:

UOITP Grade 10

Salary Range:

$82,450.00 - $102,514.00

About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Senior Manager, Information Technology, the incumbent is the University’s central resource for large Enterprise systems related problems and serves as the expert resource and problem management expert. The incumbent is responsible for restoring “normal service” to the users as quickly as possible. Regularly interacts with clients to manage all problems including fixing technical faults, fulfilling a service requests and answering queries; anything that is needed to allow the users to return to work. Ensures that documentation, information, user guides, frequently asked questions, and knowledge base, problem management system database as well as self-serve information are developed, maintained and tested. 

In this role, your responsibilities will include:

• Service Desk Management: Act as support analyst for Enterprise applications and incidents throughout their lifecycle.  Maintain a system to track issues, problems, fixes and solutions; log all relevant incident/service request details, allocate categorization and prioritization codes. Assess the severity of problem on the organization and escalates the problem accordingly. Provide second-line investigation and diagnosis; resolve incidents/service requests.

• Client Communication: Establish and maintain regular communication with clients; keep users informed of progress on their incidents/service requests, and notify them of impending changes or scheduled outages with collaboration with Infrastructure group, etc.  Close all resolved incidents, requests and other calls. Conduct customer/user satisfaction call-back/surveys as per agreed upon standards. Update the Configuration Management System (CMS).  Report to senior managers on any issue that could significantly impact the business.  Attend Change Advisory Board Meetings; ensure that proposed changes are consistent with maintaining required service levels.  Take overall responsibility for incident and service request handling. This could also be expanded to any other activity such as monitoring certain classes of event.  Produce statistics and management reports to improve service quality.

• CMS:  Update the Configuration Management System (CMS).  Report to senior managers on any issue that could significantly impact the business.  Attend Change Advisory Board Meetings; ensure that proposed changes are consistent with maintaining required service levels.  Take overall responsibility for incident and service request handling. This could also be expanded to any other activity such as monitoring certain classes of event.  Produce statistics and management reports to improve service quality.

• Incident Management: Drive the efficiency and effectiveness of the incident management process.  Monitor the effectiveness of incident management and make recommendations for improvement; follow up on recommendations through implementation phase.  Develop and maintain the incident management systems.  Manage major incidents; inform other resources, keep all stakeholders informed, follow-up and conduct post-mortems.  Develop and maintain the incident management process and procedures Triage incidents to the appropriate application manager depending on their area of expertise for further investigation.

• Problem Management:  Liaise with all problem resolution groups to ensure swift resolution of problems within SLA targets.  Develop and maintain the Known Error Database (KEDB)  Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations, especially with regard to resolving problems and providing problem-related information and data.  Event Management; Detect events, analyses them, and determine the appropriate control action.

What you will bring:

• University degree in Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.

• Minimum three to five years of experience supporting large enterprise systems in a multiplatform environment.

• A strong knowledge of the Research lifecycle, and the functions, processes and constraints of academic research and the scientific endeavour.

• Proven experience with enterprise research administration platforms, for grant and contracts management and research compliance.

• Knowledge of programming and operating system principles.

• Knowledge of supported applications and business processes

• Knowledge of computer security and access principles and best practices.

• Experience in a customer service environment.

• Experience with the configuration of complex servers and systems.

• Experience in virtualization technologies, storage, and systems administration.

• Analytical skills to diagnose and repair system problems.

• Organizational skills to prioritize work and meet multiple strict deadlines.

• Bilingualism – French and English (spoken and written).

#LI-Hybrid #LI-DP1

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa: 

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.