Application Support Analyst

le contenu du travail

Rocky View County values our employees and provides a welcoming and stable work environment where positive energy, creativity, and a service mindset are encouraged. We seek individuals who enjoy making a difference and contributing meaningfully to a vibrant community. Our valued and diverse team of 500+ employees are provided with the same concern, respect, and caring attitude as the over 40,000 people who call Rocky View County home.
At Rocky View County we value employee work/life balance. Staff are provided with opportunities to grow professionally while being supported with paid training, a competitive salary, benefits after 30 days, 27 paid days off in their first year, plus general holidays, a pension plan, paid sick time, and a hybrid work environment for eligible positions.

Position Summary
The Application Support Analyst plays a pivotal role in ensuring the smooth operation and functionality of critical software applications within the County. The primary responsibility is to provide expert technical support to end-users and stakeholders, resolving issues promptly and efficiently. Through in-depth understanding of various software systems, the incumbent will contribute to enhancing the overall performance and user experience of the County’s applications.
Core Accountabilities
Key Responsibilities

• Application Troubleshooting: Investigate and diagnose complex technical issues reported by end-users and clients. Using analytical and problem-solving skills, identify the root cause of problems and implement effective solutions to minimize downtime and disruptions.
• User Support: As the first point of contact for application-related inquiries, provide timely and courteous assistance to end-users, offering guidance and training when required. Ability to communicate technical concepts in a clear and accessible manner will be essential in resolving user queries effectively.
• Incident Management: Manage and prioritize support tickets, adhering to established service-level agreements (SLAs). Thoroughly documenting incidents, resolutions, and troubleshooting steps will enable the team to build a comprehensive knowledge base for future reference.
• Application Monitoring: Utilizing monitoring tools and proactive checks, ensure applications are operating optimally and intervene promptly when issues arise. Detecting potential problems before they escalate will contribute to maintaining a stable and reliable system.
• Collaboration: Collaborate with cross-functional teams, including system analysts, infrastructure analysts, service desk, and business stakeholders, to communicate technical issues and coordinate effective solutions. Ability to work in a collaborative environment will be essential in driving continuous improvement.
• System Maintenance: Assist in routine maintenance activities, such as application updates, patches, and system upgrades, to ensure the software is running on the latest and most secure versions.
• Documentation: Thoroughly document support processes, troubleshooting steps, and knowledge articles to contribute to the collective knowledge base and streamline future support activities.

Strategy, Planning, Analysis, Administration

• Ability to prioritize a variety of projects utilizing the systems and procedures available.
• Ability to operate with reasonable independence, while ensuring positive, effective client relations.
• Work collaboratively with the Business Solutions Delivery team in developing and refining internal procedures and processes.
• Keep abreast with new and evolving technologies.
• Highly self-directed with the ability to take initiative, prioritize, and multi-task.

Other Responsibilities

• Attend and participate in inter-jurisdictional meetings and activities on an ad hoc basis.
• Act in a professional and responsible manner to protect the integrity of employees and the business of Rocky View County.
• Display a professional and ethical responsibility to protect privacy, use information appropriately, and maintain the confidentiality and security of all information related to employees, business and residents of Rocky View County.
• Perform other duties and special projects as assigned.

Position Requirements
The typical minimum level of education to perform this job competently is equivalent to a Bachelor’s Degree from a recognized post-secondary institution in the field of Computer Science with a minimum three (3) years of related experience in application support or a similar technical role.

• Work in accordance with the requirements established by the RVC Health and Safety Program and the Alberta OHS Act, Regulation and Code.
• Take reasonable care to protect their health and safety and other persons at or in the vicinity of the worksite while they are working.

Technical
MS SQL Server Required
M365 Application Suite Required

Certification| Formal Education
Bachelor Degree in Computer Science
ITIL Foundation 4 Considered an asset

We thank applicants for their interest. Only those selected for an interview will be contacted.
Closing Date: August 6, 2023 or until a suitable candidate is found.