Intermediate Analyst, Application Support

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. The incumbent regularly interacts with clients to manage all problems, including fixing technical faults, fulfilling service requests, and answering queries; anything that is needed to allow the users to return to work. The incumbent ensures that documentation, information, user guides, frequently asked questions, knowledge base, problem management system database, and self‑serve information are developed, maintained, and tested.

Responsibilities

• Training and Documentation: Organize staff training and awareness sessions. Develop and maintain documentation, user guides, FAQs, and knowledge base. Liaise with “Super Us...