Director leading RPA and intelligent automation architecture at Sun Life, a financial services company. Defining enterprise platforms, governance, roadmaps, and AI - enabled business process automation.
About the role
- Application Help Desk Analyst providing technical support for Education and Advanced Education systems. Focused on ticket management and user access in Alberta's remote public sector.
Responsibilities
- Provide front-line application support to members of the public and stakeholders accessing online systems related to Education and Advanced Education.
- Receive, log, categorize, and manage inquiries using Help Desk software.
- Troubleshoot technical issues and resolve incidents or escalate to the appropriate support level when required.
- Communicate resolutions and provide status updates to clients throughout the incident lifecycle.
- Collaborate with technical teams, business areas, and external stakeholders to resolve issues efficiently.
- Assign, maintain, and verify user IDs and access credentials in accordance with identity verification processes.
- Monitor inquiry trends to identify recurring issues and recommend process or training improvements.
- Test solutions, bug fixes, and application enhancements to validate issue resolution.
- Maintain documentation, including known issues, workarounds, best practices, and status reports.
- Support data validation and discrepancy resolution activities as required.
- Participate in related projects, user acceptance testing, and cross-training initiatives.
- Ensure compliance with established Help Desk policies, procedures, and security protocols.
- Identify and recommend operational improvements to enhance service efficiency and effectiveness.
Requirements
- Bachelor’s degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or equivalent education and experience
- 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders
- 4+ years of experience in user identity verification and access management
- 4+ years of experience using Help Desk software to manage incidents and service requests
- 4+ years of experience collaborating with clients, technical teams, and business stakeholders
- 4+ years of experience supporting multiple applications in a multi-stakeholder environment
- 4+ years of experience with Microsoft Office tool suites
- 1+ year of experience with Microsoft SharePoint 2005 or higher
- 1+ year of experience developing training materials and user documentation
- 1+ year of experience documenting business processes and user requirements
- 1+ year of experience supporting user acceptance testing activities
- 1+ year of experience providing end-user operational system support
- 1+ year of experience supporting web-based systems across various internet browsers
- Eligibility for Enhanced Security Clearance.
Benefits
- 12-month contract with a maximum extension term of 6 months
- Full-time position: 36.25 hours per week
- Weekday schedule from 8:15 am to 4:30 pm
- Remote work opportunity within Alberta
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