RQ00538 Application Support Specialist Intermediate

Qualifications

• University or Community College diploma/degree in Computer Science Information Technology or a related discipline or equivalent professional experience
  
• A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
  
• Demonstrated experience supporting Microsoft 365 and SharePoint Online including user support configuration and issue resolution
  
• Proven experience performing incident triage analysis and resolution in a production environment
  
• Hands-on experience using ITSM tools (e.g. ServiceNow or equivalent) to manage track and resolve support tickets
  
• Strong working knowledge of SharePoint site administration including: Permissions and access management (users groups inheritance); Site configuration document libraries and content structures; Support of collaboration and document management features
  
• Experience supporting SharePoint migrations deployments or organization wide implementations including post deployment stabilization and issue remediation
  
• Ability to perform root cause analysis and coordinate issue escalation with technical teams
  
• Strong experience providing frontline user support and working directly with business clients
  
• Ability to clearly communicate technical issues and resolutions to nontechnical users
  
• Demonstrated focus on client satisfaction service quality and continuous improvement
  
• Experience developing and maintaining support documentation procedures and knowledge base articles
  
• Excellent written and verbal communication skills
  
• Strong organizational skills with the ability to manage multiple priorities in a fastpaced support environment
  
• Ability to work independently as well as collaboratively within a crossfunctional team
  

Requirements

Breakdown

Education and Experience

• University or Community College diploma/degree in Computer Science Information Technology or a related discipline or equivalent professional experience
  
• A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
  
• Demonstrated experience supporting Microsoft 365 and SharePoint Online including user support configuration and issue resolution
  

Technical and Functional Skills

• Proven experience performing incident triage analysis and resolution in a production environment
  
• Handson experience using ITSM tools (e.g. ServiceNow or equivalent) to manage track and resolve support tickets
  
• Strong working knowledge of SharePoint site administration including:
  
• Permissions and access management (users groups inheritance)
  
• Site configuration document libraries and content structures
  
• Support of collaboration and document management features
  
• Experience supporting SharePoint migrations deployments or organizationwide implementations including postdeployment stabilization and issue remediation
  
• Ability to perform rootcause analysis and coordinate issue escalation with technical teams
  

Support and Client Engagement

• Strong experience providing frontline user support and working directly with business clients
  
• Ability to clearly communicate technical issues and resolutions to nontechnical users
  
• Demonstrated focus on client satisfaction service quality and continuous improvement
  
• Experience developing and maintaining support documentation procedures and knowledge base articles
  

Professional Skills

• Excellent written and verbal communication skills
  
• Strong organizational skills with the ability to manage multiple priorities in a fastpaced support environment
  
• Ability to work independently as well as collaboratively within a crossfunctional team
  

The Application Support Specialist will deliver the following:

• Effective triage resolution and closure of SharePoint incidents and service requests in accordance with service level expectations
  
• Accurate and complete ServiceNow ticket documentation including issue analysis resolution actions and client communication
  
• Ongoing SharePoint administration support including permissions management site configuration and user access assistance
  
• Implementation and rollout support including user onboarding postmigration issue resolution and stabilization activities
  
• Maintained support documentation and knowledge base articles to support consistent service delivery
  
• Identification of recurring issues and trends with recommendations for service improvements
  
• Periodic support metrics and status reporting as required by the City
  

Must Haves:

• Handson experience using ITSM tools (e.g. ServiceNow or equivalent) to manage track and resolve support tickets
  
• Strong working knowledge of SharePoint site administration including: Permissions and access management (users groups inheritance) Site configuration document libraries and content structures and Support of collaboration and document management features
  
• Experience supporting SharePoint migrations deployments or organizationwide implementations including postdeployment stabilization and issue remediation
  
• Proven experience performing incident triage analysis and resolution in a production environment