RITMApplication Specialist

Requisition Title:RITMApplication Specialist

Project Description

The Application Support Specialist will support the rollout and ongoing operation of the M365/SharePoint Document Management Solution across the organization. The role will be focused on application support including triaging incidents resolving user issues and managing ServiceNow support tickets to ensure timely and effective service delivery.
The Specialist will provide day-to-day administration support for SharePoint sites offer guidance on site usage and best practices and work closely with users and technical teams to ensure a stable well-supported environment. A strong focus on client satisfaction clear communication and continuous service improvement is essential.
This assignment is for a six (6) month term with the possibility of a six (6) month extension.

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 structuresand 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

Location:Hybrid 3 days in office City Hall.

Public Sector Experience:Nice to have

Deliverables

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

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

The candidate must demonstrate the following qualifications and experience:

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:

o Permissions and access management (users groups inheritance)

o Site configuration document libraries and content structures

o 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