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Added 2 hours ago
Analyst/Sr. Analyst, Global Incentive Compensation
Salesforce Partner Canada
Toronto, ON
Full-time
…looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it…
Added 7 hours ago
IT MANAGER
AFD Petroleum Ltd.
Edmonton, AB
Lead, coach, and develop our IT team, including the IT Service Desk Lead and Senior Business Systems Analyst.
Added 7 hours ago
Procure-to-Pay (P2P) Agent - ASL4
Jobbe
Moncton, NB
Full-time
Provide guidance to business partners on procurement policies, competitive bidding, contract compliance, P2P processes, PO management, and procurement best practices.
Added 7 hours ago
Product Manager, Destination
Jobbe
Moncton, NB
Full-time
…optimize portfolio performance and deliver meaningful customer and business…
Added 7 hours ago
Intermediate Analyst, Application Support
University of Ottawa
Ottawa, ON · Vanier Hall
Full-time
…Update the Configuration Management System (CMS). Report to senior managers on any issue that could significantly impact the business. Attend Change Advisory Board Meetings; ensure that…
Added 8 hours ago
IT Senior Analyst, Cybersecurity
Saputo Inc.
Montreal, QC
Full-time
The Cybersecurity Senior Analyst supports Saputo’s vulnerability and exposure management program across enterprise IT environments and manufacturing sites. This role focuses on…
Added 9 hours ago
IT Senior Analyst, Cybersecurity
Saputo Inc.
Mississauga, ON
Full-time
The Cybersecurity Senior Analyst supports Saputo’s vulnerability and exposure management program across enterprise IT environments and manufacturing sites. This role focuses on…
Added 9 hours ago
Senior Business Analyst - Fredericton, New Brunswick
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Fredericton, NB
Full-time
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Added 9 hours ago
Winter 2027: Operations Analyst Co-op (12 months)
CGI
Toronto, ON
Full-time
…growing. We are looking for a highly motivated Sales Operations Analyst Co-op student to join our growing Business Operations team supporting the Toronto Financial Services (TFS) business…
Added 9 hours ago
Project Management Senior Analyst
Accenture
Montreal, QC
Full-time
Position Title: Project Management Senior Analyst
Added 9 hours ago
Configuration Management/PLM Senior Analyst
Accenture
Montreal, QC
Full-time
Responsibilities of the Configuration Mangement/PLM Senior Analyst may include:
Added 11 hours ago
Data Analyst Lead
Affinity
Vancouver, BC
Contract
On behalf of our client, Affinity is seeking a Data Analyst Lead to advance enterprise data platform reporting. This role is responsible for leading a squad dedicated to Equity Financial…
Added 11 hours ago
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Avanade
Toronto, ON
Full-time
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Added 12 hours ago
Senior Relationship Manager (Banking & Custody)
The Citco Group Limited
Toronto, ON
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Responsible for co-coordinating with system developers and business analyst in providing client support, routine preventative maintenance, and continuing improvements of the business`…
Added 14 hours ago
RPA Business Systems Analyst (BSA)
Apptoza Inc.
Toronto, ON
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We are seeking an experienced RPA Business Systems Analyst (BSA) with strong expertise in Business Intelligence, Automation, and Data Analytics. The ideal candidate will be responsible for…
Added 14 hours ago
Sr. Data Analyst -1806 (Asset Management)
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Toronto, ON
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Product Analyst, Data Platform and Analytics
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Toronto, ON
$108,000 to $112,000 CAD / year
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Technical Business Analyst – Syndigo PIM MDM (35930)
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Technical Business Analyst – Syndigo / PIM / MDM
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Senior Financial Analyst, Deal Desk (Strategic Finance)
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Added 15 hours ago
HRIS Analyst (Payroll, Absence & Time Tracking)
Extendicare
Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
Full-time
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Added 15 hours ago
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Markham, ON · Extendicare (Canada) Inc (Steeles Ave.)
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Added 15 hours ago
RPA Business Systems Analyst
Apptoza Inc.
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Job Title: RPA Business Systems Analyst (BSA)
Added 15 hours ago
Associate – Business Development & Capital Markets
KCG Search
Vancouver, BC
$70,000 to $90,000 CAD / year
Full-time
KCG Search is partnering with a growing boutique financial advisory firm in Vancouver to hire two Associates for its Business Development & Capital Markets team.
Added 16 hours ago
Business Analyst – Salesforce Financial Services Cloud, CRM & Salesforce Platform
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Assess and analyze business strategy, business requirements, current state environment and technology choices to evaluate solution alternatives that meet business sponsor needs in simplest…

University of Ottawa

Intermediate Analyst, Application Support

Ottawa, ON, Canada
Vanier Hall, Canada

Pay: $82,450.00 - $102,514.00About Information Technology:
Job type: Full-time
Apply by: Oct 12, 2026
Posting language: English
Posted: Oct 1, 2026

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Original job description

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Posting Reason:

Replacement of a temporary position

Job Type:

Employee

Anticipated Duration in Months (for contracts and temporary assignments):

Job Family:

IT Support

# of Open Positions:

Faculty/Service - Department:

Facilities and Risk Management, IT Solutions

Campus:

Main Campus

Union Affiliation:

UOITP

Date Posted (YYYY/MM/DD):

2026/10/01

Applications must be received BEFORE (YYYY/MM/DD):

2026/10/12

Hours per week:

Salary Grade:

UOITP Grade 10

Salary Range:

$82,450.00 - $102,514.00About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Product 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. Regularly interacts with clients to manage all problems including fixing technical faults, fulfilling a service requests and answering queries; anything that is needed to allow the users to return to work. Ensures that documentation, information, user guides, frequently asked questions, and knowledge base, problem management system database as well as self-serve information are developed, maintained and tested.

In this role, your responsibilities will include:

Client Communication: Establish and maintain regular communication with clients; keep users informed of progress on their incidents/service requests, and notify them of impending changes or scheduled outages with collaboration with Infrastructure group, etc. Close all resolved incidents, requests and other calls. Conduct customer/user satisfaction call-back/surveys as per agreed upon standards. Update the Configuration Management System (CMS). Report to senior managers on any issue that could significantly impact the business. Attend Change Advisory Board Meetings; ensure that proposed changes are consistent with maintaining required service levels. Take overall responsibility for incident and service request handling. This could also be expanded to any other activity such as monitoring certain classes of event. Produce statistics and management reports to improve service quality.
CMS: Update the Configuration Management System (CMS). Report to senior managers on any issue that could significantly impact the business. Attend Change Advisory Board Meetings; ensure that proposed changes are consistent with maintaining required service levels. Take overall responsibility for incident and service request handling. This could also be expanded to any other activity such as monitoring certain classes of event. Produce statistics and management reports to improve service quality.
Training and Documentation: Organize staff training and awareness sessions. Develop and maintain documentation, information, user guides, frequently asked questions, knowledge base and problem management system database. Liaise with “Super Users” to facilitate communication between IT and the business at an operational level. Communicate service level agreement levels to users to ensure a common understanding and to manage client expectations
Incident Management: Drive the efficiency and effectiveness of the incident management process. Monitor the effectiveness of incident management and make recommendations for improvement; follow up on recommendations through implementation phase. Develop and maintain the incident management systems. Manage major incidents; inform other resources, keep all stakeholders informed, follow-up and conduct post-mortems. Develop and maintain the incident management process and procedures Triage incidents to the appropriate application manager depending on their area of expertise for further investigation.
Problem Management: Liaise with all problem resolution groups to ensure swift resolution of problems within SLA targets. Develop and maintain the Known Error Database (KEDB) Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations, especially with regard to resolving problems and providing problem-related information and data. Event Management; Detect events, analyses them, and determine the appropriate control action.

What you will bring:

University degree in Computer Sciences or Information Technology or a related field or an equivalent combination of education and experience.
Minimum three (3) to five (5) years of experience supporting large enterprise systems in a multiplatform environment.
Knowledge of programming and operating system principles.
Knowledge of supported applications and business processes
Knowledge of computer security and access principles and best practices.
Experience in a customer service environment.
Experience with the configuration of complex servers and systems.
Experience in virtualization technologies, storage, and systems administration.
Analytical skills to diagnose and repair system problems.
Organizational skills to prioritize work and meet multiple strict deadlines.
Bilingualism – French and English (spoken and written).

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.

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More about this job

Responsibilities

The incumbent serves as the central resource for enterprise system problems, responsible for restoring normal service and managing incidents. They also develop documentation, maintain knowledge bases, and facilitate communication between IT and business stakeholders.

Requirements

Candidates must hold a university degree in Computer Science, Information Technology, or a related field. A minimum of three to five years of experience supporting large enterprise systems in a multiplatform environment is required, along with bilingual proficiency in English and French.

Skills

Incident management
Problem management
Enterprise systems
System administration
Virtualization
Storage management
Technical support
Customer service
Documentation
Configuration management
Analytical skills
Bilingualism
Operating systems
Computer security
Change management

Benefits

Health benefits
Professional development opportunities

Visa sponsorship

Not detected in the job text

Keywords

IT Support
Enterprise Systems
Incident Management
Problem Management
CMS
KEDB
SLA
Virtualization
Storage
System Administration
Computer Security
Change Advisory Board
Bilingual
Higher Education
Technical Support
Multiplatform Environment

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