Help Desk Analyst Senior

Job Summary:
The Senior Application Support Analyst works directly with end users to troubleshoot technical issues create and process requests and support business teams. To be successful in this role this position requires strong political acumen written and verbal communication skills and extensive experience with stakeholder relations. The ideal candidate must be able to prioritize and manage workload effectively demonstrates independence in decisionmaking be selfmotivated and able to work independently.

Responsibilities:

• Receive and respond to inquiries related to applications supported by the Help Desk team.
• Respond to escalated inquires received by VIP team
• Assist users with creation of requests in BERNIE (ServiceNow) and follow up as needed
• Collaborate with business teams to migrate SP2016 sites to SharePoint Online
• Collaborating with stakeholders to gather requirements for SharePoint solutions and enhancements
• Managing SharePoint permissions user access and security settings
• Advise inquirers of any resolution to an inquiry.
• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution or forward pending inquiries to the next level of expert support.
• Work effectively through communication with technical and /or business teams to resolve client issues.
• Monitor the progress of proposed solutions while maintaining contact with the client so that they are also aware of the status of their inquiry.
• Test enduser solutions bugfixes and new features of applications to ensure they adequately address client concerns.
• Make arrangements with external stakeholders and internal staff for training and any other items as required.
• Maintain an understanding of applications to ensure maximum support effectiveness.
• Assign and maintain user IDs and passwords.
• Participate in related projects as required.
• Develop and maintain documentation as required.
• Communicating application errors found during call resolution and testing application when errors are resolved.
• Coordination of communication to external stakeholders other staff and to internal staff.
• Identification of future training needs.
• Regular status reports of all reported issues.

Requirements:

• Bachelor degree or diploma in IT Computer Science Math or Engineering or equivalent experience.
• Proposed resource has agreed to an Enhanced Security Check upon contract award. Must have the last 3 years continuous residency in either Canada or United States as minimum.
• Minimum 4 years of experience as an Application Help Desk Analyst in working with external stakeholders and providing assistance troubleshooting training to inquiries in largescale enterprise applications (information on applications supported must be included in claimed experience).
• Experience in user identity verification processes and maintaining user IDs passwords and accounts permission levels for business applications.
• Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy Cherwell MS Team Foundation Server Rational Clear Quest HEAT etc.
• Experience working directly with clients and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties.
• Experience working on supporting multiple applications for various stakeholders at one time.
• Experience working with Microsoft Office tool suites.
• Experience with the design development implementation integration and support of Microsoft SharePoint 2005 and higher.
• Excellent verbal and written communication skills and ability to interact professionally with a diverse group.
• The ability to learn quickly problem solve/troubleshoot work independently and in a team.
• Experience developing and delivering user manuals and training materials.
• Experience documenting user requirements business processes and workflows.
• Experience in planning/performing/monitoring User acceptance testing.
• Experience providing end user operational system support including data collection data editing data validation and data conversion within an enterprise system that contains user information.
• Experience supporting webbased systems with knowledge of various internet browsers using multiple devices including but not limited to: Internet Explorer Google Chrome Edge Firefox and Safari.

Whopper Technologies a minority womenowned enterprise is at the forefront of digital transformation technology excellence and business growth solutions. Specializing in talent mobilization and innovation we are dedicated to enhancing customer experiences across diverse sectors such as Information Technology Telecommunications Healthcare Engineering and the Public sector. With a focus on deploying toptier talent and fostering innovation we empower businesses to thrive and excel in a rapidly evolving digital landscape helping them reach new heights of success. Whopper Technologies is committed to fostering workforce diversity and is proud to be an equal opportunity employer.