Posting Reason:
New Position

Job Type:
Employee

Anticipated Duration in Months (for contracts and temporary assignments):
12

Job Family:
IT Support

# of Open Positions:
1

Faculty/Service - Department:
IT Collaborative Services

Campus:
Main Campus

Union Affiliation:
UOITP

Date Posted (YYYY/MM/DD):
2026/07/16

Applications must be received BEFORE (YYYY/MM/DD):
2026/07/27

Hours per week:
35

Salary Grade:
UOITP Grade 10

Salary Range:
$82,450.00 - $102,514.00

Position Purpose
Reporting to the Senior 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:

• 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.
• 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.
• Service Desk Management: Act as support analyst for Enterprise applications and incidents throughout their lifecycle. Maintain a system to track issues, problems, fixes and solutions; log all relevant incident/service request details, allocate categorization and prioritization codes. Assess the severity of problem on the organization and escalates the problem accordingly. Provide second-line investigation and diagnosis; resolve incidents/service requests.

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).

#LI-Hybrid #LI-DP1

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.