IT Analyst II

Reporting to Manager IT - Provincial Workforce Systems DevOps, an IT Analyst will provide an intermediate level of knowledge and industry experience for supporting cloud applications such as ServiceNow Management System, Electronic Document Management System. The incumbent must interpret the strategic direction of the organization and external industry trends to provide technological direction and recommend best practices within ‘Provincial workforce Systems DevOps’ team and to the business client with the goal of improving business processes and the quality of services offered. This incumbent will be responsible for: Responsible for the design, development, and maintenance of the ServiceNow to support various business processes within the organization. Works closely with stakeholders to understand their requirements and configure ServiceNow to meet those needs. Experience in designing and implementing custom applications on the ServiceNow platform tailored to unique business requirements. Create or enhance various ServiceNow components such as business rules, flow designer, workflow, request catalog, client script, script include, UI policy, UI action, etc. Perform data imports, exports, and audits as needed. Collaborate with business and other IT teams to integrate ServiceNow with other systems and applications, ensuring seamless data exchange Work with business teams to identify opportunities for automation and create automated workflows and processes within ServiceNow to streamline tasks and improve productivity. Provide support to end-users, addressing issues and troubleshooting problems related to the ServiceNow platform. Fully Capable of leading self with minimum direction from the Manager/Team Lead. Ability to set & meet personal deadlines and adapt to changes in priority. Don’t hesitate to take on new challenges and responsibilities.

As an IT Analyst II, you will provide technical support related to information technology applications either directly to users of the systems or to service delivery functions. You will ensure reliable operations of information systems, resolve complex technical problems, find solutions to customer needs, and lead projects and program initiatives. You will be responsible for more advanced application, telecom or technology support duties. You will investigate, diagnose, and resolve complex problems that have typically been escalated several levels before assignment to this position, and will translate business requirements into technical requirements for a solution and recommend a potential approach to the vendor. You will analyse the solution provided to ensure that it fits both technical requirements and business needs. You will also spend time on project or initiative leadership and delivery.

Completion of bachelor's degree in Computer Science or Information Technology or equivalent.

Bachelor’s degree in computer science or computer Systems Technology Diploma with comparable experience. Minimum of 2 years’ working experience in managing/triaging/resolving 'Information Technology' tickets in various systems such as ServiceNow. In-depth troubleshooting knowledge of various browsers related problems for various applications such as ServiceNow and OnBase - Electronic Document Management System. Demonstrated communication, interpersonal, documentation and organizational skills. Strong customer service, communication, and relationship management skills. Ability to identify links between business strategy and technology solutions. Experience in troubleshooting Active Directory & privacy issues specific to supported applications. Able to prioritize workload and meet deadlines.

Previous working experience at AHS in supporting CORPORATE applications. Proficient in ServiceNow development, troubleshooting and Operational support. Experience in Change Management systems such as ServiceNow etc. Proficient in SDLC and ITIL methodologies.