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    Academic Systems Analyst - Calgary, Canada - SAIT

    SAIT
    SAIT Calgary, Canada

    1 week ago

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    Description
    SAIT's Information Technology Services department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus. The Opportunity Reporting to the Supervisor, Academic Services, the Academic Systems Analyst will work as part of the Information Technology Services department and will be responsible for managing and maintaining, observing, and monitoring the academic computer systems that deliver applications to students. Duties for this position include planning, implementing, troubleshooting problems, and carrying out system upgrades for on-prem application servers and SaaS platforms. The incumbent will work on minimizing customer down-times and acts as an escalation point if the issues cannot be resolved. They will also be responsible for effectively and efficiently escalating technical issues to other ITS groups, collaborating with other support teams, and creating and implementing efficiencies to meet service level targets. Proactive monitoring of all delivery environments will be key to instructional readiness and mitigating loss of student classroom hours.

    The Role

  • Assess new server and client software installation with stakeholders, vendors, to ensure compliance with server, network, license, and security requirements
  • Request provisioning of new server and storage environments based on system requirements and best practice
  • Perform server software and license installation, configuration and testing in all server environments
  • Perform ongoing software maintenance and security updates
  • Manage documentation of server applications, configurations, license information and troubleshooting steps for common problems
  • Work closely with Software Asset Management team to identify application license changes that may impact client-side installations
  • Observe and monitor all academic physical and virtual servers for outages and respond to bring services back online
  • Upgrade, decommission end-of-life software and server versions
  • Collaborate with Academic Application Specialists to ensure client-side installation and configuration can communicate to application / license servers
  • Administer and support SaaS solutions, provision access, monitor platform performance and report usage metrics
  • Create user-guides for SaaS solutions
  • Troubleshoot technology issues and implemented solutions through coordination with vendors and SAIT stakeholders
  • Provide technical advice through identification of requirements, alternatives, and present recommendations to support unique hardware and software applications in classrooms
  • Work with Academic Solutions team to investigate new emerging technologies to enhance the learning experience
  • Collaborate with other technical teams to recommend modifications to infrastructure to support course delivery ( network port additions, appropriate VLAN configurations and port openings)
  • Monitor, prioritize and respond to service tickets that have been escalated by the Service Desk or other ITS teams
  • Monitor Endpoint Manager operations environment to ensure delivery of client-side application licenses
  • Advise the Application Packager and Academic Application Specialists what applications require packaging and updates including documentation of how the application is installed
  • Complete application User Acceptance Testing (UAT) before deployment to production environment
  • Create server test environments for solutioning and proof-of-concepts
  • Partake in professional development opportunities to upgrade skills that support ITS delivery of technology within the classroom
  • Create technical documentation, and train technical staff on new system deployments
  • Collaborate and mentor peers to facilitate cross training of information
  • Consult with SAIT stakeholders to forecast future technology needs.

    • Qualifications & Experience

  • Minimum Required
  • 2-year Post-Secondary Diploma or equivalent experience
  • 3-5 years of Windows OS support, troubleshooting software and hardware issues with good understanding of Windows Server
  • 3-5 years of supporting industry specific applications in a post-secondary environment and good understanding of client-side software installations
  • ITIL Foundations or other best practices in IT service management
  • Experience using enterprise network deployment tools, such as Microsoft Configuration Manager and Intune
  • Experience with IT Service Management ticketing systems, such as ServiceNow
  • Experience with PowerShell and other scripting language
  • Experience working in a data center
  • Microsoft and virtualization certifications are an asset
  • Preferred
  • 4-year Post-Secondary Degree in Information Technology or equivalent experience
  • 5+ years of Windows OS support, troubleshooting software and hardware issues with advance knowledge of Windows Server
  • 5+ years of supporting industry specific applications in a post-secondary environment and deep understanding of client-side software installations
  • VMware Certified Professional or equivalent certification from other VDI solution providers
  • Advance knowledge of VMware vSphere environments; ESXi, vCenter Server
  • Experience with Microsoft Hyper-V virtualization environment
  • Experience managing Active Directory users and computers, Group Policies
  • Experience with IT Service Management ticketing systems and a sound understanding of requests, incidents, problems and change ticket categories
  • Experience working in a data center, possess a strong understanding of access control methods and why they are implemented
  • Experience with server upgrades and project lifecycles
  • Knowledge and Skills Required
  • Thorough understanding of server license managers and all installation types
  • Knowledge of local area networks (LANs), virtualized environments, system observation and monitoring
  • Knowledge of SaaS cloud management and provisioning, Active Directory and Group Policy
  • Demonstrated critical thinking, analytical skill with the capability of making appropriate judgement calls in a variety of technology support situations
  • Ability to communicate affectively across teams and other business units at all levels
  • Ability to collaborate and work effectively within a team environment
  • Excellent written and verbal communication skills
  • Ability to react quickly under high levels of support requests and adjust priorities accordingly
  • Strong attention to detail and problem-solving capabilities
  • Good time management skills
    • Job classification : TECHNICAL SYSTEMS ANALYST I - P2064 Salary range: $80,000 - $85,000 Paid Leave: 4 Weeks Vacation / 14 Flex Days per year Hours Per Week: Posting closing date: June 17th, 2024 View a summary of our for salaried employees as one of Alberta's Top Employers, including health & dental care, pension plan, vacation & special leave and flexible work options at our beautiful inner-city campus. About SAIT SAIT is a global leader in applied education. Named one of , we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers. Building on our 100+ year history, we're looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.Equity, diversity and inclusion (EDI) is essential to achieving SAIT's vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about . BEWARE FALSE POSTINGS AND RECRUITING OFFERS SAIT has been made aware of individuals or organizations posing as SAIT using false postings to attract job seekers and collect personal information. Please be aware that SAIT will never request sensitive personal information beyond what is required for an application. Career opportunities at SAIT will always be posted on the SAIT career site and we encourage applicants to only apply directly through there. When your application is completed you will receive an email confirmation, if you did not receive one please check your junk mail or try applying through the SAIT career page again.
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