Analyst - Enterprise Support - JWS (35hrs)

at  Halton District School Board

Position: Enterprise Support Analyst
Salary Range: Band 4 - 63,437.00 - 75,647.00
Location: Information Technology, J.W. Singleton Education Centre
Work Schedule: 35 hours/week, 12 months/year
Effective Date: As Soon As Possible

POSITION SUMMARY:

The Analyst - Enterprise Support position is responsible for the end user support of enterprise software (over 60 applications), testing, issue resolution, vendor escalation and enhancement to support board needs. Creation of training material (technical and end user) and participate in training sessions to board staff (virtual, in person, phone). First level response for security incidents and supporting end users in remediation, escalating to information services staff as needed. Maintains the boards Identity & Access system providing secure access to applications and board staff. Resolves staff, student and external contract access issues. Working with the Information Services team to assist in the implementation of new and enhanced technologies and build knowledge items to support the system.
The HDSB recently introduced a Work from Home Administrative Procedure. In accordance with this Administrative Procedure and with the approval of the immediate supervisor, employees who work at HDSB administrative sites may work from home for up to 50% of their regularly scheduled hours. The HDSB offers funding for professional development in accordance with the Terms and Conditions of Employment for management and administration support staff.

MINIMUM QUALIFICATIONS:

3 year College Diploma in a Information Technology or related field
ISC2 CC (Certified in Cybersecurity)
Google WorkSpace Level 2
Knowledge of MFIPPA and PHIPA legislation
Strong technical skills and ability to quickly learn new technologies
Strong troubleshooting and problem solving skills
Critical thinking when identifying access and security issues
Excellent documentation skills - technical and non-technical
Experience in providing training sessions - virtual and in person - and building training material
Experience in a school/board environment is an asset.
Knowledge of modern Service Desk systems and experience with Call escalations.
Strong customer service and time management skills.
Knowledge of active directory and understanding of identity and access.
Excellent communication skills, both written and verbal.
Experience dealing with and handling confidential resources.
Knowledge of Microsoft Identity Manager is an asset.

PREFERRED QUALIFICATIONS:

3 year College Diploma in a Information Technology or related field with Privacy and Security focus
Certifications or Designations Preferred: Google Admin Level 2+ and OASBO Certificate in Privacy and Information Management
Applications, along with your resume and other supporting documents must be submitted through Apply to Education – https://hdsb.simplication.com/WLSBLogin.aspx?returnurl=%2f by Thursday May 9th 2024 at 4:00pm
Job Category: Management & Professionals - Job Code #3739536
We thank all applicants for their interest in opportunities with the Halton District School Board. Contact will be made with applicants whose experience and qualifications most closely match the requirements of the position. Communication with short-listed applicants will be made through the email address provided on the applicants’ Apply To Education profile page.
First consideration for posted vacancies will be given to qualified applicants from the employee group in which the vacancy occurs.

Manage identity related issues for Staff, Students and external consultants, supporting users in accessing board resources in a secure manner
Investigate reports of access issues/events or potential account compromise. Implement mediation and escalate as needed for further investigation and incident response tracking
Maintain the boards Identity & Access management application ensuring staff roles and application access meet board and application needs
Ensure timely access to board resources, working with central departments to minimize delays in account creation and application access for Staff and Students
Manage location access for applications and building security in conjunction with Facility Services
Collaborate with enterprise application functional leads to support end users and represent board technical requirements
Work with vendors to investigate technical issues and provide input to enhancements to meet board needs
Provide support to board staff - phone, virtual, email, in person - for enterprise application, security and technical questions. Escalating and collaborating as needed with other members of the information services or other departments
Provide guidance to board staff on educational tools and software supported through the software catalogue
Provide end user support - technical and functional - to all board staff and indirect to students, parent/guardians
Productivity suite consists of boards - calendar, email, virtual meeting, learning management system (Elementary), documents, spreadsheets, presentation, forms, LMS
Monitor and analyse impact of changes to existing processes and protocols communicate changes/enhancements to end users
Investigate and resolve issues analyzing for potential security/privacy impact, escalating as needed for further investigation
Provide direct support to board staff and indirect support to students and parent/guardians
Monitor service request system (ITSM) and ensure timely response to inquiries and escalation to appropriate teams/departments to support issue resolution
Prioritize support and project requests based on knowledge of system timelines, critical path and impact to board
Creation of documentation technical and non technical documents for board staff and students
Create documentation to support end users, provide training sessions working with the functional leads