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:

Facilities and Risk Management, IT Solutions

Campus:

Main Campus

Union Affiliation:

UOITP

Date Posted (YYYY/MM/DD):

2026/05/04

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

2026/05/15

Hours per week:

35

Salary Grade:

UOITP Grade 10

Salary Range:

$82,450.00 - $102,514.00

About Information Technology:

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

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:

• 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.
• CMS: 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 sta