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Application Support Analyst – ServiceNow/SharePoint

Canada, Ottawa · Job Posted June 01, 2026
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Job Responsibility

  • Act as a primary, client-facing point of contact for internal users on Information Management (IM) Operations issues
  • Investigate, analyze, and resolve IM Operations ServiceNow tickets efficiently under time-sensitive conditions
  • Support the active reduction of the ServiceNow ticket backlog while managing ongoing ticket intake
  • Provide clear direction and guidance to clients regarding standard IM tools, policies, and best practices
  • Deliver comprehensive SharePoint user support, troubleshoot technical issues, manage document libraries, and handle user permissions
  • Support users navigating the GCDocs environment, ensuring compliant document classification, storage, and file retrieval
  • Analyze unique or trending IM-related issues to propose and execute practical, solution-oriented outcomes
  • Collaborate closely with the IM Operations Team Lead and technical teams to ensure clear service expectations are met
  • Coordinate directly with the technical team on complex, system-related issues and collaborate with IMTD stakeholders
  • Document successful resolution approaches and track recurring user issues where applicable.

Requirements

  • Valid Secret security clearance
  • fluent bilingualism (English/French)
  • ability to commute within the NCR for hybrid work
  • proven experience using ServiceNow (or a similar ticketing system) to manage high-volume user requests and drive down ticket backlogs
  • hands-on experience troubleshooting SharePoint (permissions, document libraries) and navigating GCDocs (classification, storage, and retrieval)
  • experience working in an IM operations role or a highly structured/regulated corporate environment
  • strong interpersonal skills with a service-oriented mindset, comfortable guiding internal users on IM policies and software tools
  • Education: High School diploma, Professional Certification, College Diploma, or University Degree.

What we offer

  • Strong Team Environment
  • Competitive pay
  • Monday to Friday work, no weekends or evening
  • Short term contract with longer term potential

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