Technical Analyst

We are seeking a dedicated and client-focused Technical Analyst for an enterprise-level contract opportunity based in Toronto. In this role, you will take on a key application support and site administration capacity, specializing in the rollout, ongoing operation, and stabilization of enterprise Microsoft 365 and SharePoint document management solutions.

As a principal technical analyst, you will bridge the gap between business end-users, project rollout leads, and technical engineering teams. Operating within a fast-paced environment, you will lead tiered incident triage, resolve user issues through ServiceNow ticket management, perform root-cause analysis, and enforce document governance baselines. This position is ideal for an experienced support analyst who can deliver targeted user guidance, author knowledge base documentation, and drive continuous service improvements across enterprise collaboration platforms.

Location: Toronto, ON

Assignment Type: Hybrid / Onsite

Contract Duration: 6-month contract (with potential 2-month extension)

Advantages
Enterprise M365 & SharePoint Scope: Deliver end-to-end support, permissions management, and administration for modern SharePoint Online sites and document repositories.

Service Delivery Modernization: Manage incident triage, root-cause analyses, and ticket resolution workflows using industry-leading ITSM tools (ServiceNow).

Rollout & Stabilization Leadership: Play a hands-on role supporting organization-wide platform implementations, user onboarding, post-migration issue resolution, and steady-state transitions.

Focus on Client Satisfaction: Develop user training, author knowledge base documentation, and analyze service metrics to promote solution adoption and continuous improvement.

Responsibilities
Provide tiered application support for the enterprise M365 and SharePoint environment, including incident triage, root-cause issue analysis, and resolution.

Manage, track, and document user-reported support tickets through ServiceNow, ensuring timely closure in accordance with service level agreements.

Perform day-to-day administration for SharePoint sites, managing user access permissions, group inheritances, site configurations, and document library content structures.

Advise end-users on SharePoint site usage, document management best practices, and organizational governance standards.

Support enterprise-wide platform implementation and rollout activities, assisting with user onboarding, post-deployment stabilization, and post-migration fix validations.

Perform root-cause analysis on complex incidents and coordinate technical escalations with specialized engineering squads as required.

Collaborate with project and technical teams to identify adoption challenges, evaluate support risks, and mitigate user pain points.

Author, maintain, and update technical support documentation, standard operating procedures, and self-service knowledge base articles.

Deliver targeted user guidance and support sessions to promote platform adoption and effective tool utilization.

Track support metrics, identify recurring incident trends, and present recommendations to leadership for continuous service enhancements.

Qualifications
Core Requirements & Support Experience
Education: University degree or Community College diploma in Computer Science, Information Technology, or a related technical discipline (or equivalent professional experience).

Application Support Tenure: Minimum 3 to 5 years of experience providing application support within an enterprise environment.

M365 & SharePoint Online Expertise: Demonstrated hands-on experience supporting Microsoft 365 and SharePoint Online, including user support, site configuration, permissions management, and issue resolution.

ITSM & Ticket Management: Hands-on experience utilizing enterprise ITSM tools (such as ServiceNow) for ticket tracking, documentation, and service delivery.

Migration & Rollout Support: Proven experience supporting platform migrations, enterprise deployments, user onboarding, and post-implementation environment stabilization.

Soft Skills & Client Engagement
Consultative Communication: Exceptional written and verbal communication skills with the ability to explain complex technical concepts clearly to non-technical users.

Client Engagement & Service Quality: Strong client-facing orientation with a focus on service quality, responsiveness, client satisfaction, and continuous process improvement.

Organization & Collaboration: Strong organizational and multi-tasking abilities to manage competing priorities independently and collaboratively within cross-functional teams.

Summary
If you're interested in the "Technical Analyst" role based in Toronto, we encourage you to apply online at www.randstad.ca.
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.