Int. Application Support Specialist

RQ00538 - Int. Application Support Specialist (M365 & SharePoint, Service Now)

6-month contract (132 business days) - possible extension

Hybrid - 3 days in office, City Hall

Skill set/Qualifications:

• University or Community College diploma/degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience
• A minimum of three (3) to five (5) years of experience providing application support in an enterprise environment
• Demonstrated experience supporting Microsoft 365 and SharePoint Online, including user support, configuration, and issue resolution
• Proven experience performing incident triage, analysis, and resolution in a production environment
• Hands-on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets
• Strong working knowledge of SharePoint site administration, including: Permissions and access management (users, groups, inheritance); Site configuration, document libraries, and content structures; Support of collaboration and document management features
• Experience supporting SharePoint migrations, deployments, or organization wide implementations, including post deployment stabilization and issue remediation
• Ability to perform root cause analysis and coordinate issue escalation with technical teams
• Strong experience providing frontline user support and working directly with business clients
• Ability to clearly communicate technical issues and resolutions to nontechnical users
• Demonstrated focus on client satisfaction, service quality, and continuous improvement
• Experience developing and maintaining support documentation, procedures, and knowledge base articles
• Excellent written and verbal communication skills
• Strong organizational skills with the ability to manage multiple priorities in a fastpaced support environment
• Ability to work independently as well as collaboratively within a crossfunctional team

Deliverables:

The Application Support Specialist will deliver the following:

· Effective triage, resolution, and closure of SharePoint incidents and service requests in accordance with service level expectations

· Accurate and complete ServiceNow ticket documentation, including issue analysis, resolution actions, and client communication

· Ongoing SharePoint administration support, including permissions management, site configuration, and user access assistance

· Implementation and rollout support, including user onboarding, post‑migration issue resolution, and stabilization activities

· Maintained support documentation and knowledge base articles to support consistent service delivery

· Identification of recurring issues and trends, with recommendations for service improvements

· Periodic support metrics and status reporting, as required by the City

Must Haves:

• 3-5 years of experience providing application support in an enterprise environment
• Hands‑on experience using ITSM tools (e.g., ServiceNow or equivalent) to manage, track, and resolve support tickets
• Microsoft 365
  
• Strong working knowledge of SharePoint site administration, including: Permissions and access management (users, groups, inheritance), Site configuration, document libraries, and content structures, and Support of collaboration and document management features
• Experience supporting SharePoint migrations, deployments, or organization‑wide implementations, including post‑deployment stabilization and issue remediation
• Proven experience performing incident triage, analysis, and resolution in a production environment
• University or Community College diploma/degree in Computer Science, Information Technology, or a related discipline, or equivalent professional experience
  
  

Nice-to-have:

1. Public Sector Experience