Application Support Analyst – ServiceNow/SharePoint

Are you a bilingual IT support professional with an active Secret Clearance looking for a prime contract in Downtown Ottawa? Do you have a knack for crushing ticket backlogs and navigating Government of Canada corporate applications seamlessly? Do you want to step away from hardware deployments, laptop imaging, and printer jams to focus 100% on application and information management support? .... If you answered yes, Randstad has the perfect exclusive opportunity for you!

We are actively seeking a Helpdesk Specialist (IM Support) for an exclusive 6-month contract with a high-profile federal government dept. In this role, you will serve as a critical, client-facing resource dedicated to stabilizing Information Management (IM) Operations and aggressively reducing a ServiceNow ticket backlog. You will act as the go-to corporate application expert for internal users, guiding them through system tools and ensuring data is managed according to governance standards.

100% Application Focused: Say goodbye to physical asset tracking. Your day-to-day is entirely focused on providing high-volume user support for ServiceNow, SharePoint, and GCDocs.

You will collaborate directly with Technical Teams and the IM Operations Team Lead to troubleshoot permissions, manage document libraries, and streamline service delivery. This requirement is moving fast. By applying now, you jump into our priority queue ahead of the formal intake process.If you are solution-oriented, service-focused, and ready to make an immediate impact this June, apply today!

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

Responsibilities
- 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.

Qualifications
- Valid Secret security clearance, fluent bilingualism (English/French), and the ability to commute within the NCR for on-site 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.

Summary
If you meet the above-listed criteria, register for a Randstad account online if you have not yet registered, and please apply directly online. We appreciate all applicants and those interested in this opportunity, however, only those with relevant experience will be considered.

We look forward to hearing from you!

Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. Information received relating to accommodation measures will be addressed confidentially.

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.