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