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