Application Analyst - Intermediate

Job Location: Edmonton, AB

Job Type: Contract

Job Overview:

Requirement/Must Have:

• University degree, diploma, certificate in Information Technology or related discipline with relevant Application Analyst experience, or equivalent years of experience.
• Minimum experience with ServiceNow or similar ticket management systems for Change Management, Incident Management, and Service Requests.
• Experience working in Agile/Scrum delivery environments.
• Experience planning and monitoring User Acceptance Testing (UAT).
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work independently and collaboratively within cross-functional teams.
• Ability to manage multiple priorities, stress, and conflict effectively.

Experience:

• Experience supporting ITSM transitions and service management processes.
• Experience coordinating major incidents and operational issue resolution.
• Experience facilitating change and release management activities.
• Experience gathering and documenting business and technical requirements.
• Experience working with external vendors and internal product teams.
• Experience maintaining documentation, knowledge management systems, and user guides.
• Experience supporting cloud and data platforms such as Azure, AWS, or Snowflake.
• Experience supporting data governance, reporting, and dashboard initiatives.
• Experience working in regulated environments such as government, healthcare, legal, finance, or compliance sectors preferred.
• Experience with data warehouses and reporting tools preferred.

Responsibilities:

• Lead the transition from ad-hoc support processes to standardized ITSM frameworks.
• Design and support workflows for incident management and service request tracking.
• Coordinate communication and resolution efforts during major incidents affecting court operations.
• Facilitate change management and release processes to minimize operational risks.
• Gather and document requirements from court staff, Justices, and other stakeholders.
• Monitor vendor and product team deliverables to ensure SLA and quality compliance.
• Establish and maintain centralized knowledge management resources and documentation.
• Ensure compliance with judicial confidentiality, security, and data governance requirements.
• Support cloud and data platform activities including access audits and reporting oversight.
• Oversee migration of applications and data between environments and cloud platforms.
• Analyze workflows and recommend operational and process improvements.
• Participate in disaster recovery planning and business continuity testing activities.
• Prepare analytics, reports, and status updates for executive stakeholders.
• Support Agile delivery activities including enhancements, operational support, and sprint initiatives.

Should Have:

• Ability to learn quickly and adapt to changing technical environments.
• Strong organizational and stakeholder management skills.
• Ability to translate technical information into business-friendly reporting.
• Strong focus on service delivery and operational excellence.

Skills:

• ServiceNow.
• Jira.
• ITSM.
• Incident Management.
• Change Management.
• Service Request Management.
• Agile/Scrum.
• User Acceptance Testing (UAT).
• Business Analysis.
• Vendor Management.
• Knowledge Management.
• Data Governance.
• Snowflake.
• Azure.
• AWS.
• Reporting and Analytics.
• Data Warehousing.
• Documentation Management.
• Disaster Recovery Planning.
• Process Improvement.

Qualification and Education:

• University degree in Information Technology or related field with 3 years of Application Analyst experience.
• 2-year diploma in Information Technology or related field with 5 years of Application Analyst experience.
• 1-year certificate in Information Technology or related field with 6 years of Application Analyst experience.
• 7 years of Application Analyst experience.