The City of Edmonton's Open City and Technology branch is seeking a service-oriented and technically skilled individual to join our Integrated Technology Solutions team. As an Application & Infrastructure Analyst I, you will play a crucial role in the hands-on delivery and maintenance of IT applications, infrastructure, and services that support the entire organization. This position is an excellent opportunity for an IT professional looking to apply their broad technical knowledge in a dynamic and large-scale environment.This position is a hands-on technical role focused on the delivery, maintenance, and support of applications and infrastructure. The primary purpose of this role is to ensure the integrity and health of the Configuration Management Database (CMDB) and related systems, including ServiceNow, BMC Remedy, BMC CMDB Portal, and BMC Discovery. This position requires general knowledge of various technology stacks and a focus on operational support, including troubleshooting and proactive monitoring. The incumbent will be responsible for low-risk, support-related projects and will adhere to established work plans and standards. The role involves limited long-range planning but is critical in maintaining the operational performance of key systems. The position requires independent work within a single technology under moderate supervision, with contact primarily focused on internal information exchange.What will you do?Maintain the accuracy, completeness, and consistency of configuration items (CIs) and their relationships within the CMDBPerform hands-on administration tasks, including data import, normalization, and reconciliation to ensure data integrityMonitor system logs and dashboards to proactively identify and resolve issues impacting CMDB performanceCreate and manage reports on CMDB data quality and complianceIntegrate CMDB with other IT tools to support a unified view of the IT environmentProvide operational support for applications and infrastructure, including monitoring ticket queues and performing triageTroubleshoot and resolve incidents and service requests escalated from the help deskAssist with executing planned enhancements, maintenance, and support activities for various IT servicesConduct hands-on testing and pre-user acceptance testing for system patches and updatesPerform diagnostic and problem-solving activities to restore service and implement remedial proceduresParticipate as a team member on small- to medium-sized projects, adhering to defined work plans and project deliverablesCollaborate with senior staff or project managers to assist in systems analysis and solution deliveryDevelop and maintain technical documentation, including operational performance requirements, database standards, and system proceduresResearch and evaluate computer-based systems and technologies to provide input on solution design and implementationProvide mentorship and cross-training to less experienced staff within the teamDevelop training materials for new enterprise systems to be delivered to a City-wide audienceCollaborate extensively with other support tiers and participate in Change Advisory Board (CAB) meetingsOther duties as assignedQualificationsA Degree in a related discipline and one (1) year of relevant experience; ORA post-secondary diploma in a related discipline and two (2) years of relevant experience; ORA one (1) year related certificate and four (4) years of relevant experienceTechnical experience in a computing environment similar to the City of Edmonton's, such as complex and diverse data, application, and technology environments, and hybrid environments of cloud and on-premise technologiesAssets:Technology-specific certifications and diplomas related to the workServiceNow Certified System Administrator (CSA)ITIL4 CertificationSkills required for success:General knowledge of IT applications and infrastructure, with specialized knowledge of Configuration Management principles and practicesStrong analytical, creativity, and problem-solving skills to manage complex data and system issues; excellent organizational skills to handle multiple tasks and deadlines; skillful application of troubleshooting and diagnostic techniquesAbility to work independently under moderate supervision and as part of a team; the ability to establish and maintain good working relationships with colleagues; the ability to provide guidance and direction to less experienced staff; strong communication skills to explain technical concepts to a variety of audiencesThe ability to analyze data, identify trends, and make recommendations for process improvementsThe ability to effectively collaborate with team members and communicate with stakeholders outside the immediate team for information exchangeKnowledge of ITIL processes and experience using tools like Remedy for incident managementAbility to rapidly absorb new technical information and apply it effectively in unfamiliar situationsAlignment to our Cultural Commitments and Leadership Competencies ( )Embracing a culture of equity, diversity, reconciliation and inclusionWork Environment:This position may be eligible for a hybrid work arrangement with the flexibility to work from both home and the worksite as per the Letter of Understanding between the City of Edmonton and Civic Service Union 52. The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance.The City of Edmonton values applicants with a diverse range of skills, experiences and competencies, and encourages you to apply. We strive to provide reasonable access and accommodations throughout the recruitment process. To request an accommodation, please contact . Learn more about our benefits1 temporary full-time position for up to 18 monthsin accordance with Article 18.02 of the Collective AgreementThis requisition is open to internal candidates only.Hours of Work: 40 hours per week.Salary Range: $44.816 - $56.472 (Hourly); $93,575.810 - $117,913.540 (Annually)Talent Acquisition Consultant: RD/SBEdmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.
