Application and Infrastructure Analyst III Job Listing at City of Edmonton in Edmonton, AB (Job ID 52737)

Description

Are you an experienced IT professional driven by operational excellence and leadership? The City of Edmonton is looking for a highly skilled Application Infrastructure Systems (AIS) III to lead our vital Service Desk and Desktop Support teams. You'll be the Subject Matter Expert (SME), leveraging your deep technical knowledge to plan, coordinate, and deliver essential IT services, shaping our technology roadmaps and executing complex solutions. Beyond your technical expertise, you'll lead and mentor your teams, ensuring high standards and deadlines are met while contributing to the City's critical operations. If you're ready to make a significant impact, we encourage you to apply.

What will you do?

• Provide expert knowledge across multiple technologies, offer operational support for complex solutions, assess deployment risks, and stay current on emerging tech. You'll resolve escalated service issues and contribute to future planning
• Offer organizational leadership by promoting specialized knowledge and maintaining a network of experts. You'll also contribute to professional development planning across the organization
• Apply technical expertise to operational procedures, using analytics to monitor call volumes and performance. You'll focus on customer service, ensuring call quality and first-call resolution, while balancing key performance indicators like average handle time and service levels
• Lead comprehensive systems planning, including operational procedures and roadmaps. You'll manage and coordinate implementation and maintenance, prioritize tasks, monitor progress, and ensure quality assurance
• Provide expert guidance on adopting methods and tools, ensuring adherence to policies and standards. You'll select and implement appropriate tools, manage reviews of their value, recommend improvements, and contribute to organizational guidelines, all while leveraging analytics for reporting and forecasting
• Lead and develop your team by problem-solving, managing resources, and overseeing performance and attendance. You'll foster a safe and respectful work environment, mentor staff, maintain open communication channels, and ensure understanding of City policies
• Identify and manage resources for IT systems and services, engaging with senior stakeholders to ensure service levels and data integrity are met. You'll take responsibility for budgeting, planning, and monitoring performance to align support services with business goals, while also developing new support methods and capabilities
• Other related responsibilities