Web Support Analyst (MR7901)

McGill University - Human Resources
NON-UNIONIZED POSITION
Position Title: 
Web Support Analyst (IST2E)
Position Summary: 

Provide production support services to users of McGill's central Web Production Services and technical advice and guidance relative to issues and problems involving user interface, browser, computing platform, devices and compatibility.

Primary Responsibilities: 
  • Troubleshoot and restore functionality by analyzing, identifying and diagnosing faults and symptoms
  • Produce, configure and provide access to websites supported by the central web publishing services
  • Create and configure and verify web spaces for the purpose of enabling the publication of content to the web.
  • Interface directly with the Service Desk and the development teams to ensure that all issues and requests are effectively resolved.
  • Participate in client consultations on new specifications or changes to existing websites when required
  • Communicate with clients on behalf of portfolio manager when required and when needed to document, verify and troubleshoot website issues.
  • Verify and document reported computer platform/web browser incompatibilities or other issues
  • Document bugs, issues, resolutions, testing results, etc. in ticket tracking tools
  • Advise on web usability and perform testing. Support Business Subject Matter Experts and users during user acceptance testing.
  • Participate in QA and testing of enhancements and new features.
  • Develop documentation on processes and technical instructions. Participate in the development and upkeep of knowledge base articles, user documentation and training materials as appropriate.
  • Manage requests for redirects to alternate URLs
Minimum Education & Experience: 

Undergraduate degree

Three (3) years' related experience

Other Qualifying Skills And/Or Abilities: 
Desired: Four (4) year degree (Undergraduate) in Web Production, Management Information Systems or Computer Science or equivalent experience. Experience with Drupal, WordPress, and other web publishing platforms. Experience with multiple computing platforms, devices, and web browsers. Experience in production management, web page design, HTML, and web graphics types and standards; knowledge of web usability and accessibility standards;Demonstrated knowledge of web standards, design/layout principles, and user experience concepts including aspects of user focused design, information architecture, user centered design, user testing, interaction design, and visual design. Knowledge of HTML, CSS, image and video formats are considered an asset. Demonstrated ability to help resolve complex issues as reported by clients and broad user base. Demonstrated ability to research technical issues using available tools such as web articles, wikis and documentation. Demonstrated effective communication, writing and planning skills. Demonstrated ability to work on multiple initiatives and to manage deadlines. Experience using a variety of desktop and browser-based tools, presentation tools, image manipulation software, office suites, spreadsheets and reporting tools. English, spoken and written. French spoken and read.
Reference Number: 
20-0610/MR7901
Reporting To: 
Portfolio Manager Web Production Services
Salary Range: 
(Grade 05) $63,140 - $78,920 (midpoint) - $94,700
Faculty/Unit: 
IT Services
Communications
Position Type: 
Full-Time
Hours Per Week: 
33.75
How To Apply: 

Please submit your cover letter and curriculum vitae, clearly indicating the reference number, to IT Services:

Fax

(514) 398-4451

Email

careeropportunity.its [at] mcgill.ca

*Current employees: please indicate your McGill ID number in your application.*

We thank all applicants for their interest in McGill University. However, IT Services will only contact applicants selected for an interview.

The masculine is used to lighten the text, without prejudice to the feminine form.

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