Web Support Analyst (MT0736, IST2E, GR05)

Job Category: 
Term positions for Management and Professionals

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.

Duties and 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

Education and Experience:

Undergraduate Degree

Three (3) years’ related experience

Other Qualifying Skills and 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.

How to Apply:

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


McGill University, HR IT Services

688 Sherbrooke Street West, 16th floor

Montreal, Quebec

H3A 3R1


(514) 398-4451


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.

McGill applicants, covered by the McGill Non-Unionized, Non-Academic Personnel Policies and Procedures, must apply to a regular M and Excluded position within ten (10) working days of the date of publication to maintain internal priority.

McGill University hires on the basis of merit and is strongly committed to equity and diversity within its community. We welcome applications from racialized persons/visible minorities, women, Indigenous persons, persons with disabilities, ethnic minorities, and persons of minority sexual orientations and gender identities, as well as from all qualified candidates with the skills and knowledge to productively engage with diverse communities. McGill implements an employment equity program and encourages members of designated groups to self-identify. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, accessibilityrequest.hr [at] mcgill.ca or 514-398-3711.

IT Services
IT Communication Services
Salary Range: 
(Grade 05) $56,800 - $71,100 (midpoint) - $92,500
One (1) year
Reporting to: 
Portfolio Manager, Web Support Group
Reference no.: