Web Support Analyst

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Summary

Provide support services for McGill’s central websites and advocate for users as part of the platform’s ongoing development and management.

Duties and Responsibilities

Troubleshoot and restore functionality to supported web platforms by analyzing, identifying, diagnosing, and documenting faults and symptoms,

Manage incidents and requests from users via IT service management (ITSM) processes, in collaboration with the Service Desk and via individual consultations,

Help plan and test platform enhancements and bug fixes, including coordination with end users, to verify issues and validate corrections,

Perform root cause analysis and propose feature enhancements to aid platform development and maintenance,

Review websites and advise content managers on web publishing best practices and McGill’s digital standards, including relevant digital accessibility and branding guidelines,

Manage client relationships, including via communication strategies, change management processes, and engagement events,

Act as a subject matter expert for web site managers with varying levels of expertise, and as a representative of these users in team planning activities,

Produce and review end-user documentation and training materials, and otherwise assist in raising the level of our user community’s expertise,

Review, design, and improve relevant business processes,

In general, contribute to an excellent experience for both web content managers and visitors.

Requirements

Education: Undergraduate degree

Experience: 3 years’ related experience

Desired: Four-year degree in Communications, Information Systems Management, Computer Science, or equivalent experience

Skills & Experience

Experience with Drupal or other enterprise level web publishing platforms,

Experience in production management and web page design, information architecture, and related best practices,

Knowledge of web usability and W3C accessibility guidelines,

Knowledge of HTML, CSS, and basic JavaScript,

Familiar with SEO and web analytics, including tools such as Google Analytics,

Knowledge of Agile project management and productivity tools such as Jira, Confluence, and ServiceNow,

Demonstrated ability to resolve complex issues reported by users, including thoroughly investigating technical issues,

Demonstrated ability to support end users via training and by guiding them through the process of submitting a complete incident report,

Experience creating test plans, documenting technical issues, and performing quality assurance testing,

Ability to communicate clearly and concisely, particularly when explaining technical issues to non-technical colleagues,

Experience producing documents, presentations, spreadsheets, images, and reports,

Demonstrated effective project planning skills,

Demonstrated ability to work on multiple projects and manage deadlines,

Able to adapt to new technologies and propose creative innovations,

A very strong customer service approach,

Able to work independently and as part of a team,

Attention to detail and strong problem-solving skills,

English, spoken and written; French spoken and read.

Before applying, please note that to work at McGill University, you must be both authorized to work in Canada and willing to work in the province of Quebec at the campus where the position is based / located.

Knowledge of English: McGill University is an English-language university where day to day duties may require English communication both verbally and in writing. The level of English required for this position has been assessed at a level # 4 on a scale of 0-4.

For a definition of our language proficiency levels, please click here.

McGill University is committed to equity and diversity within its community and values academic rigour and excellence. We welcome and encourage 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 engage productively with diverse communities.

At McGill, research that reflects diverse intellectual traditions, methodologies, and modes of dissemination and translation is valued and encouraged. Candidates are invited to demonstrate their research impact both within and across academic disciplines and in other sectors, such as government, communities, or industry.

McGill further recognizes and fairly considers the impact of leaves (e.g., family care or health-related) that may contribute to career interruptions or slowdowns. Candidates are encouraged to signal any leave that affected productivity, or that may have had an effect on their career path. This information will be considered to ensure the equitable assessment of the candidate’s record.

McGill implements an employment equity program and encourages members of designated equity groups to self-identify. It further seeks to ensure the equitable treatment and full inclusion of persons with disabilities by striving for the implementation of universal design principles transversally, across all facets of the University community, and through accommodation policies and procedures. Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, .

All qualified applicants are encouraged to apply; however, in accordance with Canadian immigration requirements, Canadians and permanent residents will be given priority.

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