Technical Business Analyst - GitHub, Bitbucket, ServiceNow & DevSecOps

Job Title

Technical Analyst – Enterprise-Level Contract

Toronto, Ontario, Canada

Hybrid / Onsite

6‑month contract (with potential 2‑month extension)

• Enterprise M365 & SharePoint Scope:
  Deliver end‑to‑end support, permissions management, and administration for modern SharePoint Online sites and document repositories.
• Service Delivery Modernization:
  Manage incident triage, root‑cause analyses, and ticket resolution workflows using industry‑leading ITSM tools (Service Now).
• Rollout & Stabilization Leadership:
  Play a hands‑on role supporting organization‑wide platform implementations, user onboarding, post‑migration issue resolution, and steady‑state transitions.
• Focus on Client Satisfaction:
  Develop user training, author knowledge base documentation, and analyze service metrics to promote solution adoption and continuous improvement.

• Provide tiered application support for the enterprise M365 and SharePoint environment, including incident triage, root‑cause issue analysis, and resolution.
• Manage, track, and document user‑reported support tickets through Service Now, ensuring timely closure in accordance with service level agreements.
• Perform day‑to‑day administration for SharePoint sites, managing user access permissions, group inheritances, site configurations, and document library content structures.
• Advise end‑users on SharePoint site usage, document management best practices, and organizational governance standards.
• Support enterprise‑wide platform implementation and rollout activities, assisting with user onboarding, post‑deployment stabilization, and post‑migration fix validations.
• Perform root‑cause analysis on complex incidents and coordinate technical escalations with specialized engineering squads as required.
• Collaborate with project and technical teams to identify adoption challenges, evaluate support risks, and mitigate user pain points.
• Author, maintain, and update technical support documentation, standard operating procedures, and self‑service knowledge base articles.
• Deliver targeted user guidance and support sessions to promote platform adoption and effective tool utilization.
• Track support metrics, identify recurring incident trends, and present recommendations to leadership for continuous service enhancements.

• Education:
  
  University degree or Community College diploma in Computer Science, Information Technology, or a related technical discipline (or equivalent professional experience).
• Application Support Tenure:
  Minimum 3 to 5 years of experience providing application support within an enterprise environment.
• M365 & SharePoint Online Expertise:
  Demonstrated hands‑on experience supporting Microsoft 365 and SharePoint Online, including user support, site configuration, permissions management, and issue resolution.
• ITSM & Ticket Management:
  Hands‑on experience utilizing enterprise ITSM tools (such as Service Now) for ticket tracking, documentation, and service delivery.
• Migration & Rollout Support:
  Proven experience supporting platform migrations, enterprise deployments, user onboarding, and post‑implementation environment stabilization.
• Soft Skills & Client Engagement – Consultative Communication:
  Exceptional written and verbal communication skills with the ability to explain complex technical concepts clearly to non‑technical users.
• Client Engagement & Service Quality:
  Strong client‑facing orientation with a focus on service quality, responsiveness, client satisfaction, and continuous process improvement.
• Organization &
  
  Collaboration:
  
  Strong organizational and multi‑tasking abilities to manage competing priorities independently and collaboratively within cross‑functional teams.

Randstad Canada is…