Application Support Specialist Intermediate

Job Title: Application Support Specialist - Intermediate
Location: Toronto Ontario
Work Model: Onsite
Security Clearance: CRJMC

Description / Responsibilities / Skills

Must Have

• Experience supporting Salesforce-based applications
• Familiarity with Salesforce ecosystem including objects workflows flows permissions reports and dashboards
• Experience managing ticket queues and SLAs in a support environment
• Ability to prioritize incidents escalate appropriately and ensure resolution quality
• Experience maintaining knowledge base or support documentation
• Proven experience providing end-user support in a SaaS environment
• Strong customer service mindset and ability to manage high-pressure situations

Description

Responsibilities

• Provide application support for Salesforce-based systems and related applications
• Troubleshoot and resolve application issues including data configuration and integration problems
• Manage ticketing systems and maintain accurate records of incidents and resolutions
• Support system integrations and monitor data flows and dependencies
• Develop reports and dashboards for business teams
• Maintain and update technical documentation and procedures
• Support system maintenance upgrades and deployment activities
• Act as liaison between users and technical teams including developers DBAs and network teams
• Support QA activities including functional and regression testing
• Deliver training and support to business users
• Participate in change management and release processes

General Skills

• Experience with application support and troubleshooting in enterprise environments
• Strong analytical and problem-solving skills
• Ability to manage multiple priorities and urgent support requests
• Strong communication skills for both technical and non-technical audiences
• Experience collaborating with cross-functional teams
• Strong documentation and reporting skills
• Ability to work under pressure and meet deadlines
• Strong interpersonal and stakeholder engagement skills

Desirable Skills

• Salesforce Administration certification
• Experience with ServiceNow Jira or Salesforce Service Cloud
• Experience with QA testing including UAT regression testing and defect tracking
• Experience with eSMT or similar ticketing platforms
• French language proficiency
• Knowledge of Ontario Design System (ODS) standards
• Knowledge of healthcare systems such as EMR and HIS

Skills

Technical Experience - 40%

• Experience supporting Salesforce applications and SaaS platforms
• Experience troubleshooting data and configuration issues
• Knowledge of debug logs error tracing and root cause analysis
• Experience supporting integrations and data flows
• Experience creating reports and dashboards
• Hands-on experience with Salesforce configuration and user administration
• Experience with testing including test cases scripts and defect tracking

Operational Excellence and Delivery - 30%

• Experience managing incident and ticket queues and SLAs
• Experience maintaining knowledge base and support documentation
• Experience supporting system maintenance and release cycles
• Experience with change management and deployment support
• Experience training users and creating documentation
• Ability to manage competing priorities and deadlines

Communication and Customer Focus - 25%

• Strong written and verbal communication skills
• Ability to explain technical concepts to business users
• Strong customer support and service orientation
• Experience working with internal teams and external stakeholders
• Strong collaboration and teamwork capabilities
• Strong critical thinking and problem-solving skills

Public Sector and Domain Experience - 5%

• Experience supporting healthcare systems such as EMR HIS or clinical systems
• Knowledge of personal health information protection requirements
• Knowledge of AODA and ODS accessibility standards