Application Support Specialist Senior

Job Title: Application Support Specialist - Senior
Location: Toronto Ontario
Work Model: Onsite
Security Clearance: CRJMC
Submission Deadline::00 p.m.

Description / Responsibilities / Skills

Must Have

• Experience supporting Salesforce-based applications
• Familiarity with Salesforce ecosystem (objects workflows flows permissions reports dashboards)
• Experience managing ticket queues SLAs prioritization and escalation
• Proven experience providing end-user support in a SaaS environment
• Strong customer service orientation
• Experience with Identity & Access Management (Microsoft Entra ID / Azure AD FIDO2 tokens)

Description

Technical Expertise

• Provide expertise in application support and software environments
• Resolve Salesforce application issues and support integrations
• Manage ticketing system and maintain resolution database
• Maintain technical documentation and procedures
• Identify and resolve technical issues and support upgrades
• Create reports and support business users
• Provide desktop support and act as liaison between users and technical teams
• Manage user portal profiles via Salesforce
• Administer identity-directory tasks (Azure AD security groups B2B invitations entitlement management)
• Manage hardware authentication token lifecycle (FIDO2)

Relationship Management

• Provide technical support to internal and external teams
• Deliver training and support to users
• Liaise with development QA vendors and ministry teams
• Communicate technical concepts to both technical and non-technical audiences
• Act as Tier 2 support and coordinate escalation to Tier 3 teams

Business Knowledge

• Monitor progress and resolve issues
• Develop performance measures and reporting
• Knowledge of AODA and Ontario Design System (ODS)
• Knowledge of privacy obligations (PHIPA / FIPPA)

Operational Support

• Maintain documentation for upgrades and operational processes
• Participate in incident and major incident management
• Perform cybersecurity containment activities
• Support service continuity and disaster recovery processes

Skills

Experience and Skill Set Requirements

Public Sector Experience - 5%

• Experience in healthcare systems support (EMR HIS clinical tools)
• Knowledge of PHIPA FIPPA
• Knowledge of AODA and ODS standards

Technical Experience - 40%

• Salesforce application support and administration
• Troubleshooting data and configuration issues
• Integration and data flow analysis
• Ticketing systems (ServiceNow Jira Salesforce Service Cloud)
• Reporting and dashboards
• QA/testing (functional regression UAT)
• Identity & Access Management (Azure AD Entra ID)

Operational Excellence - 30%

• Incident management SLA tracking prioritization
• Knowledge base documentation
• Release management and deployment support
• Change management processes
• End-user training and documentation

Communication & Customer Focus - 25%

• Stakeholder communication
• Customer support in SaaS environment
• Cross-team collaboration
• Problem solving and critical thinking