Salesforce Application Support Specialist Senior
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Job Summary
Application Support Specialist
Position Overview
We are seeking an experienced Application Support Specialist to provide technical support administration troubleshooting and operational support for Salesforce-based business applications within a complex enterprise environment. The successful candidate will serve as a key liaison between business users technical teams vendors and stakeholders ensuring the reliability availability security and continuous improvement of critical business applications.
This role requires expertise in Salesforce application support incident and ticket management identity and access management user administration testing reporting documentation and customer service. Experience supporting healthcare systems SaaS platforms and public sector environments is highly desirable.
Key Responsibilities
Application Support & Administration
- Provide Tier 2 application support for Salesforce-based business applications.
- Troubleshoot and resolve application configuration and user-access issues.
- Support Salesforce user administration including creating updating deactivating and reactivating user profiles.
- Analyze and resolve issues related to data integrity workflows permissions validation rules and business processes.
- Maintain system availability and ensure timely resolution of incidents and service requests.
- Support application upgrades maintenance activities and release deployments.
- Coordinate with development QA infrastructure and vendor teams to resolve complex technical issues.
- Develop and maintain support documentation operational procedures and knowledge base articles.
Incident & Ticket Management
- Manage incident service request and problem tickets using enterprise ticketing systems.
- Prioritize and resolve incidents according to established SLAs and business priorities.
- Participate in major incident management processes including triage escalation bridge calls and post-incident reviews.
- Perform root cause analysis and recommend corrective actions to prevent recurring issues.
- Maintain comprehensive records of incidents resolutions and support activities.
Salesforce Support
- Support Salesforce ecosystem components including:
- Objects and Data Management
- Flows and Workflows
- Profiles and Permissions
- Reports and Dashboards
- User Administration
- Assist business users with Salesforce functionality and operational issues.
- Support report generation and dashboard maintenance to meet business reporting needs.
- Collaborate with Salesforce administrators developers and business stakeholders on system enhancements.
Identity & Access Management
- Administer identity-directory tasks within Microsoft Entra ID (Azure AD).
- Manage security groups B2B guest accounts approver assignments and entitlement management activities.
- Administer hardware authentication token (FIDO2) lifecycle activities including assignment verification de-registration and decommissioning.
- Support access provisioning onboarding and account management processes.
- Coordinate identity-related requests with infrastructure and security teams.
Testing & Quality Assurance
- Participate in functional testing regression testing and user acceptance testing activities.
- Develop and execute test cases and test scripts.
- Validate application changes and support defect resolution processes.
- Collaborate with QA teams to ensure application quality and stability.
Documentation & Change Management
- Create and maintain:
- Change Requests
- Implementation Plans
- Deployment Guides
- Run Books
- Build Books
- Resource Schedules
- Back-Out Plans
- Support change management and release management activities.
- Ensure operational procedures remain current and aligned with organizational standards.
Training & Stakeholder Support
- Deliver application training and knowledge transfer sessions to end users.
- Develop user-friendly support materials and operational guides.
- Communicate technical information effectively to both technical and non-technical audiences.
- Act as a liaison between business stakeholders and technical teams throughout implementation and support activities.
Security Privacy & Compliance
- Support privacy and security processes for systems containing personal or personal health information.
- Participate in cybersecurity incident response activities including account containment and token de-registration.
- Assist with privacy breach assessments and incident investigations.
- Ensure compliance with organizational security privacy and regulatory requirements.
Required Qualifications
Technical Skills
- Experience supporting Salesforce-based applications in a production environment.
- Strong understanding of Salesforce:
- Objects
- Flows and Workflows
- Profiles and Permissions
- Reports and Dashboards
- User Administration
- Experience troubleshooting application configuration and data-related issues.
- Knowledge of incident management and service request processes.
- Experience with ticketing systems such as ServiceNow Jira or Salesforce Service Cloud.
- Experience supporting SaaS applications.
- Strong understanding of application support methodologies and operational best practices.
Identity & Access Management
- Experience with Microsoft Entra ID (Azure AD).
- Knowledge of:
- Security Group Management
- B2B Guest Access
- Entitlement Management
- Access Provisioning
- User Lifecycle Management
- Experience managing FIDO2 authentication tokens.
Testing & Quality Assurance
- Experience performing:
- Functional Testing
- Regression Testing
- User Acceptance Testing Support
- Defect Validation
- Ability to create and execute test cases and test scripts.
Operational Support
- Experience managing ticket queues and meeting SLA requirements.
- Strong incident prioritization and escalation management skills.
- Experience supporting releases deployments and system upgrades.
- Ability to manage multiple priorities in a fast-paced operational environment.
Communication & Customer Service
- Excellent verbal and written communication skills.
- Strong stakeholder management and customer support experience.
- Ability to communicate effectively with both technical and business audiences.
- Demonstrated customer-first approach and problem-solving mindset.
Preferred Qualifications
- Salesforce Administrator Certification.
- Experience within healthcare public sector or government environments.
- Knowledge of:
- Electronic Medical Records (EMR)
- Hospital Information Systems (HIS)
- Clinical Assessment Applications
- Long-Term Care Systems
- Knowledge of privacy legislation including PHIPA and FIPPA.
- Knowledge of Accessibility for Ontarians with Disabilities Act (AODA).
- Knowledge of Ontario Design System (ODS).
- Experience supporting healthcare systems containing personal health information.
- French language proficiency.
Key Competencies
- Application Support
- Salesforce Administration
- Incident Management
- SaaS Platform Support
- Identity & Access Management
- Troubleshooting & Root Cause Analysis
- Service Delivery Excellence
- Documentation & Knowledge Management
- Stakeholder Communication
- Customer Service
- Testing & Quality Assurance
- Change & Release Management
- Privacy & Security Compliance
- Team Collaboration
- Continuous Improvement
Work Environment
- Onsite position.
- Collaboration with business users technical teams vendors and healthcare/public sector stakeholders.
- Fast-paced operational support environment requiring responsiveness attention to detail and excellent customer service.
Required Skills:
Mandatory Skills & Experience Cloud & Infrastructure Engineering Proven experience designing deploying and maintaining hybrid infrastructure environments across: Microsoft Azure Amazon Web Services (AWS) Linux-based environments SaaS solutions COTS solutions On-premises systems Strong experience with Windows and Linux server administration including: CentOS Ubuntu CoreOS Experience supporting modern web technology stacks including: LAMP MEAN Drupal Elasticsearch Experience with virtualization platforms storage solutions networking and enterprise infrastructure services. Strong understanding of cloud architecture frameworks technology assessments and cloud solution strategies. Identity & Access Management Experience managing and supporting identity and access controls using: Active Directory Microsoft Entra ID Enterprise IAM solutions Experience implementing authentication authorization and access governance controls. DevOps & CI/CD Automation Strong experience designing building and administering CI/CD pipelines for continuous integration and deployment. Experience with development and collaboration tools including: Azure DevOps JIRA Confluence Maven Jenkins Experience with Infrastructure as Code (IaC) and version-controlled deployments. Strong knowledge of DevOps methodologies automation frameworks and release management best practices. Experience with containerization and orchestration technologies including: Docker Kubernetes AKS / EKS Experience automating operational and compliance-related activities using: PowerShell Bash Python Programming & Scripting Hands-on experience with scripting and programming languages including: Python Bash PHP Java JavaScript Experience with build and configuration management tools including: Git Ansible Chef Puppet API & Integration Experience Experience building and consuming APIs and integration endpoints. Experience integrating cloud platforms enterprise systems and deployment pipelines. Understanding of enterprise integration architectures and service-based deployments. Security Monitoring & Compliance Strong understanding of infrastructure security cloud security and DevOps security best practices including: Least privilege access Secure logging Secrets management Vulnerability remediation Experience with security and monitoring tools including: Radware Dynatrace Splunk Azure Monitor / Log Analytics AWS CloudTrail / CloudWatch ELK Stack / SIEM solutions Experience implementing centralized audit logging and monitoring across enterprise platforms. Ability to support internal and external audits through reporting evidence gathering and log analysis. Experience supporting forensic investigations audit remediation and incident reviews. Familiarity with Government of Ontario I&IT Directives Policies and Information Technology Standards. Release Management & Operational Support Experience coordinating infrastructure and application releases across technical and business teams. Knowledge of change management processes deployment approvals rollback planning and release governance. Experience with release readiness reviews deployment validation and post-release monitoring. Ability to maintain release documentation operational records and audit artifacts. Project Management & Communication Strong project planning coordination and resource management skills. Experience with roadmap planning modernization initiatives and infrastructure investment planning. Strong stakeholder communication and cross-functional collaboration skills. Ability to explain complex technical concepts to business users leadership teams and non-technical stakeholders. Strong documentation reporting presentation and technical writing skills. Mobile Device Management Experience supporting mobile device management for cellular devices and tablets across multiple platforms and operating systems. Desirable Skills Experience supporting Government of Ontario enterprise environments. Experience with enterprise modernization and cloud transformation initiatives. Familiarity with enterprise governance compliance frameworks and audit readiness programs. Experience mentoring and coaching junior DevOps and infrastructure resources. Strong understanding of operational resilience disaster recovery and enterprise monitoring strategies. Additional Information Strong hands-on DevOps cloud infrastructure automation CI/CD security and enterprise release management experience is mandatory for this role.
