RQ11184 - Application Support Specialist - Senior

Technical Expertise:

• Provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, applications, and software 
  
• Experience supporting Salesforce-based applications 
  
• Experience resolve application issues within Salesforce environments 
  
• Assists with systems integrations 
  
• Manages ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date 
  
• Maintains and updates technical documents and procedures 
  
• Identifies and resolves technical issues 
  
• Aids with maintenance plans and upgrades schedules for the organization’s systems 
  
• Develop reports for teams across the business 
  
• Balance scheduled service activities with urgent support requests and respond quickly. 
  
• Act as a liaison between users and technical teams (DBAs, System Administrators, Network Administrators, Privacy and Security Specialists). 
  
• Provide desktop support through the ticketing (eSMT) system and ensure high-quality, timely service. 
  
• Create and maintain documents for technical upgrades, such as change requests, implementation plans, resource schedules, and back-out plans. 
  
• Salesforce Admin certification would be beneficial but is not essential. 
  
• Experience in Functional testing / regression testing, Writing or executing test cases and test scripts 
  
• Creates, updates, deactivates, and reactivates user portal profiles via Salesforce User Management.
  
• Administers identity-directory tasks within the application support scope (e.g., Microsoft Entra ID / Azure AD): security-group membership management, B2B guest invitations, and approver management in Entitlement Management.
  
• Manages the hardware authentication token (FIDO2) lifecycle — assignment, verification, de-registration, and de-commissioning.
  

Relationship Management and Communication: 

• Provides technical support to teams within the organization, and to external clients when required 
  
• French proficiency would be beneficial but is not essential. 
  
• Delivers regular and customized training to teams within the business 
  
• Liaise with the development and Quality Assurance teams, inclusive of third-party vendor and ministry teams 
  
• Present complex information equally well to technical and non-technical audience and act as a knowledgeable liaison between technical teams and business stakeholders during the implementation phase 
  
• Participates in the operation’s quality assurance testing and review processes 
  
• Promote the appropriate application of I&IT to business problems, and undertake comprehensive business needs assessments and analysis of complex business requirements for IT business solutions 
  
• Deliver expert-level troubleshooting capabilities to resolve complex issues affecting critical business and infrastructure systems and applications 
  
• Manage and escalate issues in a timely, appropriate, and effective manner, and provide clear analysis of options regarding how to proceed with problem resolution 
  
• Acts as the Tier 2 point of contact engaging Tier 3 support teams and vendors on behalf of end users; raises infrastructure-level identity, MFA, and platform requests to the appropriate teams through the established service-request process.
  
• Coordinates with change-management teams and business users for account changes and onboarding, using standardized intake and request conventions.
  

Business Knowledge: 

• Monitor progress, resolve problems and report regularly to I&IT management and clients’ decision makers 
  
• Develop performance measures for business analysis evaluation and conduct follow-up. 
  
• Knowledge of AODA and Ontario Design System (ODS) standards. 
  
• Working knowledge of privacy obligations (e.g., PHIPA / FIPPA) and privacy-incident / breach handling for systems holding personal or personal health information.
  

Ensure continuous support of infrastructure and solutions: 

• Create and maintain documents (e.g. change requests, resource schedules, implementation plans etc.) for upgrades and operational activities Support creation and review of build books, run books, deployment guides and other operations processes as required 
  
• Participates in incident and Major Incident management — triage, priority assignment, the Major Incident bridge, parent/child incident records, and post-incident review — and meets defined service-level targets.
  
• Performs Tier-2 containment for cybersecurity incidents (e.g., disabling affected accounts and de-registering affected tokens) and runs a parallel privacy-breach assessment for incidents involving personal or personal health information.
  
• Supports service-continuity and degraded-mode procedures, including manual fallback processes, and participates in periodic continuity exercises.
  

Experience and Skill Set Requirements:

Must Haves:

Salesforce & SaaS Platform Knowledge

• Experience supporting Salesforce-based applications
  
• Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
  

Incident & Ticket Management

• Demonstrated ability to:
  
• Manage ticket queues and SLAs
  
• Prioritize incidents based on impact/urgency
  
• Escalate appropriately while ensuring closure quality
  
• Maintains clear, searchable knowledge base entries
  

Customer Support & Service Orientation

• Proven experience providing end-user support in a SaaS environment
  
• Strong customer-first mindset
  
• Ability to manage high-pressure situations and user expectations
  

Identity & Access Management

• Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management
  
• Hardware authentication token (FIDO2) lifecycle management
  

Skill Set Requirements:

Public Sector Experience:

• Experience working in the healthcare industry, specifically in providing application support, testing on systems for Long-Term Care, Electronic Medical Records (EMRs), Hospital Information Systems (HISs), Clinical Assessment tools, etc. 
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information, preferred 
  
• Knowledge of AODA and Ontario Design System (ODS) standards
  

Technical Experience:

Salesforce & SaaS Platform Knowledge 

• Experience supporting Salesforce-based applications 
  
• Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards) 
  

Application Support & Troubleshooting 

• Proven ability to triage and resolve application issues within Salesforce environments 
  
• Experience analyzing: 
  
• Data issues (records, validation rules, workflows) 
  
• Configuration issues (profiles, permissions, flows) 
  
• Knowledge of debug logs, error tracing, and root cause analysis 
  

Integrations & Data Handling 

• Understanding of data flows, data quality, and synchronization issues 
  
• Familiarity with integration troubleshooting and dependency management 
  

Ticketing & Support Tools 

• Experience using incident/ticketing systems (ServiceNow, Jira, Salesforce Service Cloud, etc.) 
  
• Ability to document, track, and manage incident lifecycle effectively 
  

Reporting & Analytics 

• Experience creating or supporting Salesforce reports and dashboards 
  
• Ability to extract and analyze data to support business users 
  

Salesforce (Preferred/Plus) 

• Hands-on experience with: 
  
• Configuration (not necessarily development) 
  
• User administration 
  
• Certifications (e.g., Salesforce Administrator) are a plus 
  

QA / Testing (Preferred/Plus) 

• Experience in: 
  
• Functional testing / regression testing 
  
•  Writing or executing test cases and test scripts 
  
• Understanding of: 
  
• UAT support 
  
• Defect tracking and validation 
  

Identity & Access Management

• Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management
  
• Hardware authentication token (FIDO2) lifecycle management
  

Operational Excellence & Delivery: 

Incident & Ticket Management:

• Demonstrated ability to: 
  

• Manage ticket queues and SLAs 
  

• Prioritize incidents based on impact/urgency 
  

• Escalate appropriately while ensuring closure quality 
  

• Major Incident process: bridge protocol participation, parent/child incident handling, and post-incident review
  

• Maintains clear, searchable knowledge base entries 
  

Process Discipline & Documentation: 

• Experience creating and maintaining: 
  

• Application support documentation 
  

• Known error databases 
  

• Focus on process adherence and continuous improvement 
  

System Maintenance & Release Support:

• Involvement in: 
  

• Release cycles, deployments, and post-release validation 
  

• Supporting maintenance schedules and upgrades 
  

• Ability to support change management processes 
  

Training & Enablement:

• Experience: 
  

• Training end users on Salesforce or business applications 
  

• Creating user-friendly documentation and guides 
  

• Ability to translate technical configurations into business context 
  

Coordination & Delivery:

• Works effectively with: 
  

• Internal teams (dev, QA, business analysts) 
  

• External vendors (if applicable) 
  

• Demonstrates ability to manage competing priorities and deadlines 
  

Communication & Customer Focus:

Stakeholder Communication 

• Clear, structured written communication (tickets, KB articles, release notes) 
  

• Strong verbal communication with both technical and business users 
  

• Ability to explain Salesforce concepts to non-technical users 
  

Customer Support & Service Orientation 

• Proven experience providing end-user support in a SaaS environment 
  

• Strong customer-first mindset 
  

• Ability to manage high-pressure situations and user expectations 
  

Collaboration & Teamwork 

• Evidence of strong cross-functional collaboration 
  

• Contributes to team knowledge sharing and support culture 
  

Critical Thinking & Problem Solving 

• Ability to: 
  

• Analyze patterns across incidents 
  

• Identify recurring issues and suggest improvements 
  

• Make informed decisions under pressure 
  

Soft Skills 

• Strong listening skills and patience 
  

• Proactive, accountable, and adaptable 
  

• High level of professionalism and responsiveness