Application Support Specialist Junior

Job Title: Application Support Specialist - Junior
Location: Toronto Ontario
Work Model: Onsite

Description / Responsibilities / Skills

Must Have

2 years experience in ITIL Service Management including incident queue change and configuration management

2 years experience in operational support

Familiarity with WebSphere Oracle 19c Kubernetes Ansible

Experience with enterprise data analysis and visualization tools such as Power BI

Description

Responsibilities

• Provide technical expertise and support for applications and systems
• Support internal teams and external clients with application-related issues
• Manage ticketing system track issues and maintain resolution database
• Troubleshoot and resolve technical and functional issues
• Support system integrations and middleware applications
• Maintain and update technical documentation and procedures
• Deliver training to end users and internal teams
• Prepare maintenance plans and schedule system upgrades
• Develop reports and analyze system performance
• Coordinate with stakeholders across teams for issue resolution
• Support multi-location coordination where required

General Skills

• Experience supporting enterprise applications and resolving technical issues
• Experience handling user requests and troubleshooting application issues
• Experience creating documentation and training materials
• Strong understanding of system environments and application support
• Strong communication skills with ability to explain technical concepts
• Strong problem-solving and analytical thinking
• Excellent customer service and stakeholder management skills
• Ability to manage multiple priorities and deadlines

Desirable Skills

• Experience with middleware platforms such as WebSphere or DataPower
• Familiarity with cloud technologies such as Kubernetes and Ansible
• Experience with deployment automation tools
• Experience with reporting tools such as Power BI
• Experience with service management tools like Remedy or eSMT

Skills

Experience and Skill Set Requirements

General Project Coordination and Communication - 30 percent

• Experience coordinating initiatives with technical and business stakeholders
• Strong verbal communication skills for technical and non-technical audiences
• Excellent analytical and problem-solving abilities
• Experience planning and implementing changes
• Experience developing project scope and documentation
• Experience using MS Office and reporting tools for analysis

Service Management - 30 percent

• Experience with ITIL processes including:
  • Incident Management
  • Change Management
  • Problem Management
  • Configuration Management
• Experience using service management tools such as Remedy or similar
• Experience managing incidents service requests and problem tickets lifecycle
• Experience analyzing data and producing reports

Middleware Support - 35 percent

• Experience managing workload and priorities in IT support environment
• Experience with Oracle Solaris and Red Hat Enterprise Linux
• Experience supporting WebSphere Liberty and NDM
• Experience supporting application and web servers
• Understanding of DevOps and CI CD tools such as Jenkins or Ansible
• Experience with secure file transfer systems such as SFTP
• Exposure to cloud computing environments and network infrastructure

Public Sector Experience - 5 percent

• Experience working in OPS BPS or government environments preferred