RQ11184 Sr. Application Support Specialist

RQ11184 - Sr. Application Support Specialist

1-year 3-month contract (322 business days) - possible extension

ONSITE 5 days - 56 Wellesley Street West

Security Level: CRJMC

MUST HAVES:

1. Salesforce & SaaS Platform Knowledge

o Experience supporting Salesforce-based applications

o Familiarity with Salesforce ecosystem (objects workflows flows permissions reports dashboards)

2. 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

3. 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

4. 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

5. Stakeholder Communication

Nice-to-have:

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 AODA and Ontario Design System (ODS) standards

Description:

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 organizations 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 operations 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.

AI Disclaimer: Source Code may use artificial intelligence (AI) tools to assist in certain aspects of its recruiting and business operations.

Note: The higher end of the range is intended for absolutely exceptional candidates who meet all must-have requirements and most or all nice-to-have qualifications. The client will evaluate candidates based on both rate expectations and overall skill set when shortlisting.

INCORPORATED RATE RANGE (7.25 billable hours per day)

• $55.52/hr - $59.48/hr Inc.

T4 RATE RANGE (7.25 billable hours per day)

• $44.41/hr - $47.59/hr T4