Application Support Specialist - Emergency Services

Overview

Contribute to the City of Hamilton, one of Canada’s largest cities, with a diverse and strong economy and an active community. Join our team and support our values of sensational service, courageous change, steadfast integrity, collective ownership and engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. Job :
Application Support Specialist - Emergency Services.

• Union:
  Non-Union
• Job Description  #: 7856
• Duration: 18 months
• Type of Vacancy:
  New position
• Close date:
  Submit online at  by 4:00 p.m. on June 3, 2026.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process is completed. Only applicants chosen for an interview will be contacted.

Reporting to the Supervisor, Business Applications, the Application Support Specialist – Emergency Services is responsible for managing and supporting the technical architecture, integrations, and overall system functionality of the Emergency Services technology platforms, including Computer Aided Dispatching, Records Management, Paging & Station Alerting, Next Generation 911 and Automated Vehicle location solutions within the City’s IT infrastructure. Through project and operational activities, this role requires deep expertise in system administration, ITIL frameworks, and troubleshooting across multiple support levels.

The successful candidate will ensure the stability, scalability, and performance of the City’s Emergency Services technology platforms while contributing to the City’s technology roadmaps.

This position has regular access to confidential HR and Finance data.

• Provides technical oversight and administration of the City’s Emergency Services technology platforms, including configuration, security, and performance optimization.
• Maintains data integrity of the City’s Emergency Services technology platforms through the setup of data structures to ensure data accuracy within the system.
• Supports data management functions including import/export of data. Performs regular audits to maintain data integrity and executes mass data imports or exports as required.
• Manages and supports integrations between City’s Emergency Services technology platforms and other enterprise applications including, but not limited to, EAM, ERP, GIS, CRM, and EDRMS.
• Defines and assigns user roles, user groups, and permissions to ensure secure and controlled access.
• Collaborates with vendors, internal stakeholders, and business units to troubleshoot system issues, enhance functionality, and implement application customizations and enhancements while adhering to industry and business best practices.
• Ensures alignment with ITIL best practices for incident management, problem resolution, and change control processes.
• Develops functional and technical specifications from detailed business requirements.
• Leads development and implementation tasks identified on project plans to achieve goals, deliverables, and timelines.
• Reviews release notes from application vendor to understand new features, fixes, or changes.
• Designs, develops, and executes system test plans and user acceptance testing (UAT) including development of test cases and test scripts.
• Assists in the development of standard operating procedures, knowledge articles, technical standards, governance policies, and best practices for application usage.
• Works collaboratively with Solution Architects, Integration Architects and Enterprise Architects to maintain system architecture documentation and identify solutions for new business requests.
• Collaborates on cross-functional teams with other City staff and consultants that may be involved in application development projects throughout the Corporation.
• Responds to application issues from the user community, normally via the service desk; troubleshoot problems. Works with other IT staff as required to resolve issues and identifies root cause. Escalates issues and requests to application vendors, staff, and other business stakeholders as required.
• Will be required to provide on-site and on-call support to users.
• May be…