Application Support Specialist – Emergency Services

• Manages and supports the technical architecture, integrations, and overall system functionality of the Emergency Services technology platforms.

• 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.

• Supports data management functions including import/export of data.

• Performs regular audits to maintain data integrity.

• Manages and supports integrations between the City’s Emergency Services technology platforms and other enterprise applications.

• Defines and assigns user roles, user groups, and permissions.

• Collaborates with vendors, internal stakeholders, and business units to troubleshoot system issues.

• Ensures alignment with ITIL best practices for incident management.

• Develops functional and technical specifications from detailed business requirements.

• Leads development and implementation tasks identified on project plans.

• Designs, develops, and executes system test plans and user acceptance testing (UAT).

• Assists in the development of standard operating procedures, knowledge articles, and best practices for application usage.

• Works collaboratively with Solution Architects and Enterprise Architects to maintain system architecture documentation.

• Responds to application issues from the user community and provides on-site and on-call support.

• University Degree or College Diploma in Computer Science, Information Systems, or related discipline.
• Five plus years of experience in IT technical support, system administration, or enterprise software implementation.
• Extensive hands‑on experience with Emergency Services applications, including system configuration, integrations, troubleshooting, and customizations while adhering to industry and business best practices.
• Advanced working knowledge of SQL databases (ORACLE, Microsoft SQL Server).
• Familiarity with Enterprise systems (ERP, GIS, CRM, EDRMS) and their interactions with Emergency Services applications.
• Working knowledge of application development life cycles and supporting practices.
• Ability to lead root cause analysis, incident resolution, and performance tuning.
• Strong documentation skills, including technical design documents, integration mappings, and system architecture diagrams.
• Working knowledge of application quality assurance and change/release management best practices.
• Ability to translate business requirements into design, functional and technical specifications.
• Knowledge of fundamental ITIL standards.
• Proven analytical and problem‑solving abilities.
• Ability to make sound and logical judgments.
• Strong interpersonal, written, and oral communication skills.