Int. Application Support Specialist

Position: Int. Application Support Specialist )
RQ11179 - Int. Application Support Specialist  1‑Year + 3‑Month contract (322 business days) – possible extension. ONSITE 5 days – 5700 Yonge St, Toronto. Security Level: CRJMC.
Must Haves   Salesforce & SaaS Platform Knowledge – Experience supporting Salesforce‑based applications, familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards).
Incident & Ticket Management – Manage ticket queues and SLAs, prioritize incidents based on impact/urgency, escalates appropriately, maintain clear searchable knowledge base entries.
Customer Support & Service Orientation – Proven experience providing end‑user support in a SaaS environment, customer‑first mindset, ability to manage high‑pressure situations and user expectations.
Nice to Have   QA / Testing – Functional regression testing, writing/executing test cases, UAT support, defect tracking and validation.
Certifications – e.g., Salesforce Administrator, plus public sector experience.
Responsibilities   Provide technical expertise for application suites, including operating systems, applications, and software.
Support Salesforce‑based applications and resolve issues within Salesforce environments.
Assist with system integrations, ticketed query management, and maintain a comprehensive database of queries and resolutions.
Maintain and update technical documents, procedures, and technical upgrade records (change requests, implementation plans, resource schedules, back‑out plans).
Identify and resolve technical issues, aid in maintenance plans and upgrade schedules.
Develop reports for teams across the business, balance scheduled service activities with urgent support requests.
Act as liaison between users and technical teams (DBAs, System Administrators, Network Administrators, Privacy and Security Specialists), provide desktop support via the ticketing (eSMT) system.
Support functional testing / regression testing, write or execute test cases and scripts.
Provide technical support to internal and external clients, deliver customized training, liaise with development and QA teams, present complex information to technical and non‑technical audiences.
Participate in QA testing and review processes, promote appropriate application of I&IT, undertake business needs assessments, and analyze complex requirements for IT solutions.
Deliver expert‑level troubleshooting capabilities for complex issues affecting critical business and infrastructure systems and applications.
Manage and escalates issues in a timely, appropriate, and effective manner, provide clear analysis of options for problem resolution.
Monitor progress, resolve problems and report regularly to I&IT management and client decision makers.
Develop performance measures for business analysis evaluation and conduct follow‑up.
Knowledge of AODA and Ontario Design System (ODS) standards.
Maintain operational activities documentation (change requests, resource schedules, deployment guides, build books, run books, etc.) for upgrades and support creation and review.

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