RQ- 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

• Salesforce & SaaS Platform Knowledge
  • Experience supporting Salesforce-based applications
  • Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
• 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
• 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
• Identity & Access Management
  • Identity-directory administration (e.g., Microsoft Entra ): security groups, B2B guest invitations, approver / Entitlement Management
  • Hardware authentication token (FIDO2) lifecycle management
• Stakeholder Communication

• 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

• 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 organization’s 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  / 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.

• 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 operation’s 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 elevate 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.

• 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…