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Application Support Specialist

Softline Technology
Toronto, ON

Postuler dès maintenant

Détails du poste

Contrat
Il y a 6 jours

Profil recherché

Jira
Français
Authentification
Azure
Systèmes d'exploitation
Salesforce
Test fonctionnel
Gestion du changement
Essai d'acceptation par l'utilisateur
Service Now
Soutien à la clientèle
Cas de test
Exigences d'affaires
Logiciel-service
Compétences en communication
Débogage
Analytique

Description complète du poste

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 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 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 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 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.

Experience Requirements

Public
Sector Experience

??????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 personal health information protection legislative requirements and how
they apply to developing and maintaining healthcare
systems containing personal health information, preferred

??????Knowledge

of AODA and Ontario Design System (ODS) standards

Technical
Experience

Salesforce
& SaaS Platform Knowledge

o?Experience
supporting Salesforce-based applications

oFamiliarity
with Salesforce ecosystem (objects, workflows, flows, permissions, reports,
dashboards)

Application
Support & Troubleshooting

o??Proven
ability to triage and resolve application issues within Salesforce
environments

o??Experience analyzing:

o?Data
issues (records, validation rules, workflows)

o??onfiguration
issues (profiles, permissions, flows)

o?Knowledge of
debug logs, error tracing, and root cause analysis

Integrations
& Data Handling

o??nderstanding
of data flows, data quality, and synchronization issues

o?Familiarity
with integration troubleshooting and dependency management

Ticketing
& Support Tools

o?Experience using
incident/ticketing systems (ServiceNow, Jira, Salesforce Service Cloud,
etc.)

o?Ability
to document, track, and manage incident lifecycle effectively

Reporting
& Analytics

o?Experience
creating or supporting Salesforce reports and dashboards

o??Ability
to extract and analyze data to support business users

Salesforce
(Preferred/Plus)

o?Hands-on
experience with:

§?Configuration (not
necessarily development)

§?User administration

o?Certifications
(e.g., Salesforce Administrator) are a plus

QA /
Testing (Preferred/Plus)

o??Experience
in:

§Functional testing
/ regression testing

?Writing or
executing test cases and test scripts

o?Understanding
of:

§UAT support

§Defect tracking
and validation

Identity
& Access Management

o Identity-directory administration
(e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver
/ Entitlement Management

o Hardware authentication token (FIDO2)
lifecycle management

40%

Operational
Excellence & Delivery

Incident
& Ticket Management

Demonstrated ability
to:

Manage ticket queues and
SLAs

Prioritize incidents based
on impact/urgency

Escalate appropriately
while ensuring closure quality

Major Incident process:
bridge protocol participation, parent/child incident handling, and
post-incident review

Maintains clear, searchable
knowledge base entries

Process
Discipline & Documentation

Experience creating
and maintaining:

Application support
documentation

Known error databases

Focus on process adherence
and continuous improvement

System
Maintenance & Release Support

Involvement in:

Release cycles,
deployments, and post-release validation

Supporting maintenance
schedules and upgrades

Ability to support change management
processes

Training
& Enablement

Experience:

Training end
users on Salesforce or business applications

Creating user-friendly
documentation and guides

Ability to translate
technical configurations into business context

Coordination
& Delivery

Works effectively
with:

Internal teams (dev, QA,
business analysts)

External vendors (if
applicable)

Demonstrates ability to
manage competing priorities and deadlines

30%

Communication
& Customer Focus

Stakeholder
Communication

Clear, structured written
communication (tickets, KB articles, release notes)

Strong verbal communication
with both technical and business users

Ability to explain
Salesforce concepts to non-technical users

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

Collaboration
& Teamwork

Evidence of strong
cross-functional collaboration

Contributes to team
knowledge sharing and support culture

Critical
Thinking & Problem Solving

Ability to:

Analyze patterns across
incidents

Identify recurring
issues and suggest improvements

Make informed decisions
under pressure

Soft Skills

Strong listening skills and
patience

Proactive, accountable, and
adaptable

High level of
professionalism and responsiveness

25%

Supplier Comments

The closing date is 2026-07-02, 12:00 p.m.

Max no. of submission: 1 (one)

Onsite

MUST HAVES:

Salesforce & SaaS Platform Knowledge

o Experience supporting Salesforce-based applications

o 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 ID): security groups, B2B guest invitations, approver / Entitlement Management
Hardware authentication token (FIDO2) lifecycle management

Postuler dès maintenant

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