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

Intermediate App Support LTC Digital Services

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

Escalate appropriately while ensuring closure quality

Maintain clear, searchable knowledge base entries

Customer Support & Service Orientation

Proven experience providing end‑user support in a SaaS environment

Robust customer‑first mindset

Ability to manage high‑pressure situations and user expectations

Nice to Have

QA / Testing (Preferred/Plus)

Functional testing / regression testing

Writing or executing test cases and test scripts

UAT support

Defect tracking and validation

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

Public sector experience

Description Technical Expertise

Experience supporting Salesforce‑based applications

Resolve application issues within Salesforce environments

Assist with systems integrations

Manage ticketed query system and ensure comprehensive database of queries and resolutions is kept up to date

Maintain and update technical documents and procedures

Identify and resolve technical issues

Aid with maintenance plans and upgrade 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

Experience in Functional testing / regression testing, writing or executing test cases and test scripts

Relationship Management and Communication

Provide technical support to teams within the organization, and to external clients when required

French proficiency would be beneficial but is not essential

Deliver 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 audiences and act as a knowledgeable liaison between technical teams and business stakeholders during the implementation phase

Participate in the operation's quality assurance testing and review processes

Promote the appropriate application of I⁢ 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

Business Knowledge

Monitor progress, resolve problems and report regularly to I⁢ 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

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

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📌 Int. Application Support Specialist (Toronto)
🏢 Source Code
📍 Toronto