Application Support Specialist – Senior | RQ10557 Client: Ministry of Public and Business Service Delivery and Procurement Job Title: RQ10557 – Application Support Specialist – Senior Work Location: 40 St.

Claire Avenue

West, Toronto, Ontario – Onsite Estimated Start Date: September 2, 2026 Estimated End Date: March 31, 2027 Business Days: 155 Extension: Probable after the initial mandate Hours: 7.25 hours per day Security Level: No Clearance Required Role Overview We are seeking an experienced Senior Application Support Specialist to provide production application support, incident management, project coordination, stakeholder engagement, and technical documentation for critical IT applications. The ideal candidate will have 5+ years of experience supporting IT applications and coordinating project teams, with strong hands-on experience in JIRA/eSMT ticket management, ITIL processes, incident and change management, application troubleshooting, SDLC, dashboards, reporting, and client relationship management. The successful candidate will work closely with Project Managers, Product Managers, technical teams, business stakeholders, internal users, and external clients to ensure timely issue resolution, effective service delivery, and successful project execution.

Key Responsibilities Application Support & Incident Management

Provide application support to internal teams and external clients as required.

Manage JIRA/eSMT incident tickets and work with Project Managers/Product Managers to ensure incidents are resolved within established SLAs.

Respond to end-user queries and troubleshoot application, configuration, and system-access issues.

Manage complete incident lifecycles, including prioritization, escalation, resolution, and closure.

Identify application issues and facilitate collaboration among technical and business stakeholders to achieve resolution.

Support application deployment, upgrades, change requests, release management, and production activities.

Identify recurring issues and contribute to long-term fixes and service improvements.

Support application integrations and collaborate with cross-functional technical teams.

Project Coordination & Delivery Support

Coordinate and facilitate project teams to ensure deliverables are completed on time and comply with government and ministry standards.

Collaborate with project teams to gather updates and maintain project budgets, progress reports, action items, risks, and issues.

Work alongside Project Managers to provide project updates, escalate issues, identify risks, and coordinate project documentation.

Support multiple Project Managers on critical projects.

Develop project status reports and maintain status reporting logs.

Monitor and maintain project document repositories and ensure documentation is reviewed and kept current.

Gather and develop requirements to support detailed project schedules and integrated project plans.

Coordinate and monitor project processes and communicate project guidelines and procedures.

Reporting, Dashboards & Performance Management

Work with Project/Product Managers to create and maintain performance measurement dashboards.

Develop dashboards using tools such as JIRA, Azure DevOps, Power BI, or similar platforms.

Track and report on sprint performance, sprint velocity, financial performance, and other project KPIs.

Monitor and forecast project costs and provide reporting and recommendations to ensure financial targets are met.

Develop complex project budgets involving multiple funding channels and cross-ministry dependencies.

Monitor service agreements, including budget, scope, timelines, and key performance indicators.





Identify performance concerns and raise appropriate flags to project leadership.

Client & Stakeholder Management

Support Project/Product Managers with client relationship management and expectation management.

Facilitate client meetings and assist with preparing presentation materials.

Work with project teams on onboarding and offboarding project resources.

Build and maintain strong relationships with clients, business stakeholders, and technical teams.

Explain complex technical concepts clearly to users and stakeholders with limited IT or systems knowledge.

Articulate and prioritize issues and risks for senior executives and recommend appropriate mitigation strategies.

Training & Documentation

Maintain and update technical documentation, procedures, and knowledge-base articles.

Develop user guides, manuals, training materials, and instructional videos.

Support and conduct end-user training sessions.

Prepare meeting minutes, presentations, procedures, and other project documentation.

Develop and communicate guidelines and procedures to support consistent project and application processes.

Required Skills &

Experience Skill / Experience Requirement Application support / IT project experience 5+ years Client and stakeholder management Required JIRA/eSMT incident ticket management Required ITIL production application support Required Incident, change, deployment, support & upgrade management Required Application troubleshooting and issue resolution Required Project team coordination Required Project reporting and status tracking Required Project documentation and repository management Required JIRA / Azure DevOps / Power BI dashboards Required/Strongly Preferred Business process analysis Required SDLC for business applications Required Application integration and release management Preferred Technical documentation and knowledge-base management Required End-user training and user-guide development Required Project budgeting and cost forecasting Required Government/ministry project standards Required Risk and issue management Required Application Support Experience – 30% 5+ years of proven experience managing clients and their expectations in relation to IT projects or applications.

Working knowledge of business process analysis techniques and structured Software Development Life Cycle (SDLC) methodologies.

Demonstrated ability to respond to end-user queries and troubleshoot application, configuration, and system-access issues.

Hands-on experience managing full incident lifecycles using ticketing systems, including prioritization, escalation, resolution, and closure.

Experience supporting internal teams and external clients while ensuring consistent service delivery.

Ability to identify recurring issues and contribute to long-term service improvements.

Experience supporting systems integrations and collaborating with cross-functional technical teams.

Experience with application testing, production deployment, change request management, and release management.

Proven ability to meet deadlines, manage competing priorities, and maintain solid client and stakeholder relationships.

Project Coordination

Skills – 30% Experience collaborating with various groups to gather updates and maintain project budgeting, progress reporting, action items, and risk management updates.





Experience working alongside Project Managers to provide updates, escalate issues, identify risks, and coordinate project deliverables.

Demonstrated experience supporting multiple Project Managers on critical projects.

Experience developing project status reports and maintaining status reporting logs.

Experience monitoring and maintaining project document repositories.

Ability to ensure project documentation is reviewed, updated, and maintained appropriately. Methodologies, Documentation & Soft Skills – 40% Experience gathering and developing requirements to create and maintain detailed project schedules and integrated plans.

Ability to monitor and forecast project costs and provide financial reporting and input.

Demonstrated experience coordinating project teams to ensure deliverables are completed on time and meet government and ministry standards.

Extensive experience coordinating and monitoring project processes and developing and communicating guidelines and procedures.

Experience developing complex project budgets involving multiple funding channels and cross-ministry dependencies.

Ability to articulate and prioritize issues and risks at senior executive levels and recommend mitigation strategies.

Awareness of emerging I⁢ trends, technologies, tools, and methodologies.

Ability to adapt to changing technology trends and leverage emerging tools to improve project and application outcomes.

Experience creating, maintaining, and improving technical documentation, procedures, and knowledge-base articles.

Proven ability to deliver customized training sessions and create user guides.

Excellent verbal and written communication skills with the ability to explain complex technical concepts to non-technical audiences.

Strong listening skills, patience, and empathy when supporting users.

Exceptional customer service and relationship management capabilities.

Strong critical-thinking, analytical, problem-solving, interpersonal, and negotiation skills.

Collaborative team player capable of working effectively across technical, business, and geographically distributed teams.

Demonstrated ability to work closely with business and IT teams.

Ability to develop and present new ideas and conceptualize innovative approaches and solutions.

Ideal Candidate Profile The ideal candidate is a Senior Application Support Specialist with 5+ years of application support and IT project experience, strong expertise in JIRA/eSMT, ITIL, incident management, application troubleshooting, SDLC, project coordination, dashboards, reporting, and stakeholder management. Candidates with experience supporting government/ministry environments, managing production applications, coordinating multiple Project Managers, developing JIRA/Azure DevOps/Power BI dashboards, managing technical documentation, and delivering end-user training are strongly encouraged to apply. Candidate Submission Requirements Interested Candidates Must Submit The Following Documents Updated Resume in Word format – Mandatory

References – Mandatory

Expected hourly rate – Mandatory

Visa Status – Mandatory

LinkedIn ID – Mandatory Submission Deadline: Thursday, August 13, 2026, at 10:00 AM EST Submit documents to: [email protected] Important: Applications without all mandatory documents cannot be processed. If this chance is not suitable for you, please feel free to forward it to qualified Senior Application Support Specialists, Application Support Analysts, IT Project Coordinators, or IT professionals with strong production application support, JIRA/eSMT, ITIL, incident management, project coordination, and stakeholder-management experience.

📌 Application Support Specialist - Senior (Toronto)
🏢 S M Software Solutions
📍 Toronto