RQ11179 - Int.

Application Support

Specialist

About the job RQ11179 - Int.

Application Support

Specialist

RQ11179 - Int.

Application Support

Specialist

ONSITE 5 days - 5700 Yonge St, Toronto

Security Level: CRJMC

MUST HAVES

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

Maintains clear, searchable knowledge base entries

3.

Customer

Support & Service Orientation

Proven experience providing end-user support in a SaaS environment

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

2.

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

- Public sector experience

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

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⁢ 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 expand issues in a timely, appropriate, and effective manner, and provide explicit 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

AI Disclaimer: Source Code may use artificial intelligence (AI) tools to assist in certain aspects of its recruiting and business operations.

Note: The higher end of the range is intended for absolutely exceptional candidates who meet all must-have requirements and most or all nice-to-have qualifications. The client will evaluate candidates based on both rate expectations and overall skill set when shortlisting.

$39.49/hr - $42.31/hr Inc.

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