RQ00709 - Application Support Specialist - Senior

The Sr. Application Support Specialist will work with the PB4P (Patients before Paperwork) team. As part of the planned integration of OTNhub into One Access as part of PB4P, data and information management will be paramount to Agency's overall success. Managing existing data and aligning it with other Agency's systems will be required.

Project Work Includes

• Reviewing published inactive records, including providers no longer active in their respective colleges, with OTNhub accounts. Accounts are validated against registries and decommissioned where registrations are no longer valid.
  
• Validating organizations and updating records to ensure accurate data mapping between Agency systems and OTNhub systems in preparation for integration activities.
  
• Supporting implementation of a new Indigenous‑led and Indigenous‑centered indicator framework, including removal of existing flags and reapplication of indicators based on new criteria and standards.
  
• Completing other assigned data projects, including large‑scale decommissions, organization renames, and related data updates across multiple systems.
  
• Identifying, documenting, and escalating data anomalies, discrepancies, and edge cases encountered during project work prior to executing changes.
  

Must Haves

• Minimum of five years experience working in BMC Helix, including custom‑built modules, data review and updates, and use of ticketing and tracking systems.
  
• Minimum of five years experience with identity management solutions such as NetIQ, including management of user access, permissions, credentials, and account data.
  
• Minimum of five years experience working with client management systems and custom‑built software solutions used to manage customer, product, and service data.
  
• Demonstrated experience managing data at the individual customer or account record level, including communication with customers and strong analytical skills.
  
• Demonstrated attention to detail and ability to meet the highest standards of accuracy while following business practices, information management requirements, and data governance rules.
  
• Experience working in a highly complex and multifaceted software environment.
  
• Proven ability to follow detailed, documented procedures exactly as written and to confirm understanding before executing work.
  
• Experience working in environments where assumptions are not permitted and where uncertainty must be escalated for review prior to action.
  
• Demonstrated discipline performing repetitive, high‑risk, record‑by‑record data updates with sustained accuracy and self‑verification.
  
• Experience identifying exceptions, anomalies, or scenarios that fall outside documented procedures and formally escalating them using defined processes.
  

Responsibilities:

• Provide technical expertise and application knowledge to perform complex information management tasks while adhering strictly to approved procedures, controls, and authorizations.
  
• Accurately document all completed work in ticketing and tracking systems, ensuring documentation meets standard operating procedures and privacy, business, legal, and security requirements.
  
• Identify and resolve technical and data management issues at the customer or account level where resolution is clearly defined and documented, and escalate issues where guidance or approval is required.
  
• Analyze data and investigate discrepancies to determine required data management changes and execute approved updates on a record‑by‑record basis, including verification steps before and after changes.
  
• Manage data across up to 10 to 12 systems in a complex technical environment while ensuring all authorizations are in place and privacy and security considerations are addressed.
  
• Attend required training and team sessions to ensure knowledge remains current and procedural changes are incorporated into daily work.
  
• Proactively identify unclear instructions, data conflicts, or edge cases and pause work to escalate for clarification before proceeding.
  
• Ensure all decisions, escalations, and outcomes are documented to support auditability and traceability.
  

Desired Skills:

• Strong analytical and problem‑solving skills to research issues, identify impacts, and develop options for resolution.
  
• Ability to resolve business rules, information, and application conflicts involving shared services, applications, and resources.
  
• Ability to troubleshoot and triage issues using a variety of tools and techniques.
  
• Knowledge of IT privacy and security standards, principles, and regulations applicable to healthcare technology environments.
  
• Strong teamwork skills with the ability to manage competing priorities and meet deadlines.
  
• Exceptional written and verbal communication skills, including the ability to clearly document issues, risks, and exceptions.
  
• Demonstrated judgment in determining when work can proceed independently versus when review or support is required.
  

Required Experience / Evaluation Criteria:

• Attention to detail and demonstrated ability to meet the highest standards of accuracy and procedural compliance, including following documented instructions without deviation. A test will be included in the interview stage, details to be provided to candidates selected for an interview. : 30 points.
  
• Experience working in a complex technical environment involving provisioning and removal of access, managing data between systems at a record‑by‑record level, and recognizing when escalation is required. A test will be included in the interview stage, details to be provided to candidates selected for an interview. : 60 points.
  
• Strong communication skills, including the ability to listen, clarify instructions, document work, and escalate issues effectively with internal and external customers. : 10 points.
  

Requirements

Deliverables Include:

• Learning systems and processes required to execute project work, including understanding data flows, privacy and security protocols, and business procedures.
  
• Analyzing organization data and producing reports to identify discrepancies between systems, followed by execution of approved record‑by‑record updates to harmonize data.
  
• Managing Indigenous‑led and Indigenous‑centered indicator profiles from intake through review and cleanup of existing data that does not meet current standards.
  
• Completing other assigned data projects, including large‑scale decommissions and organization renames across multiple systems, with full tracking and auditing.
  
• Managing inactive user and organization accounts, including analysis, removal of permissions and access, and decommissioning as required.
  

Must Haves:  

• Minimum of five years experience working in BMC Helix, including custom‑built modules, data review and updates, and use of ticketing and tracking systems. 
  
• Minimum of five years experience with identity management solutions such as NetIQ, including management of user access, permissions, credentials, and account data. 
  
• Minimum of five years experience working with client management systems and custom‑built software solutions used to manage customer, product, and service data. 
  
• Demonstrated experience managing data at the individual customer or account record level, including communication with customers and strong analytical skills. 
  
• Demonstrated attention to detail and ability to meet the highest standards of accuracy while following business practices, information management requirements, and data governance rules. 
  
• Experience working in a highly complex and multifaceted software environment. 
  
• Proven ability to follow detailed, documented procedures exactly as written and to confirm understanding before executing work. 
  
• Experience working in environments where assumptions are not permitted and where uncertainty must be escalated for review prior to action. 
  
• Demonstrated discipline performing repetitive, high‑risk, record‑by‑record data updates with sustained accuracy and self‑verification. 
  
• Experience identifying exceptions, anomalies, or scenarios that fall outside documented procedures and formally escalating them using defined processes.