senior application support specialist.

We are seeking a dedicated Senior Application Support Specialist to deliver comprehensive production application support, issue resolution, and project coordination across enterprise IT environments. In this role, you will manage full incident lifecycles, coordinate cross-functional resolution efforts, maintain service level agreements (SLAs), and update technical documentation. Working closely with project and product managers, you will also help build performance measurement dashboards, manage client relationships, support release deployments, and facilitate end-user training sessions.

Location: Toronto, ON (Fully Onsite – 5 days/week required)

Duration: 7-month contract.

Advantages
End-to-End ITIL Leadership: Oversee comprehensive incident, change, and deployment workflows across production application suites.

Dashboard & Analytics Engineering: Build actionable performance tracking dashboards using JIRA, Azure DevOps, and Power BI.

Broad Stakeholder Exposure: Work directly with project managers, product owners, technical teams, and client groups.

Structured Onsite Workspace: Collaborate closely with multidisciplinary teams in a dedicated 5-day onsite environment.

Responsibilities
Manage JIRA and ticketing systems to triage, troubleshoot, escalate, and resolve application incidents within established SLAs.

Coordinate cross-functional technical teams and business stakeholders to identify root causes and facilitate resolution for application issues.

Apply ITIL processes—including incident management, change management, release deployment, support, and upgrades—to maintain system stability.

Maintain, update, and improve technical documentation, operational procedures, knowledge base articles, and user manuals.

Partner with Project and Product Managers to build performance measurement dashboards (JIRA, Azure DevOps, Power BI) tracking sprint velocity, performance metrics, and financial status.

Assist with client relationship management, onboarding/offboarding project resources, conducting client meetings, and preparing presentation materials.

Develop training materials (manuals, videos) and facilitate training sessions for end users.

Monitor service agreements, project budgets, timelines, and key performance indicators, proactively escalating risks and issue mitigations.

Qualifications
Project & Team Coordination: 5+ years of demonstrated experience coordinating project teams and deliverables to ensure on-time delivery and adherence to enterprise standards (Strictly Required).

Incident & Ticket Management: Hands-on experience managing JIRA or ticketing systems to triage, resolve, escalate, and close application incidents within defined SLAs (Strictly Required).

ITIL Process Proficiency: Sound knowledge of ITIL production application support processes, including incident, change, deployment, and release management (Strictly Required).

Dashboard Creation: Experience working with Project/Product Managers to create performance dashboards using JIRA, Azure DevOps, or Power BI (Strictly Required).

Technical Documentation & Training: Proven experience maintaining technical procedures, creating user manuals, and conducting end-user training sessions (Strictly Required).

Issue Resolution & Support: Strong track record of answering end-user queries, troubleshooting application/configuration issues, and facilitating issue resolution across diverse stakeholder groups.

Summary
If you're interested in the "Senior Application Support Specialist" role based in Toronto, we encourage you to apply online at
Only qualified candidates will be contacted for the next steps. We look forward to hearing from you!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to View email address on randstad.com to ensure their ability to fully participate in the interview process.

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