RQ11179 - Application Support Specialist - Intermediate

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&IT 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 escalate 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&IT 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
  

Requirements

Experience and Skill Set Requirements:

Must Haves:

• Salesforce & SaaS Platform Knowledge:
  

• Experience supporting Salesforce-based applications
  
• Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
  

• Incident & Ticket Management:
  

• Demonstrated ability to:
  
• Manage ticket queues and SLAs
  
• Prioritize incidents based on impact/urgency
  
• Escalate appropriately while ensuring closure quality
  
• Maintains clear, searchable knowledge base entries
  

• Customer Support & Service Orientation:
  

• Proven experience providing end-user support in a SaaS environment
  
• Strong customer-first mindset
  
• Ability to manage high-pressure situations and user expectations
  

Nice to Have:

• QA / Testing (Preferred/Plus)
  

• Experience in:
  

• Functional testing / regression testing
  
• Writing or executing test cases and test scripts
  

• Understanding of:
  

• UAT support
  
• Defect tracking and validation
  

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

Skill Set Requirements:

Public Sector Experience:

• experience working in the healthcare industry, specifically in providing application support, testing on systems for Long-Term Care, Electronic Medical Records (EMRs), Hospital Information Systems (HISs), Clinical Assessment tools, etc.
  
• Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information, preferred
  
• Knowledge of AODA and Ontario Design System (ODS) standards
  

Technical Experience:

• Salesforce & SaaS Platform Knowledge
  

• Experience supporting Salesforce-based applications
  
• Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
  

• Application Support & Troubleshooting
  

• Proven ability to triage and resolve application issues within Salesforce environments
  
• Experience analyzing:
  
• Data issues (records, validation rules, workflows)
  
• Configuration issues (profiles, permissions, flows)
  
• Knowledge of debug logs, error tracing, and root cause analysis
  

• Integrations & Data Handling
  

• Understanding of data flows, data quality, and synchronization issues
  
• Familiarity with integration troubleshooting and dependency management
  

• Ticketing & Support Tools
  

• Experience using incident/ticketing systems (ServiceNow, Jira, Salesforce Service Cloud, etc.)
  
• Ability to document, track, and manage incident lifecycle effectively
  

• Reporting & Analytics
  

• Experience creating or supporting Salesforce reports and dashboards
  
• Ability to extract and analyze data to support business users
  

• Salesforce (Preferred/Plus)
  

• Hands-on experience with:
  
• Configuration (not necessarily development)
  
• User administration
  
• Certifications (e.g., Salesforce Administrator) are a plus
  

• QA / Testing (Preferred/Plus)
  
• Experience in:
  

• Functional testing / regression testing
  
• Writing or executing test cases and test scripts
  

• Understanding of:
  

• UAT support
  
• Defect tracking and validation
  

Operational Excellence & Delivery:

Incident & Ticket Management:

• Demonstrated ability to:
  
• Manage ticket queues and SLAs
  
• Prioritize incidents based on impact/urgency
  
• Escalate appropriately while ensuring closure quality
  
• Maintains clear, searchable knowledge base entries
  

Process Discipline & Documentation:

• Experience creating and maintaining:
  
• Application support documentation
  
• Known error databases
  
• Focus on process adherence and continuous improvement
  

System Maintenance & Release Support:

• Involvement in:
  
• Release cycles, deployments, and post-release validation
  
• Supporting maintenance schedules and upgrades
  
• Ability to support change management processes
  

Training & Enablement:

• Experience:
  
• Training end users on Salesforce or business applications
  
• Creating user-friendly documentation and guides
  
• Ability to translate technical configurations into business context
  

Coordination & Delivery:

• Works effectively with:
  
• Internal teams (dev, QA, business analysts)
  
• External vendors (if applicable)
  
• Demonstrates ability to manage competing priorities and deadlines
  

Communication & Customer Focus:

Stakeholder Communication:

• Clear, structured written communication (tickets, KB articles, release notes)
  
• Strong verbal communication with both technical and business users
  
• Ability to explain Salesforce concepts to non-technical users
  

Customer Support & Service Orientation:

• Proven experience providing end-user support in a SaaS environment
  
• Strong customer-first mindset
  
• Ability to manage high-pressure situations and user expectations
  

Collaboration & Teamwork:

• Evidence of strong cross-functional collaboration
  
• Contributes to team knowledge sharing and support culture
  

Critical Thinking & Problem Solving:

• Ability to:
  
• Analyze patterns across incidents
  
• Identify recurring issues and suggest improvements
  
• Make informed decisions under pressure
  

Soft Skills:

• Strong listening skills and patience
  
• Proactive, accountable, and adaptable
  
• High level of professionalism and responsiveness