RQ11184 - Application Support Specialist - Senior

Maarut•Toronto, ON

About The Position

This role provides expertise and technical knowledge about an application or suite of applications, possessing specialist knowledge of operating systems, applications, and software. The specialist will support Salesforce-based applications, resolve application issues within Salesforce environments, and assist with systems integrations. Key responsibilities include managing the ticketed query system, maintaining technical documents, identifying and resolving technical issues, and aiding with maintenance plans and upgrade schedules. The role also involves developing reports, balancing scheduled service activities with urgent support requests, and acting as a liaison between users and technical teams. Desktop support is provided through the ticketing system (eSMT), ensuring high-quality, timely service. The specialist will also create and maintain documents for technical upgrades, including change requests, implementation plans, resource schedules, and back-out plans. Additionally, the role involves administering identity-directory tasks within the application support scope (e.g., Microsoft Entra ID / Azure AD) and managing the hardware authentication token (FIDO2) lifecycle. The position also requires providing technical support to internal teams and external clients, delivering training, liaising with development and QA teams, and presenting complex information to both technical and non-technical audiences. Participation in quality assurance testing, business needs assessments, and expert-level troubleshooting are also key aspects. The role acts as a Tier 2 point of contact, engaging Tier 3 support teams and vendors, and coordinating with change-management teams for account changes and onboarding. Business knowledge includes monitoring progress, resolving problems, reporting to management, developing performance measures, and understanding AODA and Ontario Design System (ODS) standards, as well as privacy obligations for systems holding personal or personal health information. The role ensures continuous support of infrastructure and solutions by creating and maintaining documentation for upgrades and operational activities, supporting build books, run books, and deployment guides. Participation in incident and Major Incident management, including triage, priority assignment, and post-incident review, is essential. The role also performs Tier-2 containment for cybersecurity incidents and supports service-continuity and degraded-mode procedures.

Requirements

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
Demonstrated ability to prioritize incidents based on impact/urgency
Demonstrated ability to 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
Identity & Access Management
Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management
Hardware authentication token (FIDO2) lifecycle management
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)
Experience analyzing 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)
Hands-on experience with user administration
Certifications (e.g., Salesforce Administrator) are a plus
QA / Testing (Preferred/Plus)
Experience in functional testing / regression testing
Experience in writing or executing test cases and test scripts
Understanding of UAT support
Understanding of defect tracking and validation
Identity & Access Management
Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management
Hardware authentication token (FIDO2) lifecycle management
Operational Excellence & Delivery
Incident & Ticket Management
Demonstrated ability to manage ticket queues and SLAs
Demonstrated ability to prioritize incidents based on impact/urgency
Demonstrated ability to escalate appropriately while ensuring closure quality
Major Incident process: bridge protocol participation, parent/child incident handling, and post-incident review
Maintains clear, searchable knowledge base entries
Process Discipline & Documentation
Experience creating and maintaining application support documentation
Experience creating and maintaining 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
Experience 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)
Works effectively with 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
Ability to identify recurring issues and suggest improvements
Ability to make informed decisions under pressure
Soft Skills
Strong listening skills and patience
Proactive, accountable, and adaptable
High level of professionalism and responsiveness

Nice To Haves

Salesforce Admin certification would be beneficial but is not essential.
French proficiency would be beneficial but is not essential.
Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information, preferred.
Salesforce (Preferred/Plus)
Hands-on experience with configuration (not necessarily development)
Hands-on experience with user administration
Certifications (e.g., Salesforce Administrator) are a plus.
QA / Testing (Preferred/Plus)
Experience in functional testing / regression testing
Experience in writing or executing test cases and test scripts
Understanding of UAT support
Understanding of defect tracking and validation

Responsibilities

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.
Creates, updates, deactivates, and reactivates user portal profiles via Salesforce User Management.
Administers identity-directory tasks within the application support scope (e.g., Microsoft Entra ID / Azure AD): security-group membership management, B2B guest invitations, and approver management in Entitlement Management.
Manages the hardware authentication token (FIDO2) lifecycle — assignment, verification, de-registration, and de-commissioning.
Provides technical support to teams within the organization, and to external clients when required.
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.
Acts as the Tier 2 point of contact engaging Tier 3 support teams and vendors on behalf of end users; raises infrastructure-level identity, MFA, and platform requests to the appropriate teams through the established service-request process.
Coordinates with change-management teams and business users for account changes and onboarding, using standardized intake and request conventions.
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.
Ensure continuous support of infrastructure and solutions.
Support creation and review of build books, run books, deployment guides and other operations processes as required.
Participates in incident and Major Incident management — triage, priority assignment, the Major Incident bridge, parent/child incident records, and post-incident review — and meets defined service-level targets.
Performs Tier-2 containment for cybersecurity incidents (e.g., disabling affected accounts and de-registering affected tokens) and runs a parallel privacy-breach assessment for incidents involving personal or personal health information.
Supports service-continuity and degraded-mode procedures, including manual fallback processes, and participates in periodic continuity exercises.
Manage ticket queues and SLAs.
Prioritize incidents based on impact/urgency.
Escalate appropriately while ensuring closure quality.
Maintains clear, searchable knowledge base entries.
Proven experience providing end-user support in a SaaS environment.
Strong customer-first mindset.
Ability to manage high-pressure situations and user expectations.
Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management.
Hardware authentication token (FIDO2) lifecycle management.
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.
Proven ability to triage and resolve application issues within Salesforce environments.
Experience analyzing data issues (records, validation rules, workflows).
Experience analyzing configuration issues (profiles, permissions, flows).
Knowledge of debug logs, error tracing, and root cause analysis.
Understanding of data flows, data quality, and synchronization issues.
Familiarity with integration troubleshooting and dependency management.
Experience using incident/ticketing systems (ServiceNow, Jira, Salesforce Service Cloud, etc.).
Ability to document, track, and manage incident lifecycle effectively.
Experience creating or supporting Salesforce reports and dashboards.
Ability to extract and analyze data to support business users.
Hands-on experience with Salesforce configuration (not necessarily development).
Hands-on experience with Salesforce user administration.
Experience in functional testing / regression testing.
Experience in writing or executing test cases and test scripts.
Understanding of UAT support.
Understanding of defect tracking and validation.
Major Incident process: bridge protocol participation, parent/child incident handling, and post-incident review.
Experience creating and maintaining application support documentation.
Experience creating and maintaining known error databases.
Focus on process adherence and continuous improvement.
Involvement in release cycles, deployments, and post-release validation.
Supporting maintenance schedules and upgrades.
Ability to support change management processes.
Experience training end users on Salesforce or business applications.
Experience creating user-friendly documentation and guides.
Ability to translate technical configurations into business context.
Works effectively with internal teams (dev, QA, business analysts).
Works effectively with external vendors (if applicable).
Demonstrates ability to manage competing priorities and deadlines.
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.
Evidence of strong cross-functional collaboration.
Contributes to team knowledge sharing and support culture.
Ability to analyze patterns across incidents.
Ability to identify recurring issues and suggest improvements.
Ability to make informed decisions under pressure.
Strong listening skills and patience.
Proactive, accountable, and adaptable.
High level of professionalism and responsiveness.