Application Support Specialist

Symbiotic Digital•Toronto, ON

1d•Onsite

About The Position

We are seeking an experienced Application Support Specialist to support business-critical applications, collaborate with project teams, and help ensure the successful delivery and ongoing support of technology solutions. This role combines application support, incident management, project coordination, client engagement, documentation, and reporting responsibilities.

Requirements

5+ years of experience managing stakeholders and supporting IT projects or business applications.
Knowledge of business process analysis techniques and Software Development Life Cycle (SDLC) methodologies.
Experience responding to end-user inquiries and troubleshooting application, configuration, and system access issues.
Experience managing incident lifecycles using ticket management systems including prioritization, escalation, and closure.
Experience supporting both internal teams and external clients.
Ability to identify recurring issues and contribute to service improvements and long-term solutions.
Experience supporting system integrations and collaborating with cross-functional technical teams.
Experience supporting testing, deployments, change requests, and release management activities.
Strong stakeholder management skills and demonstrated ability to manage competing priorities.
Experience collaborating across teams to gather project updates and maintain project tracking activities.
Experience supporting project budgeting, progress reporting, action items, risks, and issue management.
Experience working with project managers to provide status updates, escalate issues, and maintain project deliverables.
Experience supporting multiple concurrent projects within a professional environment.
Experience developing project status reports and maintaining reporting logs.
Experience maintaining project document repositories and ensuring documentation is current and compliant.
Experience gathering requirements and supporting project scheduling and planning activities.
Ability to monitor project costs and contribute to project reporting activities.
Experience coordinating project deliverables and ensuring compliance with organizational standards.
Experience developing and communicating guidelines, procedures, and project processes.
Experience supporting complex project budgets involving multiple funding streams and dependencies.
Experience identifying, assessing, and communicating risks and mitigation strategies.
Knowledge of current and emerging IT trends and technologies.
Experience creating technical documentation, procedures, user guides, and knowledge base articles.
Experience delivering user training and support materials.
Strong analytical, problem-solving, critical thinking, interpersonal, and negotiation skills.
Excellent written and verbal communication skills.
Ability to explain complex technical concepts to non-technical audiences.
Demonstrated ability to work effectively with business and technical teams.
Collaborative team player with strong customer service and relationship management skills.

Nice To Haves

JIRA
eSMT
Azure DevOps
Power BI
ITIL processes
Incident Management
Change Management
Release Management
SDLC Methodologies

Responsibilities

Provide support to internal teams and external stakeholders as required.
Manage JIRA/eSMT incident tickets and work with project and product managers to ensure tickets are resolved within established SLAs.
Identify and facilitate the resolution of application issues by coordinating with relevant stakeholders.
Maintain and update technical documentation, procedures, and knowledge articles.
Support the creation of performance measurement dashboards using tools such as JIRA, Azure DevOps, Power BI, and related platforms.
Assist with tracking sprint performance, sprint velocity, financial performance metrics, and other project reporting requirements.
Support stakeholder engagement activities, including coordinating meetings, preparing presentation materials, onboarding and offboarding resources, and managing expectations.
Assist in facilitating end-user training sessions and developing training materials such as manuals and instructional videos.
Prepare meeting minutes, project documentation, and status updates.
Monitor service agreements, project budgets, timelines, scope, and key performance indicators.
Escalate risks, issues, and performance concerns when appropriate.
Support additional project and application-related activities as assigned.