Application Support Specialist

Symbiotic Digital • London, ON

1d • Onsite

About The Position

We are seeking an Application Support Specialist with strong experience in supporting Salesforce-based applications and SaaS platforms. This role requires hands-on expertise in troubleshooting, incident management, identity and access management, and collaboration across technical and business teams. The ideal candidate will play a key role in ensuring the stability, performance, and continuous improvement of enterprise systems.

Requirements

• Experience supporting Salesforce applications and SaaS platforms
• Strong understanding of Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
• Proven ability to troubleshoot and resolve application and data issues
• Knowledge of debugging, log analysis, and root cause analysis
• Experience with system integrations and data synchronization
• Familiarity with ticketing tools such as ServiceNow, Jira, or similar platforms
• Experience with reporting and analytics within Salesforce
• Exposure to Salesforce configuration and user administration
• Experience in functional testing, regression testing, and defect tracking
• Knowledge of identity and access management (e.g., Microsoft Entra ID / Azure AD)
• Experience managing authentication mechanisms (e.g., FIDO2 tokens)
• Experience managing ticket queues, SLAs, and incident prioritization
• Strong documentation and knowledge base management skills
• Experience supporting system releases and change management processes
• Ability to train users and create user-friendly documentation
• Strong coordination skills with cross-functional teams and vendors
• Strong written and verbal communication skills
• Ability to support technical and non-technical stakeholders
• Demonstrated customer-first mindset and service orientation
• Strong collaboration, problem-solving, and critical thinking skills
• Ability to work effectively under pressure and manage competing priorities

Nice To Haves

• Experience in healthcare systems (e.g., EMR, HIS, clinical systems) is an asset
• Knowledge of privacy regulations related to sensitive data is preferred
• Familiarity with accessibility standards (AODA) is beneficial
• French language skills are considered an asset

Responsibilities

• Provide technical expertise for enterprise applications and supporting systems
• Support and troubleshoot Salesforce-based applications
• Resolve application issues and assist with system integrations
• Manage ticketing systems and maintain a comprehensive knowledge base
• Maintain and update technical documentation, procedures, and support materials
• Identify and resolve technical issues, including root cause analysis
• Support system maintenance plans and upgrade schedules
• Develop business reports and dashboards
• Balance scheduled service activities with urgent support requests
• Provide desktop support through ticketing systems with a focus on timely service
• Create and maintain technical documentation including change requests, implementation plans, and back-out strategies
• Participate in functional and regression testing, including test case execution
• Manage user access and profiles within Salesforce
• Administer identity management tasks, including security group management and user access provisioning
• Manage hardware authentication token lifecycle (e.g., assignment, verification, decommissioning)
• Provide technical support to internal teams and external stakeholders as required
• Deliver training sessions and user enablement support
• Collaborate with development, QA, and external vendor teams
• Communicate complex technical concepts to both technical and non-technical audiences
• Participate in quality assurance processes and reviews
• Act as a liaison between business users and technical teams
• Manage and escalate issues effectively, ensuring timely resolution
• Serve as Tier 2 support and coordinate with Tier 3 teams when necessary
• Support onboarding, account changes, and service requests in alignment with established processes
• Monitor system performance and report progress to stakeholders
• Develop and track performance metrics
• Apply accessibility and design standards such as AODA and Ontario Design System (ODS)
• Apply privacy and data protection standards, including handling sensitive information incidents
• Create and maintain operational documentation (e.g., run books, deployment guides)
• Participate in incident and major incident management processes
• Support cybersecurity incident response activities
• Contribute to service continuity planning and exercises

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed