IT Application Support Specialist – Customer Portals

Parkland Corporation•Calgary, AB

About The Position

The Customer Portals Support Specialist plays a pivotal role in providing technical and operational expertise for our customer-facing portals. Operating at the intersection of business operations, CRM architecture, and enterprise software delivery, this individual collaborates closely with cross-functional business stakeholders, Salesforce platform leads, and software engineering teams. This position is responsible for scoping requirements, troubleshooting production issues, monitoring interfaces, driving user adoption, and maintaining documentation to ensure a seamless, high-availability customer experience.

Requirements

Salesforce Certified Administrator and Platform App Builder certifications.
Strong understanding of modern multi-tier web architectures, cloud infrastructure, RESTful APIs, JSON/XML, SFTP, and browser-level diagnostic tools (DevTools, HTTP request tracing).
Proficient in writing SQL for data validation, operational troubleshooting, and ad-hoc analysis.
Familiarity with modern authentication protocols, including OAuth 2.0, SAML 2.0, and Multi-Factor Authentication (MFA).
Experience navigating Agile delivery methodologies (Scrum/Kanban) and using modern tools like Jira, Confluence, and ServiceNow/Zendesk for ticket and project tracking.
Exceptional interpersonal and technical communication skills. Comfortable leading meetings, presenting solutions to cross-functional stakeholders, and translating business language to development teams.
Problem-solving mindset with a demonstrated ability to manage concurrent priorities in a fast-paced enterprise environment.
Candidates must be legally eligible to work in the country in which they applied. Regrettably, we are unable to sponsor employment visas at this time.
Final candidates for this position will be required to undergo a confidential pre-employment background check, including but not limited to educational, criminal, credit, drug and alcohol, and/or fitness for duty testing.

Nice To Haves

Background in the energy, fuel distribution, logistics, or convenience store retail sectors is considered a strong asset.
Basic exposure to front-end technologies (JavaScript, HTML/CSS) or modern middleware frameworks (MuleSoft, AWS API Gateway, Postman).

Responsibilities

Serve as the functional and technical Subject Matter Expert (SME) for the SunocoNet customer portal ecosystem across internal teams and external customers.
Partner with business units to capture requirements for portal feature enhancements, translating business logic into actionable technical specifications and user stories.
Manage and resolve escalated daily support tickets, investigating complex system anomalies, integration failures, and data discrepancies.
Oversee customer portal user provisioning, Single Sign-On (SSO) authentication flows, role-based access controls (RBAC), and security policy configurations.
Proactively monitor web application health, microservice interfaces, webhooks, and automated batch jobs; manage alert escalations to prevent downtime.
Execute SQL queries and perform database research across enterprise data stores for troubleshooting, operational reporting, and data integrity audits.
Perform functional testing for new portal deployments, bug fixes, and feature releases; co-facilitate User Acceptance Testing (UAT) with business stakeholders.
Partner directly with the Salesforce team on cross-platform data flows, Experience Cloud/Service Cloud integrations, shared testing cycles, and release management.
Develop technical support manuals, API/workflow documentation, standard operating procedures (SOPs), and end-user training resources.