About this role
RQ11184 - Sr. Application Support Specialist 1-year 3-month contract (322 business days) - possible extension ONSITE 5 days - 56 Wellesley Street West Security Level: CRJMC MUST HAVES: 1. Salesforce & SaaS Platform Knowledge o Experience supporting Salesforce-based applications o Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards) 2. 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 3. 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 4. 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 5. Stakeholder Communication Nice-to-have: · 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 AODA and Ontario Design System (ODS) standards
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 · 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, ver