About this role
RQ11179 - Int. Application Support Specialist 1-year 3+ month contract (322 business days) - possible extension ONSITE 5 days - 5700 Yonge St Toronto
Security Level: CRJMC MUST HAVES: 1. Salesforce & SaaS Platform Knowledge • Experience supporting Salesforce-based applications • Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards) 2. Incident & Ticket Management • 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 Nice to Have: 1. QA / Testing (Preferred/Plus) • Functional testing / regression testing • Writing or executing test cases and test scripts • UAT support • Defect tracking and validation 2. Certifications (e.g., Salesforce Administrator) are a plus 3. Public sector experience 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 Relationship Management and Communication: · Provides technical support to teams within the organization, and to external clients when required · French proficiency would be beneficial but is not essential. · 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 capabil