Title Application Support Specialist 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, verification, de-registration, and de-commissioning.

Relationship Management and Communication: · Provides technical support to teams within the organization, and to external clients when require d· French proficiency would be beneficial but is not essential .· Delivers regular and customized training to teams within the busines s· Liaise with the development and Quality Assurance teams, inclusive of third-party vendor and ministry team s· 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 phas e· Participates in the operation’s quality assurance testing and review processe s· 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 solution s· Deliver expert-level troubleshooting capabilities to resolve complex issues affecting critical business and infrastructure systems and application s· Manage and escalate issues in a timely, appropriate, and effective manner, and provide clear analysis of options regarding how to proceed with problem resolutio n· Acts as the Tier 2 point of contact engaging Tier 3 support teams and vendors on behalf of end users; raises infrastructure-level identity, MFA, and platform requests to the appropriate teams through the established service-request process .· Coordinates with change-management teams and business users for account changes and onboarding, using standardized intake and request conventions

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Business Knowledg e: • Monitor progress, resolve problems and report regularly to I&IT management and clients’ decision mak ers• Develop performance measures for business analysis evaluation and conduct follow- up.• Knowledge of AODA and Ontario Design System (ODS) standar ds.· Working knowledge of privacy obligations (e.g., PHIPA / FIPPA) and privacy-incident / breach handling for systems holding personal or personal health informati

on. Ensure continuous support of infrastructure and solutio ns: • Create and maintain documents (e.g. change requests, resource schedules, implementation plans etc.) for upgrades and operational activities Support creation and review of build books, run books, deployment guides and other operations processes as requ ired· Participates in incident and Major Incident management — triage, priority assignment, the Major Incident bridge, parent/child incident records, and post-incident review — and meets defined service-level targ ets.· Performs Tier-2 containment for cybersecurity incidents (e.g., disabling affected accounts and de-registering affected tokens) and runs a parallel privacy-breach assessment for incidents involving personal or personal health informat ion.· Supports service-continuity and degraded-mode procedures, including manual fallback processes, and participates in periodic continuity exerci ses.Sk

ills Experience and Skill Set Require mentsPublic Sector Exper ience· 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 personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information, pref erred· Knowledge of AODA and Ontario Design System (ODS) stan da rds5%Technical Exper ienceSalesforce & SaaS Platform Know ledgeo Experience supporting Salesforce-based applica tionsoFamiliarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashbo ards)Application Support & Troublesho otingo Proven ability to triage and resolve application issues within Salesforce environ mentso Experience analy zing:o Data issues (records, validation rules, workf lows)o onfiguration issues (profiles, permissions, f lows)o Knowledge of debug logs, error tracing, and root cause ana lysisIntegrations & Data Han dlingo nderstanding of data flows, data quality, and synchronization i ssueso Familiarity with integration troubleshooting and dependency manag ementTicketing & Support Toolso Experience using incident/ticketing systems (ServiceNow, Jira, Salesforce Service Cloud, etc.)o Ability to document, track, and manage incident lifecycle effect ivelyReporting & Anal yticso Experience creating or supporting Salesforce reports and dashb oardso Ability to extract and analyze data to support business usersSalesforce (Preferred/ Plus)o Hands-on experience with:§ Configuration (not necessarily develop ment)§ User administr ationo Certifications (e.g., Salesforce Administrator) are a plusQA / Testing (Preferred/ Plus)o Experienc e in:§Functional testing / regression te stingWriting or executing test cases and test sc riptso Understandin g of:§UAT su pport§Defect tracking and valid ationIdentity & Access Manag emento Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Manag emento Hardware authentication token (FIDO2) lifecycle manag eme nt40%Operational Excellence & Del i very Incident & Ticket Manag ementDemonstrated abilit y to:Manage ticket queues and SLAsPrioritize incidents based on impact/ur gencyEscalate appropriately while ensuring closure qu alityMajor Incident process: bridge protocol participation, parent/child incident handling, and post-incident r eviewMaintains clear, searchable knowledge base en triesProcess Discipline & Document ationExperience creating and maintai ning:Application support document ationKnown error data basesFocus on process adherence and continuous improv ementSystem Maintenance & Release Su pportInvolvemen t in:Release cycles, deployments, and post-release valid ationSupporting maintenance schedules and upg radesAbility to support change management proc essesTraining & Enabl ementExperi ence:Training end users on Salesforce or business applica tionsCreating user-friendly documentation and g uidesAbility to translate technical configurations into business co ntextCoordination & Del iveryWorks effectively with:Internal teams (dev, QA, business anal ysts)External vendors (if applic able)Demonstrates ability to manage competing priorities and dead l ine s 30%Communication & Customer F ocus Stakeholder Communic ationClear, structured written communication (tickets, KB articles, release n otes)Strong verbal communication with both technical and business usersAbility to explain Salesforce concepts to non-technical usersCustomer Support & Service Orient ationProven experience providing end-user support in a SaaS enviro nmentStrong customer-first mi ndsetAbility to manage high-pressure situations and user expecta tionsCollaboration & Tea mworkEvidence of strong cross-functional collabor ationContributes to team knowledge sharing and support cu ltureCritical Thinking & Problem So lvingAbilit y to:Analyze patterns across inci dentsIdentify recurring issues and suggest improve mentsMake informed decisions under pre ssureSoft S killsStrong listening skills and pat ienceProactive, accountable, and adap tableHigh level of professionalism and responsiv

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ss 25%

M UST HAVES:Salesforce & SaaS Platform Knowledgeo Experience supporting Salesforce-based ap plicationso Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, d

ashboards) Incident & Ticket ManagementDemonstrated ability to:Manage ticket queu es and SLAsPrioritize incidents based on imp act/urgencyEscalate appropriately while ensuring clos ure qualityMaintains clear, searchable knowledge b ase entriesCustomer Support & Service OrientationProven experience providing end-user support in a SaaS environmentStrong customer-fi rst mindsetAbility to manage high-pressure situations and user e xpectationsIdentity & Access ManagementIdentity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement ManagementHardware authentication token (FIDO2) lifecycle

management