RQ11179 - Int. Application Support Specialist1-year 3+ month contract (322 business days) - possible extensionONSITE 5 days – 5700 Yonge St, TorontoSecurity Level: CRJMCIntermediate App Support LTC Digital ServicesMUST HAVESSalesforce & SaaS Platform KnowledgeExperience supporting Salesforce‑based applicationsFamiliarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)Incident & Ticket ManagementManage ticket queues and SLAsPrioritize incidents based on impact/urgencyEscalate appropriately while ensuring closure qualityMaintain clear, searchable knowledge base entriesCustomer Support & Service OrientationProven experience providing end‑user support in a SaaS environmentStrong customer‑first mindsetAbility to manage high‑pressure situations and user expectationsNice to HaveQA / Testing (Preferred/Plus)Functional testing / regression testingWriting or executing test cases and test scriptsUAT supportDefect tracking and validationCertifications (e.g., Salesforce Administrator) are a plusPublic sector experienceDescription Technical ExpertiseExperience supporting Salesforce‑based applicationsResolve application issues within Salesforce environmentsAssist with systems integrationsManage ticketed query system and ensure comprehensive database of queries and resolutions is kept up to dateMaintain and update technical documents and proceduresIdentify and resolve technical issuesAid with maintenance plans and upgrade schedules for the organization's systemsDevelop reports for teams across the businessBalance scheduled service activities with urgent support requests and respond quicklyAct 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 serviceCreate and maintain documents for technical upgrades, such as change requests, implementation plans, resource schedules, and back‑out plansExperience in Functional testing / regression testing, writing or executing test cases and test scriptsRelationship Management and CommunicationProvide technical support to teams within the organization, and to external clients when requiredFrench proficiency would be beneficial but is not essentialDeliver regular and customized training to teams within the businessLiaise with the development and Quality Assurance teams, inclusive of third‑party vendor and ministry teamsPresent complex information equally well to technical and non‑technical audiences and act as a knowledgeable liaison between technical teams and business stakeholders during the implementation phaseParticipate in the operation's quality assurance testing and review processesPromote the appropriate application of I&IT to business problems, and undertake comprehensive business needs assessments and analysis of complex business requirements for IT business solutionsDeliver expert‑level troubleshooting capabilities to resolve complex issues affecting critical business and infrastructure systems and applicationsManage and elevate issues in a timely, appropriate, and effective manner, and provide clear analysis of options regarding how to proceed with problem resolutionBusiness KnowledgeMonitor progress, resolve problems and report regularly to I&IT management and clients' decision makersDevelop performance measures for business analysis evaluation and conduct follow‑upKnowledge of AODA and Ontario Design System (ODS) standardsEnsure continuous support of infrastructure and solutionsCreate and maintain documents (e.g. change requests, resource schedules, implementation plans, etc.) for upgrades and operational activitiesSupport creation and review of build books, run books, deployment guides and other operations processes as required#J-18808-Ljbffr