BUSINESS APPLICATION SUPPORT SPECIALIST

City of Toronto; Toronto; On-site; CAD 100,000 - 125,000; Full time

Job summary

A municipal government in Toronto is seeking a full-time Business Application Support Specialist to provide IT support for various applications within the Seniors Services & Long-Term Care Division. The role includes liaising with vendors, offering training, and ensuring effective system functionality. Candidates should have a degree in computer science, along with experience in enterprise application support and a commitment to customer service.

Qualifications

• Experience providing Tier 2 support for enterprise applications.
• Experience creating user-friendly business documentation.
• Experience in designing and delivering training programs.
• Experience documenting business processes and writing reports.
• Familiarity with government legislation in the area of privacy.

Responsibilities

• Provides business application support and IT-related support for specific applications.
• Liaises with external vendors to resolve technical issues.
• Collaborates with divisional IT to resolve issues.
• Writes reports and documents business processes.
• Develops training material and delivers training to staff.

Skills

Strong organizational skills

Proficiency in Microsoft Office Suite

Demonstrated experience with ServiceNow

Effective communication skills

Project management skills

Ability to assist staff in using software

Education

Post-secondary degree in computer science or related field

Job description

Job ID: 58462

Job Category: Information & Technology

Division & Section: Seniors Services & Long Term Care, LTC Management Services

Work Location: Metro Hall – 55 John St.

Job Type & Duration: Full-time, Permanent

Hourly Rate: $40.69 - $44.57

Shift Information: Monday to Friday, 35 Hours per week

Affiliation: L79 Full-time

Number of Positions Open: 1

Posting Period: 11-Sept-2025 to 25-Sept-2025

Amendment: #1 – 09/12/2025

Conditions for SSLTC employment added

The City’s Seniors Services and Long-Term Care (SSLTC) Division supports Toronto seniors and residents in long-term care homes to have the healthiest, most fulfilling lives possible through exceptional care and services. Vulnerable individuals who reside in the community are supported through adult day programs, supportive housing services, tenancy support and homemakers and nurses services. CareTO is our brand for the culture change we are investing in for the City’s 10 directly operated long-term care homes ( https://www.toronto.ca/community-people/housing-shelter/rental-housing-tenant-information/finding-housing/long-term-care-homes/careto/ ).The division values Compassion, Accountability, Respect and Excellence which shape our organizational culture, our priorities, and the experiences of all those who live, work, volunteer, and visit.

Major Responsibilities

• Provides business application support and IT related support for the Division's specific applications.
• Liaises and coordinates with external vendors to resolve technical issues.
• Collaborates with the divisional IT to resolve issues and/or escalate to the appropriate Corporate Technology Services groups. Provides 2nd Tier escalation to other business groups within the Division.
• Follows up on the status of inquiries that have been escalated.
• Writes reports. Documents and maintains business processes for related systems in the Division. Recommends innovative solutions when outlining potential for process efficiencies.
• Develops training material and delivers training to staff on the use of technology and various aspects of business process and procedures relating to the Division's Business Applications.
• Provides assessment, analysis and evaluation of business processes and technology for resolution related to operations, enquiries and system related issues.
• Analyzes, updates existing versions and tests new releases and upgrades in the business application software.
• Provides guidance and expertise to other staff.
• Creates updates and distributes reference information to system users on software and/or procedure changes.

Key Qualifications

• A post-secondary degree in computer science or a related field, or an equivalent combination of education and relevant experience.
• Experience providing Tier 2 support for enterprise applications, including managing support tickets, troubleshooting technical issues, and coordinating with vendors and internal IT teams, as well as assessing and analyzing business processes and technology to identify and resolve operational and system-related issues.
• Experience creating clear and user-friendly business documentation for end users, including manuals, guides, and process documentation.
• Experience in designing and delivering training programs on enterprise applications, and organizational procedures, including the development of effective training materials.
• Experience documenting business processes, writing reports, and maintaining accurate records to support system functionality and improvements.
• Experience analyzing, updating, and testing new releases and upgrades of business application software.

You must also have

• Strong organizational skills with the ability to prioritize projects, handle multiple tasks concurrently and meet deadlines with minimum supervision.
• Proficiency in the use Microsoft Office Suite (Excel, Word, PowerPoint, and Outlook).
• Demonstrated experience with ServiceNow
• Commitment to delivering superior customer service and ability to provide troubleshooting.
• Ability to assist staff in using software, as well as the ability to link user responsibilities to program benefits and the participating unit's goals.
• Demonstrated project management skills and experience as well as strong conceptual, analytical and problem-solving skills.
• Ability to effectively work with both technical and non-technical colleagues, system vendors and staff in client divisions.
• Familiarity with government legislation in the area of privacy (MFIPPA) and (PHIPA).
• Ability and commitment to working independently, yet collaboratively and pan-institutionally.
• Highly developed communication (oral and written) and interpersonal skills.
• Ability to produce statistical data and reports.

Please Note:

As a condition of employment with the Seniors Services & Long-Term Care Division, selected candidates will be required to provide a satisfactory Police Reference Check (PRC) with vulnerable sector screening, tuberculosis screening and proof of immunization in accordance with the Fixing Long-Term Care Act, 2021 (O.Reg.246/22).

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity .