RQ11184 - Sr. Application Support Specialist

Source Code; Toronto; On-site; CAD 61,179 - 81,939; Full time

Job summary

Source Code is looking for a Sr. Application Support Specialist in Toronto, Ontario. This role involves supporting Salesforce applications, managing ticket queues, and providing top-tier customer support while ensuring effective incident management.

The ideal candidate will have a proven background in SaaS environments, strong communication skills, and the ability to navigate high-pressure situations. The position offers a contract for over a year with a competitive pay rate.

Qualifications

• Experience supporting Salesforce-based applications.
• Ability to manage ticket queues and SLAs.
• Strong customer-first mindset.

Responsibilities

• Provide expertise and technical knowledge about applications.
• Manage ticketed query system and keep a comprehensive database.
• Act as a liaison between users and technical teams.

Skills

Salesforce & SaaS Platform Knowledge

Incident & Ticket Management

Customer Support & Service Orientation

Identity & Access Management

Stakeholder Communication

Job description

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:

• Salesforce & SaaS Platform Knowledge
  • Experience supporting Salesforce-based applications
  • Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
• 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
• 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
• 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
• 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, verification, de-registration, and de-commissioning.

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 capabilities to resolve complex issues affecting critical business and infrastructure systems and applications
• Manage and elevate issues in a timely, appropriate, and effective manner, and provide clear analysis of options regarding how to proceed with problem resolution
• 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.

Business Knowledge:

• Monitor progress, resolve problems and report regularly to I&IT management and clients' decision makers
• Develop performance measures for business analysis evaluation and conduct follow-up.
• Knowledge of AODA and Ontario Design System (ODS) standards.
• Working knowledge of privacy obligations (e.g., PHIPA / FIPPA) and privacy-incident / breach handling for systems holding personal or personal health information.

Ensure continuous support of infrastructure and solutions:

• 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 required
• 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 targets.
• 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 information.
• Supports service-continuity and degraded-mode procedures, including manual fallback processes, and participates in periodic continuity exercises.

AI Disclaimer:

Source Code may use artificial intelligence (AI) tools to assist in certain aspects of its recruiting and business operations.

Note: The higher end of the range is intended for absolutely exceptional candidates who meet all must-have requirements and most or all nice-to-have qualifications. The client will evaluate candidates based on both rate expectations and overall skill set when shortlisting.

INCORPORATED RATE RANGE (7.25 billable hours per day)

• $55.52/hr - $59.48/hr Inc.

T4 RATE RANGE (7.25 billable hours per day)

• $44.41/hr - $47.59/hr T4