Application Support Specialist – Intermediate

Application Support Specialist – Intermediate

Assignment Type - 5 days Onsite

MUST HAVES:

Salesforce & SaaS Platform Knowledge

o   Experience supporting Salesforce-based applications

o   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

Nice to Have:

QA / Testing (Preferred/Plus)

o   Experience in:

Functional testing / regression testing

Writing or executing test cases and test scripts

Understanding of:

UAT support

Defect tracking and validation

 Certifications (e.g., Salesforce Administrator) are a plus

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 capabilities to resolve complex issues affecting critical business and infrastructure systems and applications

·      Manage and escalate issues in a timely, appropriate, and effective manner, and provide clear analysis of options regarding how to proceed with problem resolution

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.

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

Skills

Experience and Skill Set Requirements