Position: Application Support Specialist Location: Toronto, ON

Job ID#: RQ11184 ​ Duration: 15 Months

Role Overview We are seeking an Application Support Specialist with strong experience in supporting Salesforce-based applications and SaaS platforms. This role requires hands-on expertise in troubleshooting, incident management, identity and access management, and collaboration across technical and business teams. The ideal candidate will play a key role in ensuring the stability, performance, and continuous improvement of enterprise systems.

Key Responsibilities Technical Expertise Provide technical expertise for enterprise applications and supporting systems Support and troubleshoot Salesforce-based applications Resolve application issues and assist with system integrations Manage ticketing systems and maintain a comprehensive knowledge base Maintain and update technical documentation, procedures, and support materials Identify and resolve technical issues, including root cause analysis Support system maintenance plans and upgrade schedules Develop business reports and dashboards Balance scheduled service activities with urgent support requests Provide desktop support through ticketing systems with a focus on timely service Create and maintain technical documentation including change requests, implementation plans, and back-out strategies Participate in functional and regression testing, including test case execution Manage user access and profiles within Salesforce Administer identity management tasks, including security group management and user access provisioning Manage hardware authentication token lifecycle (e.g., assignment, verification, decommissioning) Relationship Management & Communication Provide technical support to internal teams and external stakeholders as required Deliver training sessions and user enablement support Collaborate with development, QA, and external vendor teams Communicate complex technical concepts to both technical and non-technical audiences Participate in quality assurance processes and reviews Act as a liaison between business users and technical teams Manage and escalate issues effectively, ensuring timely resolution Serve as Tier 2 support and coordinate with Tier 3 teams when necessary Support onboarding, account changes, and service requests in alignment with established processes Business Knowledge Monitor system performance and report progress to stakeholders Develop and track performance metrics Apply accessibility and design standards such as AODA and Ontario Design System (ODS) Apply privacy and data protection standards, including handling sensitive information incidents Operational Support & Continuity Create and maintain operational documentation (e.g., run books, deployment guides) Participate in incident and major incident management processes Support cybersecurity incident response activities Contribute to service continuity planning and exercises

Qualifications Technical Experience Experience supporting Salesforce applications and SaaS platforms Strong understanding of Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards) Proven ability to troubleshoot and resolve application and data issues Knowledge of debugging, log analysis, and root cause analysis Experience with system integrations and data synchronization Familiarity with ticketing tools such as ServiceNow, Jira, or similar platforms Experience with reporting and analytics within Salesforce Exposure to Salesforce configuration and user administration Experience in functional testing, regression testing, and defect tracking Knowledge of identity and access management (e.g., Microsoft Entra ID / Azure AD) Experience managing authentication mechanisms (e.g., FIDO2 tokens) Operational Excellence & Delivery Experience managing ticket queues, SLAs, and incident prioritization Strong documentation and knowledge base management skills Experience supporting system releases and change management processes Ability to train users and create user-friendly documentation Strong coordination skills with cross-functional teams and vendors Communication & Customer Focus Strong written and verbal communication skills Ability to support technical and non-technical stakeholders Demonstrated customer-first mindset and service orientation Strong collaboration, problem-solving, and critical thinking skills Ability to work effectively under pressure and manage competing priorities Additional Skills Experience in healthcare systems (e.g., EMR, HIS, clinical systems) is an asset Knowledge of privacy regulations related to sensitive data is preferred Familiarity with accessibility standards (AODA) is beneficial French language skills are considered an asset

About Symbiotic Digital Symbiotic Digital provides the IT Experts you need that solve problems and get things done. See what the top 2% in their field can do for you. (Symbiotic Digital is a division of Symbiotic Group Inc.) We serve customers in two ways, we provide: Digital Experts: IT Consulting expertise. Bright Minds That Produce Proven Results Recruitment: Find The Right People You Need Serving IT & Business leaders, Symbiotic Digital provides a business system that enables us to provide the Expert Technical staff needed to solve challenging business and IT problems. IT leaders in the most reputable organizations in Canada have relied on Symbiotic Digital to help them staff difficult assignments with proven Experts uniquely evaluated by our proven QMS – Quality Management System Staff Development Model. We are a 100% Indigenous owned company. Learn more online at Symbiotic Digital Please submit your most recent resume to: RecDep@symbioticgroup.com View All Jobs online at: View Jobs