Our public sector client is seeking a Senior Application Support Specialist to provide Level 2 application support for Salesforce-based healthcare applications. The successful candidate will troubleshoot application issues, manage incidents, support identity and access management, coordinate with technical teams, assist with testing activities, and ensure reliable day-to-day operations of critical business systems.

Key Responsibilities

Provide Level 2 application support for Salesforce-based enterprise applications. Troubleshoot and resolve application, configuration, data, and integration issues. Manage incident queues, prioritize tickets, and ensure SLA compliance. Escalate complex issues to Tier 3 support teams and external vendors when required. Administer Salesforce user accounts, permissions, and access management. Support Microsoft Entra ID (Azure AD), security groups, B2B guest access, and FIDO2 authentication token administration. Execute functional and regression testing, validate fixes, and support UAT activities. Create and maintain technical documentation, knowledge base articles, change requests, and operational procedures. Support system upgrades, maintenance activities, releases, and post-deployment validation. Collaborate with developers, QA teams, infrastructure teams, business users, and vendors to resolve production issues. Deliver end-user support, training, and technical guidance while maintaining a high level of customer service. Participate in incident management, service continuity, and operational improvement initiatives.

Must-Have Qualifications

5+ years of application support experience in enterprise environments. Hands-on experience supporting Salesforce applications. Strong knowledge of Salesforce objects, workflows, flows, profiles, permissions, reports, and dashboards. Experience troubleshooting application, configuration, and data-related issues. Proven experience managing incident queues, SLAs, and production support activities. Experience with identity and access management, including Microsoft Entra ID (Azure AD), security groups, B2B guest access, and user administration. Experience performing functional and regression testing, including test case execution. Familiarity with ticketing systems such as ServiceNow, Jira, or Salesforce Service Cloud. Strong documentation, analytical, troubleshooting, and problem-solving skills. Excellent communication and customer support skills with the ability to work effectively across technical and business teams.

Nice-to-Have Qualifications

Salesforce Administrator Certification. Experience supporting healthcare applications, including EMR, HIS, or Long-Term Care systems. Knowledge of PHIPA, FIPPA, AODA, and Ontario Design System (ODS) standards. Experience with Major Incident Management and ITIL-based service delivery. Experience supporting system integrations and data synchronization. Familiarity with cybersecurity incident response and identity lifecycle management. Experience creating Salesforce reports and dashboards. French language proficiency. Public sector experience, preferably within the Ontario healthcare environment.