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Open nowFirst seen 32 hours ago

RQ10557 - Application Support Specialist - Senior

SourceCode857 open roles

Where
Toronto, ON, Canada
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Your applicationOpen nowRQ10557 - Application Support Specialist - SeniorSourceCode · Toronto, ON, Canada

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Share of postings closed within
  1. 2.0%1 day
  2. 4.3%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: first seen 32 hours ago

The posting

RQ10557 - Application Support Specialist - Senior  Duration : 7 Months (155 Business Days) + 1 Possible extension

Location: ONSITE at 40 St Claire Avenue West 

Must Have:

  • 5+ years of demonstrated experience in coordinating and facilitating project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards
  • Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.
  • Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.
  • Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.
  • Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.
  • Maintains and updates technical documents and procedures.
  • Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others. 

Responsibilities:

  • Provides support to teams within the organization, and to external clients when required.
  • Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.
  • Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.
  • Maintains and updates technical documents and procedures.
  • Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others.
  • Work with the PM towards maintaining client relations, facilitating client meetings and managing client expectations, preparing presentation materials, onboarding, and offboarding project resources.
  • Work with Project/Product Manager (PM) towards facilitating and conducting end user training sessions, develop training materials (manuals or videos), preparing meeting minutes and other documents.
  • Monitor and manage service agreements (budget, scope. timelines), identifying key performance indicators and raising flags as needed.
  • Support other activities as assigned by project/product managers.

General Skills:

  • Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.
  • Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.
  • A team player with a track record of meeting deadlines, managing competing priorities and client relationship management experience.
  • Ability to explain complex ideas to those with limited IT and systems knowledge.
  • Exceptional verbal and written communication skills.
  • Listening ability and patience.
  • Extraordinary customer service and relationship management experience. 

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)

  • $44.42/hr - $47.58/hr T4
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