Application Support Specialist - Senior

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