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
o Understanding of:
UAT support
Defect tracking and validation
Certifications (e.g., Salesforce Administrator) are a plus
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.
Knowledge of AODA and Ontario Design System (ODS) standards.
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
Experience and Skill Set Requirements
experience working in the healthcare industry, specifically in providing application support, testing on systems for Long-Term Care, Electronic Medical Records (EMRs), Hospital Information Systems (HISs), Clinical Assessment tools, etc.
Knowledge of personal health information protection legislative requirements and how they apply to developing and maintaining healthcare systems containing personal health information, preferred
Knowledge of AODA and Ontario Design System (ODS) standards
Salesforce & SaaS Platform Knowledge
o Experience supporting Salesforce-based applications
o Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)
Application Support & Troubleshooting
o Proven ability to triage and resolve application issues within Salesforce environments
o Experience analyzing:
o Data issues (records, validation rules, workflows)
o Configuration issues (profiles, permissions, flows)
o Knowledge of debug logs, error tracing, and root cause analysis
Integrations & Data Handling
o Understanding of data flows, data quality, and synchronization issues
o Familiarity with integration troubleshooting and dependency management
Ticketing & Support Tools
o Experience using incident/ticketing systems (ServiceNow, Jira, Salesforce Service Cloud, etc.)
o Ability to document, track, and manage incident lifecycle effectively
Reporting & Analytics
o Experience creating or supporting Salesforce reports and dashboards
o Ability to extract and analyze data to support business users
Salesforce (Preferred/Plus)
o Hands-on experience with:
Configuration (not necessarily development)
User administration
o Certifications (e.g., Salesforce Administrator) are a plus
QA / Testing (Preferred/Plus)
o Experience in:
Functional testing / regression testing
Writing or executing test cases and test scripts
o Understanding of:
UAT support
Defect tracking and validation
Operational Excellence & Delivery
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
Process Discipline & Documentation
- Experience creating and maintaining:
- Application support documentation
- Known error databases
- Focus on process adherence and continuous improvement
System Maintenance & Release Support
- Involvement in:
- Release cycles, deployments, and post-release validation
- Supporting maintenance schedules and upgrades
- Ability to support change management processes
Training & Enablement
- Experience:
- Training end users on Salesforce or business applications
- Creating user-friendly documentation and guides
- Ability to translate technical configurations into business context
Coordination & Delivery
- Works effectively with:
- Internal teams (dev, QA, business analysts)
- External vendors (if applicable)
- Demonstrates ability to manage competing priorities and deadlines
Communication & Customer Focus
Stakeholder Communication
- Clear, structured written communication (tickets, KB articles, release notes)
- Strong verbal communication with both technical and business users
- Ability to explain Salesforce concepts to non-technical users
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
Collaboration & Teamwork
- Evidence of strong cross-functional collaboration
- Contributes to team knowledge sharing and support culture
Critical Thinking & Problem Solving
- Ability to:
- Analyze patterns across incidents
- Identify recurring issues and suggest improvements
- Make informed decisions under pressure
Soft Skills
- Strong listening skills and patience
- Proactive, accountable, and adaptable
- High level of professionalism and responsiveness
