Description:
Reporting to the Senior Manager, Technical Solutions, the Application Support Specialist provides high-level technical support for a range of business applications. This position focuses on ensuring optimal application performance, facilitating smooth integrations, conducting quality assurance (QA), and supporting users with Salesforce, SQL-based systems, and other related software.
Operations WHAT YOU’LL BE DOING:
- Quality assurance: Collaborate with development teams to perform testing, identify bugs, and ensure patches and new features meet quality standards.
- Documentation: Create and maintain technical documentation, including support procedures, FAQs, and knowledge base articles.
- User Training and Support: Provide training sessions and resources to end users to improve their understanding and proficiency with applications.
- Monitoring and alerting: Monitor application performance and system alerts to proactively resolve potential issues.
- Follow best practices in maintenance, configuration, development, quality assurance, data integrity, and root cause analysis.
- Provide technical assistance to troubleshoot issues related to Salesforce, app integrations, and related tools or plugins. Liaise and coordinate with DAS teams, technical personnel, stakeholders, and vendors as needed to troubleshoot issues and maintain the platform and applications.
- Support other Salesforce roles, including administrators, analysts, and data scientists, as needed.
- Use the ticket system to contribute to a knowledge base for problem solving; create and maintain documentation related to the design and processes developed.
Solutions Management
- Define solution requirements and ensure alignment with business goals before implementation.
- Assess and manage vendor capabilities and assist with negotiating terms to secure cost-effective and reliable solutions.
- Assist with lifecycle management of solutions, including upgrades, integrations, and retirement planning.
Projects And Others
- Application upgrade projects, including planning, testing, and deployment.
- Coordinate migration activities for legacy systems to new platforms.
- Manage integration projects between CRM and third-party applications.
- Drive automation initiatives to reduce manual support tasks and improve efficiency.
- Assist in vendor evaluation and onboarding for new application solutions.
- Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
- Other duties as assigned
Qualifications
- Experience supporting enterprise applications in complex environments, including technical, operational, and solutions-based projects through requirements gathering, documentation, and testing.
- Proficient in system and application architecture, troubleshooting, providing support, and utilizing developer tools.
- Salesforce Administration Certification
- Salesforce experience in administration, development tools, Experience Cloud, and non-profit solutions including Non-Profit Success Pack (NPSP) and Non-Profit Cloud (NPC).
- Experience working with external vendors and managing projects using Agile and Waterfall methodologies, with proficiency in project planning tools such as Azure DevOps, Jira, or Asana.
- Strong understanding of ITIL processes, including IT change management, incident management, and problem management, as well as knowledge of web application and website development processes and support.
- Administration and management experience with systems such as Palette, NetSuite, FormAssembly, Oracle PBCS, Live Chat, RDPWin, Novus, and Crystal Reports is an asset
- Working knowledge of programming languages, including Apex, .NET, HTML, and JavaScript is an asset
- Experience working in a non-profit environment is an asset
- Bilingualism (French/English) is highly preferred, with French being an asset due to the organization’s nationwide operations and the need for effective communication across various regions.
- Others may apply