Job Description
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)
