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Randstad Logo Randstad · IT - Administration

Intermediate Application Support Specialist

Canada, Toronto · Job Posted June 09, 2026
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Job Description

We are seeking a highly motivated and customer-focused Intermediate Application Support Specialist for an enterprise-level contract opportunity based in Toronto. In this role, you will be responsible for providing high-quality technical expertise and operational support for core software-as-a-service (SaaS) and Salesforce-based applications. As a core link between end users, technical engineering squads, and business stakeholders, you will ensure optimal application performance, manage ticketed queues within strict SLAs, and handle platform configuration issues. This role is ideal for a proactive troubleshooter who excels in structured environments, balances competing priorities with ease, and is passionate about maintaining system reliability.

Job Responsibility

  • Application Troubleshooting: Deliver high-tier technical support and root-cause analysis to triage and resolve application data, record validation, and configuration issues within Salesforce environments
  • Incident & Queue Management: Manage corporate ticket queues, prioritize incoming incidents based on business impact or urgency, and maintain strict adherence to service level agreements (SLAs)
  • Technical Documentation: Author and maintain technical support documentation, operational deployment guides, known error databases, and searchable knowledge-base entries
  • Cross-Functional Liaison: Act as a central point of contact between end users and specialized technical streams—such as Database Administrators, Network Engineers, and Security Specialists—to coordinate issue resolutions
  • System Maintenance & Releases: Support platform upgrade schedules, change management processes, release cycles, and post-deployment validation activities
  • Reporting & Analytics: Design, configure, and manage standard reports and visual dashboards to deliver actionable data insights to various business units
  • Quality Assurance Support: Participate in operational quality assurance reviews, executing functional or regression test cases, and supporting User Acceptance Testing (UAT) tracking
  • User Enablement & Training: Develop and deliver customized technical training, user-friendly how-to guides, and release notes to business users
  • Operational Compliance: Ensure all solution support activities comply with corporate digital accessibility guidelines and data protection policies

Requirements

  • Salesforce Ecosystem Acumen: Strong hands-on experience supporting Salesforce-based applications, with a solid understanding of standard objects, workflows, flows, profiles, permissions, and dashboards.
  • SaaS Ticket Lifecycle: Proven experience providing end-user support in a cloud-hosted SaaS environment using enterprise incident management systems (e.g., ServiceNow, Jira, Salesforce Service Cloud).
  • Data Integration & Flows: Foundational understanding of integrated data streams, synchronization issues, and dependency management across distributed systems.
  • QA & Testing Capabilities: Functional experience writing or executing test scripts, tracking codebase defects, and validating fixes during release support windows.
  • Customer Service Focus: A strong customer-first mindset with proven patience, strong listening skills, and the ability to manage high-pressure situations and user expectations.
  • Problem Solving: Strong critical thinking skills to perform error tracing, analyze underlying patterns across recurring incidents, and suggest structural improvements.
  • Communication Depth: Clear, structured written and verbal communication skills, with a polished ability to explain complex technical configurations simply to non-technical users.
  • Regulated Domain Awareness: Familiarity working within large structured frameworks or healthcare-adjacent systems (such as EMRs, clinical assessment tools, or long-term care systems) alongside standard privacy principles is highly valued.
  • Certifications: Active professional credentials, such as a Salesforce Certified Administrator designation, are considered a strong asset but are not mandatory.

Nice to have

  • Active professional credentials, such as a Salesforce Certified Administrator designation, are considered a strong asset but are not mandatory
  • Familiarity working within large structured frameworks or healthcare-adjacent systems (such as EMRs, clinical assessment tools, or long-term care systems) alongside standard privacy principles is highly valued

What we offer

  • Diverse Tech Exposure: Deepen your technical knowledge within the Salesforce ecosystem, cloud-based SaaS integrations, and modern incident management platforms
  • Professional Growth: Capitalize on an environment that values cross-functional exposure to Quality Assurance, release validation, and deployment tracking
  • Long-Term Continuity: Secure a stable 15-month foundational contract offering strong career predictability and extension avenues
  • Structured Environment: Gain experience supporting critical systems while operating within defined compliance, accessibility, and operational excellence standards
Randstad - All Job Offers

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