Application Support Specialist

Application Support Specialist

The Canadian Cancer Society works tirelessly to save and improve lives, raising funds for research and providing compassionate support. Joining the dynamic Digital Strategy & Technology team, the Application Support Specialist will help power operations and fuel our mission through innovative digital solutions, enhancing our digital presence and boosting fundraising capabilities.

Reporting to the Senior Manager of Application Support, this role is crucial for supporting, enhancing, and evolving enterprise applications, with a strong focus on Salesforce and integrated systems. The Application Support Specialist ensures application stability and performance through quality assurance, user enablement, system enhancements, and the successful delivery of upgrades, integrations, and optimization initiatives.

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.

Solutions Management

• Help identify, evaluate, and recommend potential software applications, tools, or hardware solutions.
• Assist in vendor evaluation and onboarding for new application solutions.
• Provide technical assistance to troubleshoot issues related to Salesforce, app integrations, and related tools or plugins.
• Liaise and coordinate with DAS teams, technical teams, stakeholders, and vendors to maintain platforms and applications.
• Support other Salesforce roles, including administrators, analysts, and data scientists.
• Use the ticket system to contribute to a knowledge base for problem solving.
• Create and maintain documentation related to design and processes.
• Drive automation initiatives to reduce manual support tasks and improve efficiency.

Projects And Others

• Actively contribute to projects and participate in the development of new solutions and process optimization.
• Support projects as a subject matter expert and technical resource.
• 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.
• 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

• Bachelor's degree in information technology, computer science or a related field, or at least 3 years of equivalent work experience.
• Salesforce Admin certification as well as proven experience in supporting and administering Salesforce applications.
• Experience with quality assurance (QA) processes, including planning and conducting testing.
• Knowledge of middleware tool and technology integration.
• Ability to shift and adjust to changing demands and priorities – agile and waterfall methodologies.
• Experience with API testing tools.
• Knowledge of service management practices (e.g., ITIL framework).
• Knowledge of ticketing systems such as FreshService, and project tracking systems like Azure DevOps.
• Good interpersonal and communication skills, with a focus on customer service and communication.
• Strong analytical skills and solution-oriented mindset.
• Strong ability to follow through on timelines and commitments without needing external prompting.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience working in a team-oriented environment.
• 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.

What You Can Expect From Us

CCS offers impactful opportunities to transform the lives of Canadians affected by cancer. We foster an inclusive workplace rooted in values of Courageous, United, Caring, and Rigorous. Expect a competitive salary, excellent benefits including paid parental leave, family sick time, health insurance, and a fulfilling environment.

COME AS YOU ARE

At CCS, we celebrate individuality and diversity, committed to fostering an inclusive and equitable workplace. We encourage applications from all qualified candidates, including equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, and veterans.

Key skills/competency

• Salesforce Administration
• Application Support
• Quality Assurance (QA)
• ITIL Framework
• System Integration
• Troubleshooting
• Technical Documentation
• User Training
• Azure DevOps
• API Testing