We are looking for an Application Support Anlayst to join a healthcare organization in Mississauga, Ontario on a Long-term Contract basis. This position is suited to a hands-on support specialist who can resolve application issues, strengthen system reliability, and work closely with technical and business teams. The successful candidate will contribute to incident resolution, user support, testing, reporting, and controlled system changes while helping maintain efficient day-to-day operations.

Key Responsibilities

• Provide day-to-day application and CRM support, with a primary focus on Salesforce.
• Manage approximately 10 complex, user-facing support tickets per day, prioritizing issues based on business impact and urgency.
• Investigate, troubleshoot, and resolve application and CRM-related issues in a timely and effective manner.
• Serve as a key point of contact for business users and stakeholders experiencing CRM or application issues.
• Communicate clearly with users, including individuals without a technical background, to understand issues and explain solutions.
• Translate business requirements and user concerns into actionable technical or functional solutions.
• Proactively identify recurring issues, potential system improvements, and opportunities to enhance the user experience.
• Work independently to research, troubleshoot, and resolve issues, demonstrating strong problem-solving and investigative skills.
• Collaborate with technical teams, application owners, vendors, and business stakeholders when issues require escalation or cross-functional support.
• Monitor and manage support tickets through resolution while maintaining appropriate documentation and communication.
• Support application testing, quality assurance, and validation of fixes or enhancements as required.
• Follow established IT service management, incident, problem, and change management processes.
• Contribute to knowledge documentation, support procedures, and continuous improvement initiatives.
• Step into the role quickly and maintain a high level of operational support and service quality.

Required Qualifications

• Undergraduate degree in Computer Science, Mathematics, Statistics, Information Technology, or a related field.
• Minimum 5 years of experience supporting Web and Windows-based applications, helpdesk/service desk environments, application support, and/or quality assurance.
• Hands-on Salesforce experience is required.
• Salesforce certification is preferred.
• ITIL Foundation Certification in IT Service Management (Version 4 or later).
• Demonstrated experience troubleshooting complex application issues in a user-facing support environment.
• Strong written and verbal communication skills, with the ability to communicate effectively with technical and non-technical stakeholders.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to work independently, take ownership of issues, and determine appropriate solutions with limited direction.
• Strong customer-service mindset and ability to build positive relationships with business users.

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