RQ10557 - Application Support Specialist - Senior

**RQ10557 - Application Support Specialist - Senior

Duration : 7 Months (155 Business Days) + 1 Possible extensionLocation: ONSITE at 40 St Claire Avenue WestMust 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.