Senior Application Support Specialist

Position: Senior Application Support Specialist

Duration: 1.25 Years assignment (contract)
Client Location: Toronto (Onsite: 7.25 hours/day between 8:00 AM and 5:00 PM, Monday to Friday)
Engagement Model: Professional Services Engagement – B2B (Incorporated Entities Only)

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Note on Assignment Type

This position is provisionally Onsite, requiring 7.25 hours per calendar day between 8:00 AM and 5:00 PM, Monday to Friday (excluding breaks). Conditions may change based on organizational requirements and at the discretion of the Hiring Manager.

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About the Engagement

Akkodis is seeking an experienced Senior Application Support Specialist to provide Tier 2 support for enterprise SaaS applications, with a strong focus on Salesforce-based platforms.

The successful candidate will play a critical role in maintaining application stability, resolving incidents, supporting integrations, and ensuring secure and compliant handling of sensitive data in a healthcare-focused environment.

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Scope

• Provide production support for Salesforce-based applications and related SaaS platforms

• Manage incidents, service requests, and problem resolution processes

• Support system integrations, data flows, and application configurations

• Maintain system performance, availability, and security compliance.

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Assignment Deliverables

• Incident and service request logs with resolution tracking

• Knowledge base articles and support documentation

• Application support runbooks and operational procedures

• Reports and dashboards supporting business and operational needs.

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Expertise Required

Must Have:

•  Salesforce & SaaS Platform Knowledge

o   Experience supporting Salesforce-based applications

o   Familiarity with Salesforce ecosystem (objects, workflows, flows, permissions, reports, dashboards)

• Incident & Ticket Management

o   Demonstrated ability to:

o   Manage ticket queues and SLAs

o   Prioritize incidents based on impact/urgency

o   Escalate appropriately while ensuring closure quality

o   Maintains clear, searchable knowledge base entries

• Customer Support & Service Orientation

o   Proven experience providing end-user support in a SaaS environment

o   Strong customer-first mindset

o   Ability to manage high-pressure situations and user expectations

• Identity & Access Management

o   Identity-directory administration (e.g., Microsoft Entra ID): security groups, B2B guest invitations, approver / Entitlement Management

o   Hardware authentication token (FIDO2) lifecycle management

Nice to Have:

• Experience in QA/testing (test cases, scripts, execution)

• French language proficiency.

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Security Clearance

Required.

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Important

This is a business-to-business engagement. Candidates must represent an incorporated entity, hold a valid business number, maintain appropriate insurance, and invoice for services rendered.

How to Apply

 Submit your resume in confidence via the Akkodis Canada website.

We thank all applicants for their interest in this opportunity. Only candidates meeting the above qualifications will be contacted for further discussions.

Accessibility:

At Akkodis, part of The Adecco Group, our purpose is simple: to make the future work for everyone. We live our values, Passion, Collaboration, Inclusion, Courage, and Customers at Heart, by fostering a workplace where diversity is celebrated and every voice matter. We encourage applications from individuals of all backgrounds and identities. Together, we’re making the future work for everyone.