Application Support Specialist

Assignment: RQ00709 - Application Support Specialist - Senior Requisition: RQ00709 Job Title: Application Support Specialist - Senior for PB4P Client: Ontario Health Start Date: 2026-08-04 End Date: 2027-07-30 Department: Digital Excellence in Health Office Location: 525 University Avenue, Toronto Business Days: 250.00

Must Haves:

• Minimum of five years experience working in BMC Helix, including custom built modules, data review and updates, and use of ticketing and tracking systems.
• Minimum of five years experience with identity management solutions such as NetIQ, including management of user access, permissions, credentials, and account data.
• Minimum of five years experience working with client management systems and custom built software solutions used to manage customer, product, and service data.
• Demonstrated experience managing data at the individual customer or account record level, including communication with customers and strong analytical skills.
• Demonstrated attention to detail and ability to meet the highest standards of accuracy while following business practices, information management requirements, and data governance rules.
• Experience working in a highly complex and multifaceted software environment.
• Proven ability to follow detailed, documented procedures exactly as written and to confirm understanding before executing work.
• Experience working in environments where assumptions are not permitted and where uncertainty must be escalated for review prior to action.
• Demonstrated discipline performing repetitive, high risk, record by record data updates with sustained accuracy and self verification.
• Experience identifying exceptions, anomalies, or scenarios that fall outside documented procedures and formally escalating them using defined processes.
• Candidate will be issued an Agency laptop and is expected to provide at their own expense at least one additional monitor, external keyboard, and mouse. In addition, when the candidate is working from their home location they must have a private office space and are not permitted to work in an open communal space. Internet connection must be hard-wired and suitable bandwidth to support the IT requirements of this role. If these conditions cannot be met within their home office space, the candidate will transition to full time in office, and the hybrid option will no longer be available.
• Attention to detail and demonstrated ability to meet the highest standards of accuracy and procedural compliance, including following documented instructions without deviation. A test will be included in the evaluation and with the interview stage, details to be provided to candidates selected for an interview.

Description

Background Information:

• The Sr. Application Support Specialist will work with the PB4P (Patients before Paperwork) team. As part of the planned integration of OTNhub into One Access as part of PB4P, data and information management will be paramount to Agency's overall success. Managing existing data and aligning it with other Agency's systems will be required.

Project Work Includes

• Reviewing published inactive records, including providers no longer active in their respective colleges, with OTNhub accounts. Accounts are validated against registries and decommissioned where registrations are no longer valid.
• Validating organizations and updating records to ensure accurate data mapping between Agency systems and OTNhub systems in preparation for integration activities.
• Supporting implementation of a new Indigenous led and Indigenous centered indicator framework, including removal of existing flags and reapplication of indicators based on new criteria and standards.
• Completing other assigned data projects, including large scale decommissions, organization renames, and related data updates across multiple systems.
• Identifying, documenting, and escalating data anomalies, discrepancies, and edge cases encountered during project work prior to executing changes.

Responsibilities:

• Provide technical expertise and application knowledge to perform complex information management tasks while adhering strictly to approved procedures, controls, and authorizations.
• Accurately document all completed work in ticketing and tracking systems, ensuring documentation meets standard operating procedures and privacy, business, legal, and security requirements.
• Identify and resolve technical and data management issues at the customer or account level where resolution is clearly defined and documented, and escalate issues where guidance or approval is required.
• Analyze data and investigate discrepancies to determine required data management changes and execute approved updates on a record by record basis, including verification steps before and after changes.
• Manage data across up to 10 to 12 systems in a complex technical environment while ensuring all authorizations are in place and privacy and security considerations are addressed.
• Attend required training and team sessions to ensure knowledge remains current and procedural changes are incorporated into daily work.
• Proactively identify unclear instructions, data conflicts, or edge cases and pause work to escalate for clarification before proceeding.
• Ensure all decisions, escalations, and outcomes are documented to support auditability and traceability.

Desired Skills:

• Strong analytical and problem solving skills to research issues, identify impacts, and develop options for resolution.
• Ability to resolve business rules, information, and application conflicts involving shared services, applications, and resources.
• Ability to troubleshoot and triage issues using a variety of tools and techniques.
• Knowledge of IT privacy and security standards, principles, and regulations applicable to healthcare technology environments.
• Strong teamwork skills with the ability to manage competing priorities and meet deadlines.
• Exceptional written and verbal communication skills, including the ability to clearly document issues, risks, and exceptions.
• Demonstrated judgment in determining when work can proceed independently versus when review or support is required.

Required Experience / Evaluation Criteria: 100 Points

• Attention to detail and demonstrated ability to meet the highest standards of accuracy and procedural compliance, including following documented instructions without deviation. A test will be included in the interview stage, details to be provided to candidates selected for an interview.: 30 points.
• Experience working in a complex technical environment involving provisioning and removal of access, managing data between systems at a record by record level, and recognizing when escalation is required. A test will be included in the interview stage, details to be provided to candidates selected for an interview.: 60 points.
• Strong communication skills, including the ability to listen, clarify instructions, document work, and escalate issues effectively with internal and external customers.: 10 points.

Deliverables

Deliverables Include:

• Learning systems and processes required to execute project work, including understanding data flows, privacy and security protocols, and business procedures.
• Analyzing organization data and producing reports to identify discrepancies between systems, followed by execution of approved record by record updates to harmonize data.
• Managing Indigenous led and Indigenous centered indicator profiles from intake through review and cleanup of existing data that does not meet current standards.
• Completing other assigned data projects, including large scale decommissions and organization renames across multiple systems, with full tracking and auditing.
• Managing inactive user and organization accounts, including analysis, removal of permissions and access, and decommissioning as required.

Additional Terms

• The term of this Engagement Assignment is for 250 Business Days, with an option to extend up to 59 Business Days at the Agency's discretion. The Engagement Assignment may be extended for unused Business Days at the Agency's discretion.
• The resource will comply with the Agency's policies and procedures.
• The Agency systems cannot be accessed from outside the province of Ontario, and Agency assets including laptops and related equipment cannot be removed from the province of Ontario, without prior written approval from the Agency.
• Candidate will be issued an Agency laptop and is expected to provide at their own expense at least one additional monitor, external keyboard, and mouse. In addition, when the candidate is working from their home location they must have a private office space and are not permitted to work in an open communal space. Internet connection must be hard-wired and suitable bandwidth to support the IT requirements of this role. If these conditions cannot be met within their home office space, the candidate will transition to full time in office, and the hybrid option will no longer be available.
• Assignment Type: This position is currently listed as "Hybrid". The resource under this request will be required to work onsite as per Hiring Manager sole discretion.