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Application Support Specialist (Closed)

Job Highlights

The Application Support Specialist will play a crucial part in providing our client's Membership with high-quality software, a well-organized Knowledge Base, and a great support service via their Service Desk.

The Application Support Specialist plays an important part in our client's product development process. The individual will be responsible for conducting tests before product launches to ensure software runs smoothly and meets all client needs, while being organized in their documentation and management of any concerns that arise from testing. Once testing has been approved, the documented information will help build a knowledge base and how-to articles. Ultimately, you should monitor all stages of software development to identify and resolve system malfunctions to meet quality standards.

About the Opportunity

Application Support Management (70%)

  • Liaise with internal teams (e.g. developers and product managers) to identify system requirements and resolve bugs and issues
  • Monitor and resolve Service Desk tickets where/when applicable
  • Identify, record and report bugs and feature requests submitted by user base via Service Desk
  • Manage response times and quality of responses to support tickets submitted by user base Knowledge Base Management
  • Maintain internal software knowledge base
  • Compile list of new features and bug fixes for release notes
  • Create and maintain Knowledge Base articles for new and existing features
  • Collaborate with cross-organizational teams to deliver high-quality information articles to the user-base in an insightful and easy-to-follow layout

Quality Assurance Specialist (30%)

  • Based on the requirement, specification, and technical design documents, create detailed, comprehensive, and structured Test Plans with relevant Test Cases
  • Design, develop and execute automation scripts using open source tools
  • Estimate, prioritize, plan and coordinate QA activities
  • Perform thorough regression testing on a regular basis to ensure software stability
  • Track quality assurance metrics, like defect densities and open defect counts
  • Stay up-to-date with new testing tools and test strategies
  • Identify, record, document thoroughly and track bugs

About You

  • A post-secondary education, with a focus on business processes and/or technology
  • A good understanding of computer systems and software solutions, including knowledge of best-practices approach to flow and functionality
  • Knowledge of mobile, web-based, and cloud-based application delivery development and delivery practices
  • Experience in ITIL and ITSM delivery models and practices, in an Agile project management environment (JIRA)
  • 5+ years of relevant professional experience
  • Proven work experience in software quality assurance and documentation
  • Strong knowledge of software QA methodologies, tools, and processes
  • Experience in writing clear, concise, and comprehensive test plans and test cases
  • Experience working in an Agile/Scrum development process
  • Client focused, well organized, effective interpersonal skills and being a team player are required to achieve goals
  • Experience in communicating with users, other technical teams, and senior
  • management to collect requirements, describe software product features, product strategy and influence outcomes in technical decision-making
  • Strong writing skills, to appropriately document processes and procedures, while using correct spelling and grammar
  • Experience in Mobile Apps QA on Emulators and Devices is an added value
  • Experience with performance and/or security testing is a plus
  • Excellent coding and proofreading skills
  • Top-notch teamwork and communication skills
  • Ability to manage your workload with minimal supervision
  • Experience in partnering with product and program management teams
  • Work is fully remote during COVID. Post-COVID, the role will be onsite at the head office



How to Apply

Click the “Apply Now” button and follow the instructions to submit your resume. Please note that we only accept documents in MS Word or Rich Text formats. When referencing this job, quote #28400.

You must currently reside within the Greater Toronto Area and be permitted to work in Canada to be considered for this opportunity. A recruiter will be in touch with you if your profile meets our client’s requirements for this role.