Software developer

RQ10557 - Application Support Specialist - Senior Duration : 7 Months (155 Business Days) + 1 Possible extension Location: ONSITE at 40 St Claire Avenue West Must 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. • A team player with a track record of meeting deadlines, managing competing priorities and client relationship management experience. • Ability to explain complex ideas to those with limited IT and systems knowledge. • Exceptional verbal and written communication skills. • Listening ability and patience. • Extraordinary customer service and relationship management experience. AI Disclaimer: Source Code may use artificial intelligence (AI) tools to assist in certain aspects of its recruiting and business operations. Note: The higher end of the range is intended for absolutely exceptional candidates who meet all must-have requirements and most or all nice-to-have qualifications. The client will evaluate candidates based on both rate expectations and overall skill set when shortlisting. INCORPORATED RATE RANGE (7.25 billable hours per day) •