Job ID #31313: Application Support Specialist

Job ID #31313: Application Support Specialist - Utility Billing City of Hamilton – a diverse and inclusive community located on the northern shore of Lake Ontario with a population of 380,984. The city’s values include sensational service, courageous change, steadfast integrity, collective ownership, and being engaged and empowered employees. Summary Of Duties Reporting to the Supervisor, Business Applications, the Application Support Specialist – Utility Billing is responsible for managing and supporting the technical architecture, integrations, and overall system functionality of the software for Hamilton’s utility management team. The role requires deep expertise in system administration, configuration, integrations, ITIL frameworks, and troubleshooting across multiple support levels. Provides technical oversight and administration of the software and related systems, including configuration, development, security, and optimization. Works collaboratively with internal and external stakeholders to review change requests, develop overall solution designs, and provide operational support. Develops functional and technical specifications from detailed business requirements and ensures that development and deployment activities adhere to established policies and procedures. Supports integrations between the software and other enterprise applications and services, including third‑party applications. Documents and communicates operating and support processes for system and software management. Captures and maintains software configurations in accordance with business requirements and change procedures. Leads development and implementation tasks identified on project plans to achieve goals and timelines. Collaborates with Solution Architects, Enterprise Architects and Security to maintain system architecture documentation. Collaborates with vendors and internal stakeholders to troubleshoot system issues, enhance functionality, and implement application customizations. Ensures alignment with ITIL best practices for incident management, problem resolution, and change control processes. Develops and documents standard operating procedures, knowledge articles, technical standards, governance policies and best practices for application usage. Responds to application issues from the user community via the IT Service Management (ITSM) application and works with other IT staff to resolve issues. May be required to provide on‑call support to users. Works in accordance with applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies. Performs other duties as assigned that are directly related to the major responsibilities of the job. Qualifications University Degree or College Diploma in Computer Science, Information Systems, or related discipline. Five plus years of experience in IT technical support, system administration, or enterprise software implementation. Extensive hands‑on experience with an enterprise customer information system platform, including system configuration, integrations, troubleshooting, and customizations. Experience with utility billing systems, specifically SpryCIS, is a strong asset. Ability to lead incident resolution and root cause analysis for CIS platform related issues. Working knowledge of Azure Active Directory fundamentals and ability to troubleshoot AD related issues. Advanced working knowledge of SQL databases (ORACLE, Microsoft SQL Server). Advanced working knowledge of reporting and data analytics platforms. Familiarity with ERP, GIS, CRM, HRMS systems and their interactions with a customer information system solution. Strong documentation skills, including technical design documents, integration mappings, and system architecture diagrams. Proficient in application development lifecycles and supporting practices, including QA and change/release management best practices. Ability to translate business requirements into design, functional and technical specifications. Knowledge of fundamental ITIL standards. Proven analytical and problem‑solving abilities. Strong interpersonal, written and oral communication skills. Background Checks As a condition of employment, the successful applicant(s) will be required to obtain a Criminal Record & Judicial Matters Check (CRJM) at their own expense prior to beginning work. A Social Media Background Check will also be conducted by Human Resources and must meet the employer’s satisfaction to proceed with employment. Equal Opportunity Employer The City is an equal opportunity employer that is committed to inclusive, barrier‑free recruitment and selection processes. The City provides accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements. Close date: Submit your application by 4:00 p.m. on November 19, 2025. #J-18808-Ljbffr