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Application Support Specialist

Extendicare Canada Inc.

This is a Contract position in Markham, ON posted July 27, 2022.

Reporting to the Senior Manager, Information Technology, the Application Support Specialist is responsible for end-user application support; designing, testing, and implementing projects for application enhancements; working with end users to troubleshoot access issues; analyzing workflow and recommending alternatives; testing software release updates; and ensuring frontline staff have access to applications that enable them to provide care to Extendicare residents. The Application Support Specialist will also be responsible for providing technical project support and project reporting for business enhancements to support Extendicare strategic priorities. You are a motivated, results-driven team player who will work closely with a team of application specialists, project managers, operational quality teams, and end-user resources to provide support for, and implementation of, technology solutions designed to improve delivery and safety of residents in long term care settings across the country.


This position will be located at our Head Office in Markham, Ontario and will have flexibility for both remote and in-office work based on our hybrid work model.




  • Provide system administration and software technical support to application users, including problem solving and trouble-shooting application issues.
  • Responsible for monitoring and responding to open tickets submitted through our IT Service Management software.
  • Track and report on end user ticket requests submitted through our IT Service Management software.
  • Review, analyze, and evaluate user needs to create system solutions that support overall business objectives.
  • Plan, prioritize, schedule, test, and implement software upgrades.
  • Support business intelligence reporting for application end users in the organization.
  • Perform business analysis and provide recommendations for process improvements; test the improvements and propose/manage a plan to bring these improvements forward into production environments.
  • Perform regular reviews of user access and security rights access for application users.
  • Assist in ensuring appropriate user access to software applications that contain Personal Health Information (PHI) of Extendicare residents


Qualifications and Experience

  • Post-secondary degree or diploma in related field.
  • In-depth business analysis skills with a minimum of 2-years of relevant experience; preference given to candidates with experience in Long Term Care settings.
  • Experience using Microsoft Suite of Products, including Word, Excel, PowerPoint.
  • Strong problem solving, negotiation, time management, and decision-making skills.
  • Strong communicator with excellent interpersonal and application support skills.
  • Experience with Information Technology Service Management software and/or IT ticket management software.
  • Team player who fosters a collaborative work environment, working with others to achieve shared team goals and organizational objectives.
  • Proven hands-on experience in user support.
  • Experience with PointClickCare software and/or knowledge of Long-Term Care workflow are an asset



What Extendicare has to offer:

At Extendicare, we believe that working as a team creates an environment that allows us to reach our potential. We value each employee, encourage equal opportunity for growth and recognize achievement. As a valued member of our team, you can expect:

  • Continuous mentorship, support for life-long learning and growth opportunities
  • Opportunities for advancement and career growth within the organization
  • A rewarding and meaningful work experience where you can enrich your life and the lives of others through your work.
  • Employee Family Assistance Program.
  • Robust benefits package.

Extendicare is a leading provider of care and services for seniors throughout Canada. Through our network of over 115 operated senior care and living centres, as well as our home health care operations, we are committed to delivering care throughout the health care continuum to meet the needs of a growing seniors’ population in Canada. Our qualified and highly trained workforce of 23,700 individuals are united by a dedication to quality care and by our vision of being the best provider of senior care and services in Canada.


In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Extendicare’s Policies on Accommodation, a request for accommodation will be accepted as part of Extendicare’s hiring process.

Extendicare recognizes the importance of immunization to protect our residents, patients, team members and visitors from COVID-19. As such, subject to medical exemptions, a condition of employment with Extendicare is requiring that all new hires have received all required doses of a COVID-19 vaccine approved by Health Canada.