SharePoint/M365 Application Support Specialist (Intermediate)

Job DescriptionJob Description
Job Opportunity: SharePoint/M365 Application Support Specialist (Intermediate)
Location:
Hybrid (3 days/week onsite at 100 Queen St, Toronto City Hall)
Duration:
12 month total, 6-month initial contract with a 6-month extension
Target Rate:
~$45/hr INC (7-hour workdays)
Position Overview
Our government is seeking an Intermediate Application Support Specialist to support the rollout and ongoing operation of an enterprise-wide M365/SharePoint Document Management Solution.
In this role, you will be the primary point of contact for enterprise application support, focusing on triaging incidents, resolving complex user issues, and managing ServiceNow tickets. You will act as a subject matter expert for SharePoint site administration, ensuring post-migration stabilization and maintaining a high-performing production environment while guiding users on best practices.
Key Responsibilities & Deliverables
Ticket Management:
Effectively triage, resolve, and close SharePoint incidents and service requests within ServiceNow.
Site Administration:
Provide ongoing support for permissions management, user onboarding, and site-level configurations.
Rollout Support:
Execute stabilization activities and issue resolution following the organization-wide SharePoint rollout.
Frontline Support:
Deliver direct support to business clients, translating technical jargon into clear guidance for non-technical users.
Root Cause Analysis:
Perform deep-dive analysis of recurring issues and coordinate technical escalations with backend teams.
Documentation & Reporting:
Develop and maintain technical support documentation, SOPs, and knowledge base articles. Provide periodic support metrics and status reporting to the City.
Trend Analysis:
Identify recurring issues and provide proactive recommendations for continuous service improvements.
Required Qualifications & Must-Haves
Experience:
3-5+ years of experience providing application support in an enterprise environment.
Education:
University or Community College diploma/degree in Computer Science, IT, or a related discipline.
ITSM Tools:
Hands-on experience using ServiceNow (or equivalent) to manage, track, and resolve support tickets.
M365 Ecosystem:
Demonstrated intermediate to senior-level experience supporting Microsoft 365 and SharePoint Online.
SharePoint Administration:
Strong working knowledge of site configuration, document libraries, content structures, collaboration features, and permissions/access management (users, groups, inheritance).
Incident Management:
Proven track record of performing incident triage, analysis, and resolution in a production environment.
Migration Support:
Experience supporting SharePoint migrations, deployments, or organization-wide implementations, including post-deployment stabilization and issue remediation.