Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
Job ID #31493: Application Support Specialist - Emergency Services (2 Positions)
Union: Non-Union
Job Description ID #: 7795
Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on November 5, 2025.
Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.
SUMMARY OF DUTIES
Reporting to the Supervisor, Business Applications, the Application Support Specialist – Emergency Services is responsible for managing and supporting the technical architecture, integrations, and overall system functionality of the Emergency Services technology platforms, including Computer Aided Dispatching, Records Management, Paging & Station Alerting, Next Generation 911 and Automated Vehicle location solutions within the City’s IT infrastructure. Through project and operational activities, this role requires deep expertise in system administration, integrations, ITIL frameworks, and troubleshooting across multiple support levels. The successful candidate will ensure the stability, scalability, and performance of the City’s Emergency Services technology platforms while contributing to the City’s technology roadmaps.
This position has regular access to confidential HR and Finance data.
GENERAL DUTIES
Provides technical oversight and administration of the City’s Emergency Services technology platforms, including configuration, security, and performance optimization.
Maintains data integrity of the City’s Emergency Services technology platforms through the setup of data structures to ensure data accuracy within the system.
Supports data management functions including import/export of data. Performs regular audits to maintain data integrity and executes mass data imports or exports as required.
Manages and supports integrations between City’s Emergency Services technology platforms and other enterprise applications including, but not limited to, EAM, ERP, GIS, CRM, and EDRMS.
Defines and assigns user roles, user groups, and permissions to ensure secure and controlled access.
Collaborates with vendors, internal stakeholders, and business units to troubleshoot system issues, enhance functionality, and implement application customizations and enhancements while adhering to industry and business best practices.
Ensures alignment with ITIL best practices for incident management, problem resolution, and change control processes.
Develops functional and technical specifications from detailed business requirements.
Leads development and implementation tasks identified on project plans to achieve goals, deliverables, and timelines.
Reviews release notes from application vendor to understand new features, fixes, or changes.
Designs, develops, and executes system test plans and user acceptance testing (UAT) including development of test cases and test scripts.
Assists in the development of standard operating procedures, knowledge articles, technical standards, governance policies, and best practices for application usage.
Works collaboratively with Solution Architects, Integration Architects and Enterprise Architects to maintain system architecture documentation and identifies solutions for new business requests.
Collaborates on cross-functional teams with other City staff and consultants that may be involved in application development projects throughout the Corporation.
Responds to application issues from the user community, normally via the service desk; troubleshoot problems. Works with other Information Technology staff as required to resolve issues and identifies root cause. Escalates issues and requests to application vendors, staff, and other business stakeholders as required.
Will be required to provide on-site and on-call support to users.
May be assigned to an initiative or project requiring the individual to take direction from other IT Managers, Supervisors and/or Project Managers.
Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
Performs other duties as assigned, which 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 Emergency Services applications, including system configuration, integrations, troubleshooting, and customizations while adhering to industry and business best practices.
Advanced working knowledge of SQL databases (ORACLE, Microsoft SQL Server).
Familiarity with Enterprise systems (ERP, GIS, CRM, EDRMS) and their interactions with Emergency Services applications.
Working knowledge of application development lifecycles and supporting practices.
Ability to lead root cause analysis, incident resolution, and performance tuning.
Strong documentation skills, including technical design documents, integration mappings, and system architecture diagrams.
Working knowledge of application quality assurance 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.
Ability to make sound and logical judgments.
Strong interpersonal, written, and oral communication skills.
NOTE 1:
As a condition of employment, the successful applicant(s) will be required to achieve a
satisfactory Criminal Record and Judicial Matters Check (CRJMC).
NOTE 2:
As a condition of employment, the successful applicant(s) will be required to undergo a Social Media Background Check which will be conducted by Human Resources. This report must meet the employer’s satisfaction to proceed with employment.
Disclaimer:
Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.
Terms:
The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide 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.
