Contribute to the City of Hamilton, one of Canadas 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 #31313 - Application Support Specialist - Utility Billing
• Union: Non-Union
• Job Description ID #: 7841
• Close date: Interested applicants please submit your application by 4:00 p.m. on September 3, 2025.
• Internal applicants should apply with your work e-mail address. External applicantsare 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 Utility Billing is responsible for managing and supporting the technical architecture, integrations, and overall system functionality of the software for Hamiltons utility management team.

Through project and operational activities, this role requires deep expertise in system administration, configuration, integrations, ITIL frameworks, and troubleshooting across multiple support levels. The successful candidate will ensure the stability, scalability, and performance of the software and related systems while contributing to the Citys technology and divisional roadmaps.

This position has regular access to confidential City data.

GENERAL DUTIES

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. Ensures that development and deployment activities adhere to established policies, procedures, and best practices including reviews and approvals and signoffs at each stage.

Works collaboratively with IT resources, business stakeholders, and vendors to support integrations between the software and other enterprise applications and services, as well as third party applications and services.

Develops, documents, and communicates operating and support processes for system and software management using best practices.

Captures, maintains, and updates software configurations in accordance with business requirements, change procedures, functional design updates, issue fixes. Defines configurations, including user roles, user groups, and permissions to ensure secure and controlled access.

Leads development and implementation tasks identified on project plans to achieve goals, deliverables, and timelines.

Works collaboratively with Solution Architects, Enterprise Architects and Security to maintain system architecture documentation and identifies solutions for new business requests.

May be assigned to an initiative or project requiring the individual to take direction from other IT Managers, Supervisors and/or Project Managers.

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.

Leads the development and documentation of standard operating procedures, knowledge articles, technical standards, governance policies, and best practices for application usage.

Responds to application issues from the user community, normally via the IT Service Management (ITSM) application, to troubleshoot problems. Works with other Information Technology staff as required to resolve issues and identifies root cause. Escalates and resolves issues and requests with application vendors, staff, and other business stakeholders as required.

May be required to provide on-call support to users.

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

1. University Degree or College Diploma in Computer Science, Information Systems, or related discipline.
   
2. Five plus years of experience in IT technical support, system administration, or enterprise software implementation.
   
3. Extensive hands-on experience with an enterprise customer information system platform including system configuration, integrations, troubleshooting, and customizations while adhering to industry and business best practices.
   
4. Demonstrated experience in developing and configuring workflows to support business processes related to customer information systems. Experience with utility billing systems, specifically SpryCIS, is a strong asset.
   
5. Ability to lead incident resolution and root cause analysis for CIS platform related issues.
   
6. Working knowledge of Azure Active Directory fundamentals and ability to troubleshoot AD related issues, including single-sign on functionality.
   
7. Advanced working knowledge of SQL databases (ORACLE, Microsoft SQL Server).
   
8. Advanced working knowledge of reporting and data analytics platforms.
   
9. Familiarity with other ERP systems (ERP, GIS, CRM, HRMS) and their interactions with a customer information system solution.
   
10. Strong documentation skills, including technical design documents, integration mappings, and system architecture diagrams.
    
11. Working knowledge of application development lifecycles and supporting practices, including but not limited to application quality assurance and change/release management best practices.
12. Ability to translate business requirements into design, functional and technical specifications.
    
13. Knowledge of fundamental ITIL standards.
    
14. Proven analytical and problem-solving abilities.
    
15. Ability to make sound and logical judgments.
    
16. Strong interpersonal, written, and oral communication skills.

NOTE 1: 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 in this position.

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 employers 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. Please note that your application may be shared with third party recruitment supports solely for the City of Hamilton position(s) to which you have applied. All resulting offers of employment will be provided directly from the City of Hamilton.

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.