Job ID #31799: Application Support Coordinator

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 #31799: Application Support Coordinator
• Union: CUPE Local 5167
• Job Description ID #: 7634
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on March 18, 2026.
• Vacancy type: This posting is for an existing vacancy 
• 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 Manager of Business Operations, this position is responsible for the performance of the Building Divisions electronic portals and permit related programs and will ensure  that internal/external users such as City staff, private sector developers, applicants, and other stakeholders can use them effectively. The Application Support coordinator will provide customer service to external users requiring assistance in completing building permit applications and will identify continuous improvement opportunities which will result in an enhanced user experience within the electronic portals.

GENERAL DUTIES

Application Specialist

• Be the link between software developers, information technology division, and internal/external users of business applications.
• Gathering user requirements and business needs from internal/external users of Building portals. Working with vendors to ensure user requirements are met including user acceptance testing after new portal versions go live.
• Assess efficiencies, recommend and implement action items. Capable of investigating and gathering information on user issues to coordinate between software experts, information technology division and portal users ensuring technical needs are understood and addressed.
• Maintaining a bug list from internal and external user complaints and managing them by priority with applicable internal or external software teams.
• Be capable of articulating the issues that users are facing to internal (information technology division) and external software developers.
• Able to do basic data analysis in excel to report on portal performance and investigate issues.
• Evaluate and map processes, document procedures, and build automation to ensure effective and efficient business practices. Create process maps in Visio or similar software.
• Ensure all electronic portals and programs are  up to date with current fees as per the Building By-law and other applicable User Fee By-laws.

Reports & Documentation

• Prepare procedures and documentation, including creating detailed instructions / user guides for internal and external users as applicable, including production of video tutorials to be made available on the City of Hamilton website for external users.
• Develop necessary reports to aid in analyzing the functionality of systems, required time frames and any other reports deemed necessary by the Building Division.

Deliver Training

• Develop and maintain training materials and plans. Train all Business Unit users and external agencies & applicants on new processes and software in a group setting or on an individual basis to effectively utilize the online portals. Deliver continuing reinforcement training, including onboarding training for new employees.

Maintenance & Support

• Provide day-to-day support for all internal and external users. Triage service requests to determine appropriate resolution. Troubleshoot and assess when to escalate to ITS/software service provider as required.
• Provide assistance to the service counter and phone inquiries for application administration and customer service.
• Performs other duties as assigned which are directly related to the major responsibilities of the job.

QUALIFICATIONS

1. A degree or diploma in business, information systems or related or equivalent combination of education and relevant work experience or disciplines pertinent to the job functions.
2. Familiarity with the Development and Building Permit process would be an asset.
3. Experience in supporting digital transformation and delivering online services.
4. Experience supporting automated process implementation, which includes training, facilitation, change management and customer service.
5. The ability to act independently, with strong problem solving and decision-making skills.
6. Must possess excellent written and verbal skills.
7. Effective facilitation, presentation, problem solving, and customer service skills required to present and solve issues occurring in online portals.
8. Able to handle sensitive and private information of applicants with tact and discretion. 
9. Public sector / municipal work experiences an asset.
10. A strong dedication to serving clients and ability to work closely with end users.
11. Work exceptionally well in cross-functional teams.
12. Ability to work in a strategic and proactive manner to perform under pressure, on multiple assignments to meet deadlines with minimal supervision.
13. Ability to provide effective and efficient customer when communicating with Directors, Managers, City staff, external agencies, developers, architects, residents and other applicants face-to-face or via telephone / email.
14. Must possess numerical aptitude and computer literacy skills in Microsoft Office Software (Word, Excel, PowerPoint). Working knowledge of Computronix – POSSE would be an asset.
    

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.