IT Applications Support Consultant (Independent Contractor)

Scope of Services

The Consultant will provide application support services for selected business systems, including LMS, e‑commerce platforms, online proctoring solutions, and CRM tools (e.g. HubSpot).

In particular, the Consultant will:

• Provide technical support services for designated applications, including incident analysis and resolution.
• Troubleshoot application, integration, and user‑related issues, and coordinate with third‑party vendors as needed.
• Monitor system usage, registrations, and payment workflows to identify anomalies and recommend corrective actions.
• Perform user administration tasks (account creation, access rights configuration, deactivation) upon request.
• Carry out functional and regression testing for fixes, enhancements, or new releases.
• Validate system behaviour following deployments and report any residual issues.
• Prepare and maintain documentation deliverables, including SOPs, user guides, and knowledge base content.
• Liaise with external vendors regarding configuration, maintenance, and upgrades, and follow up on agreed actions.
• Propose process improvements, automation ideas, or system enhancements based on observed usage and experience.

• Time commitment, response times, and priorities are defined contractually and may vary depending on project needs.

• Demonstrated experience delivering application support services for SaaS platforms (e.g. LMS, CRM, e‑commerce) (min 2 years)
• Proven ability to troubleshoot web‑based systems and integrations.
• Experience with testing activities (functional and/or regression).
• Strong documentation skills for operational and user‑facing materials.
• Capacity to manage multiple assignments autonomously and communicate clearly with business and technical stakeholders.