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    Application Support Technical Lead - Toronto, Canada - Canadian Cancer Society

    Canadian Cancer Society
    Canadian Cancer Society Toronto, Canada

    Found in: Talent CA C2 - 6 days ago

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    Permanent Full time Employee
    Description

    Job Title: Application Support Technical Lead

    Work Model: Hybrid Work Model

    Location: Any CCS Office (Toronto, Vancouver, Montreal, Victoria, Ottawa, Calgary, Halifax, St John's, Kelowna, Prince George, Hamilton, or Quebec City). Detailed office location information can be found by visiting this link: )

    Salary Band: 6 ($64,000 - $96,000 CAD)

    WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?

    The Canadian Cancer Society works tirelessly to save and improve lives. We raise funds to fuel the brightest minds in cancer research. We provide a compassionate support system for all those affected by cancer, across Canada and for all types of cancer. Together with patients, supporters, donors and volunteers, we work to create a healthier future for everyone. Because to take on cancer, it takes all of us. It takes a society.

    Are you interested in making an impact on the lives of Canadians living with Cancer? Do you have experience supporting enterprise financial systems? Do you value working with a collaborative team? Enjoy flexibility in where you perform your work?

    Help us make a difference in developing and enhancing the solutions that support our finance team.

    JOB OVERVIEW

    Reporting to the Senior Manager, Applications Support, the Application Support Technical Lead provides support and leadership to the mission team for various application systems, which include CRM Dynamics, Salesforce, LiveChat, Sitefinity. Oracle NetSuite ERP, EchoVera Intelligent Invoice OCR, Palette.

    CCS is embarking on an exciting Digital Transformation to enhance our technology portfolio, leverage automation, and expand our digital capabilities to deliver a fully connected, intuitive, individually tailored and continuously evolving constituent experience.[KM1]

    This position will collaborate with end users and business stakeholders to identify, troubleshoot, and resolve system and data issues. The Application Support Specialist will also be tasked with identifying and/or implementing improvements to our application systems to streamline business processes. They will be responsible for working closely with our vendor partners and business groups on implementations and enhancements, or when troubleshooting issues.

    WHAT YOU'LL BE DOING:

    Operations:

  • Technical support for all Mission applications services at CCS, including configuration of new services across all applications.
  • Provides technical guidance to team members to support operational requests.
  • Lead triage and root cause analysis of issues, including interacting with vendors, users, and stakeholders, troubleshooting, and ensuring resolution.
  • Work with Senior Manager of Application Support to improve existing processes using existing apps and utilities
  • Acting as a Technical Lead to capture functional requirements and success criteria for operational needs.
  • Contribute to Release Management by following guidelines and processes, creating deployment plans and steps, leading development, testing changes, and tracks and resolves issues through the deployment process.
  • Responsible for application support for mission CRM solutions (Salesforce & Dynamic 365), working with Mission business stakeholders at various levels.
  • Manages and triages incidents, conducts root cause analysis and develops/implements action plans for full issue resolution. Acts as a subject matter expert for related application, data and business processes.
  • Assist in identifying, evaluating, and recommending potential software applications, tools, or hardware solutions.

    • Solutions Management:

  • Lead the development, optimization, testing and implementation of enhancements for existing systems and processes by translating business needs to technical requirements, documenting, and developing solutions.
  • Responsible for development, including, but not limited to, workflows, templates, views, dashboards, and reports. In addition, works with Data Management teams to support reporting and BI needs.
  • Work with stakeholders to evaluate and recommend enhancements, ensure prioritization of requirements and submitting to manager for review, acceptance, and planning.
  • Responsible for evaluation, testing and validation of internally or externally developed solutions, code and plug-ins.
  • Works with vendors to deliver enhancements, solutions, products, services and new capabilities.
  • Responsible for development of deployment packages and ensuring solutions are deployed following change control processes through path to production for each application.
  • Identify, evaluate, and recommend potential software applications, tools, or hardware solutions.

    • Projects:

  • Participates in projects as a subject matter expert and technical lead guiding development of sustainable and scalable new solutions and processes.
  • Translate business requirements into well-architected solutions leveraging technical best practices.
  • Develop estimates of the level of effort to implement a solution based on business requirements.
  • Identifies and documents business, technology, and project risks; develops and recommends contingency plans.
  • Works within Agile and Waterfall project methodologies. Comfortable with Agile ceremonies and project and development planning tools (e.g., Azure DevOps).
  • Responsible for project tasks as assigned and collaborates with various business and technology teams as necessary during project delivery.
  • When acting as technical lead, responsible for the quality and execution of work assigned to team members within the project.

    • QUALIFICATIONS:

  • Post-secondary degree in information management, computer science, or related field of study
  • Experience supporting enterprise systems, preferably Salesforce Cloud and Communities, 365 Dynamics, Sitefinity, LiveChat.
  • Proficiency with HTML, scripting considered an asset.
  • Ability to technical lead a project from gathering requirements to implementation.
  • Experience working within an ITIL-based service delivery model and/or understanding of industry standard Change Management, Incident Management, and Problem Management processes.
  • Excellent analytical and problem-solving skills with strong attention to detail and ability to solve difficult problems in a timely manner while working across multiple stakeholder groups.
  • Good interpersonal and communication skills with a strong focus on customer service
  • Experience in leading technical projects implementations.
  • Bilingual (English and French) would be considered an asset

    • WHAT YOU CAN EXPECT FROM US:

    CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer, their caregivers, families and communities. We are committed to building and nurturing an inclusive community for our employees by highlighting their unique experiences. We value diverse skills and strongly encourage applications from all qualified candidates. CCS is committed to fostering a culture that is inspiring, supportive and exemplifies our core values:

    COURAGEOUS UNITED CARING RIGOROUS

    In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits, which include paid parental leave, paid family sick time and health insurance, and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

    HOW TO APPLY:

    Qualified candidates are invited to submit their resume, cover letter and salary expectations.

    We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

    OTHER INFORMATION:

    CCS is committed to employment equity and encourages applications from all qualified candidates. In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process. We want to make the interview process a great experience for you

    Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

    As an employer, occupational health and safety legislation requires that we protect our workers from health and safety risks in the workplace. CCS has implemented a mandatory vaccination policy requiring that all staff who work in any of our physical workplaces must be fully vaccinated against COVID-19. All employees will need to attest to their vaccination status through a secure online form or automated applications. Reasonable accommodation and remote working will be discussed on a case-by-case basis. Privacy Disclosure

    We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting For more information about our privacy practices, visit

    CONNECT WITH US:

    LinkedIn | Facebook | Twitter | YouTube

    #IND

    #LI-VL1

    #LI-HYBRID

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