Application & Systems Support Analyst

Application & Systems Support Analyst

Reporting to: Sr. Manager, Information Technology

Vacancy: New vacancy

Salary Range: $60,000 - $75,000

Workplace Type: Hybrid arrangement with 2 days per week in office. The OBSI office is located in downtown Toronto.

About OBSI

Canada's Ombudsman for Banking Services and Investments (OBSI) is a national, independent, and not-for-profit organization that helps resolve and reduce disputes between consumers and financial services firms in both official languages. OBSI is responsive to consumer inquiries, conducts fair and accessible investigations of unresolved disputes, and shares its knowledge and expertise with the stakeholders and the public. If a consumer has a complaint against an OBSI participating bank or investment firm that they are not able to resolve with the bank or firm, OBSI will investigate at no cost to the consumer. Where a complaint has merit, OBSI may recommend compensation up to a maximum of $350,000.

About the Role

OBSI's Dynamics CRM case management system, Dynamics Business Central, Firm Portal and Consumer Portal are central to the delivery of consistent and timely services to Canadian financial services consumers and firms. The data in OBSI's Dynamics applications is also critical to ongoing operations and to delivering accurate and valuable reporting to internal and external stakeholders. This role of Application & Systems Support Analyst contributes to the delivery of consistent, reliable, and accessible IT services to internal and external stakeholders, supporting the organisation's mission and operational excellence.

Duties and Responsibilities

• Provide application support for Dynamics CRM, Dynamics Business Central, SharePoint Online, and firm and consumer portals, ensuring service continuity and adherence to best practices
• Act as the first point of contact for application-related incidents and service requests, logging, categorising, prioritising, and resolving issues in accordance with incident management procedures
• Assist in problem management by identifying recurring incidents, contributing to root cause analysis, and supporting the implementation of permanent solutions
• Support user access management, including onboarding, role assignment, and permissions for Dynamics, SharePoint, and portals in line with security and compliance standards
• Fulfil routine service requests, such as application configuration changes and minor updates, following established procedures
• Deliver level 1 support for AV equipment in meeting rooms and common areas, including basic troubleshooting, setup, and coordination for repairs or escalations
• Document incidents, service requests, resolutions, and user guides to maintain accurate records and support knowledge management initiatives
• Escalate complex or unresolved issues to senior analysts or external vendors as per escalation protocols
• Contribute to IT change management activities, including communication of planned outages, updates, and training support for end users
• Participate in annual upgrade initiatives
• Participate in continuous improvement initiatives, suggesting enhancements to processes and tools to optimise support delivery
• Complete projects as assigned by the Manager, Systems, Data & Reporting and actively participate and contribute to team meetings and team projects

Experience & Knowledge

• Two or more years' experience providing technical support for business applications
• Intermediate knowledge of Dynamics CRM, Dynamics Business Central, SharePoint Online and Office 365
• Experience working with Dynamics entities, workflows, business processes, forms, and fields
• Experience supporting users with general support including AV equipment in an office setting
• Technical proficiency with Office365 applications and tools
• Experience documenting processes, procedures, and user guides
• Understanding of data privacy and security principles
• Experience working with Copilot and AI agents to support productivity (considered an asset)
• Experience with Python for scripting, automation, data analysis, or application support tasks (considered an asset)
• Relevant IT certifications e.g., ITIL Foundation, Microsoft 365 Fundamentals (considered an asset)
• Knowledge of the financial services industry and the relevant legal and regulatory environment (considered an asset)

Competencies

• Strong analytical and problem-solving skills, with the ability to interpret information, apply logical reasoning, and identify effective solutions
• Attention to detail, ensuring accuracy and quality in all support activities
• Effective and professional written and verbal communication skills, tailoring content to the audience and circumstance
• Ability to work collaboratively in a team environment, supporting colleagues and contributing to shared goals
• Adaptability and flexibility, responding positively to changing priorities and organisational needs
• Initiative and willingness to learn, proactively seeking opportunities to improve skills and contribute to process enhancements
• Self-motivation and accountability, performing reliably with appropriate supervision and taking responsibility for job performance

Accommodation

OBSI strives to provide equal opportunity to qualified individuals with all abilities and, as such, we are committed to offering reasonable accommodation during the hiring process. If you require special assistance or accommodation, please contact Human Resources at hr@obsi.ca.

While we may use digital tools to support the efficiency of our recruitment process, we do not use AI to identify or screen candidates.