Title: Application Support Specialist

Employee Working Location: Remote (Canada)

Employment Status: Temporary Full-time (12 months)

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2024, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

In this role, you will:

• Assist in the planning, testing, and rollout of new application features and functionalities. Support the deployment and configuration of new software applications, ensuring they align with business requirements.
• Work with vendors and internal teams to customize applications for specific organizational needs. Work closely with cross-functional teams such as IT, business analysts, project managers, and department heads to ensure application solutions meet business objectives.
• Provide timely and effective support to users experiencing issues with applications, including troubleshooting and resolving technical problems.
• Escalate complex technical issues appropriately when needed, ensuring they are addressed promptly.
• Deliver training programs for end-users to ensure proper usage of applications and systems.
• Collaborate with IT teams to ensure that software applications are fully integrated into the existing IT ecosystem and work seamlessly with other systems.
• Regularly monitor application performance to ensure availability, stability, and efficiency. Identify and mitigate any potential risks or issues that may impact the application's functionality.
• Perform periodic updates and patches to applications, ensuring they are current and compliant with security standards.
• Ensure that applications comply with relevant laws, industry regulations, and internal policies. Assist in ensuring the security of applications by implementing appropriate measures, such as data encryption and user access control.
• Coordinate and maintain data integration, synchronization, migration, validation and
  reporting tasks across various systems and platforms, according to established standards of data interoperability.
• Create user documentation, manuals, and FAQs to aid in self-service support.
• Generate and analyze data from applications to identify trends, bottlenecks, or areas for improvement. Create reports and dashboards to communicate insights and performance metrics to stakeholders.
• Stay up to date with emerging trends and technologies in application management.

What we are looking for:

• Qualifications include a minimum of 4-7 years of experience and a 3-year college diploma or university degree in computer science, information systems or related field and/or an equivalent combination of education and experience.
• In-depth, hands-on knowledge of, and experience with, enterprise and desktop applications, PowerBI, CRM, D365, Taleo cloud-based ATS, Microsoft SharePoint Online, and Microsoft D365FO.
• Proficiency in Microsoft Office applications (Word, Outlook, Excel, PowerPoint) and SharePoint.
• Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
• Ability to identify, investigate and analyze problems, identify root causes and risks, and apply technical, functional and organizational knowledge to develop solutions.
• Communication skills, diplomacy and empathy to interpret information and deliver advice, clarify client or stakeholder needs, offer solutions, and resolve escalations in new or somewhat sensitive situations.

Working Conditions

• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform the responsibilities of the role in English.
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC).