Business Technology Project Manager; Crm & Erp; Hybrid

WHO WE ARE

Green Shield is a proudly Canadian, national non-profit health care and insurance organization, driven by our mission of Better Health for All. We believe health care is a right, not a privilege, and we are committed to improving health outcomes, advancing health equity, and building a future where every Canadian can reach their full health and well-being potential.

Through our unique integrated payer-provider ("payvider") model, we offer insurance, administer benefits, and pay claims as a ‘payer’ while offering health care services such as mental health, pharmacy, telemedicine, and chronic disease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excess earnings to directly support underserved communities. Through Green Shield Cares, we positively impacted the health and well-being of over one million Canadians between 2020 and 2025.

What’s driving us now is the commitment to measurably impact an additional three million Canadians by 2030 – across mental health, essential medicines, and chronic disease management – through scalable initiatives that deliver meaningful change in pursuit of our mission of Better Health for All.

At Green Shield, our culture is where purpose meets passion and performance. Our teams work as one to deliver meaningful, measurable impact for the people and communities we serve.

Base Salary: CAD $94,046.

We are seeking a highly skilled Technical Leader to lead and support Application Management Services (AMS) programs across multiple enterprise platforms, including CRM (Dynamics 365), CCaaS (NICE), Unified Service Layer (USL), and Workday Finance and Human Resources.

This role will ensure operational excellence, drive continuous improvement, and maintain system stability for mission‑critical applications.

• AMS Oversight & Governance
• Establish and maintain AMS governance frameworks with robust service reporting and KPI tracking, ensuring compliance with ITIL practices and Capgemini standards
• Lead technical governance for AMS vendors and ensure adherence to SLAs, KPIs, compliance, and security standards.
• Monitor and optimize AMS delivery for CRM, CCaaS, USL, and Workday platforms.
• Incident & Problem Management
• Oversee the resolution of complex technical issues by conducting thorough root‑cause analysis and implementing permanent fixes to reduce recurring incidents.
• Serve as escalation point for complex technical issues across supported platforms.
• Drive root cause analysis and implement permanent fixes to reduce recurring incidents.
• Enhancements & Continuous Improvement
• Manage minor enhancements and continuous improvement initiatives—including automation, performance tuning, and user‑experience improvements, while serving as the primary technical point of contact for stakeholders, delivering regular updates, managing escalations, and driving proactive communication.
• Collaborate with business stakeholders to prioritize enhancements and minor releases.
• Ensure technical feasibility and quality of AMS-driven changes.
• Integration & Architecture
• Maintain architectural integrity across CRM, CCaaS, USL, and Workday ecosystems.
• Oversee integrations between platforms and external systems, ensuring data consistency and security.
• Vendor & Stakeholder Management
• Partner with AMS vendors, internal teams, and business units to align objectives and deliverables.
• Provide technical leadership during vendor reviews and performance assessments.
• Compliance & Security
• Ensure AMS processes comply with organizational security posture and regulatory requirements.
• Support audits and implement remediation plans as needed.

• Education:
  
  Bachelor’s degree in Computer…