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IT/Tech
CRM Systems & Management, IT Support
Job Description & How to Apply Below
FT Vac Accrual Data Analyst Toronto, ON, CA
7 days ago Requisition
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.
Job Title:
Application & Systems Support Analyst (Dynamics 365 CRM)
Reporting to:
Sr. Manager, Information Technology
Vacancy:
New vacancy
Salary Range: $60,000 - $75,000
Workplace Type:
Hybrid arrangement with 3 days per week in office. The OBSI office is located in downtown Toronto.
OBSI’s Dynamics CRM Customer Serivice, 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 our 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:
- Provide application support for Dynamics CRM Customer Service, SharePoint Online, Dynamics Business Central, and the Firm and Consumer portals by logging, categorising, prioritising, troubleshooting, and resolving application-related incidents and service requests in accordance with incident management procedures
- Manage application-related incidents and service requests - logging, categorising, prioritising, and resolving issues in accordance with incident management procedures
- Assist inproblem management by identifying recurring incidents, contributing to root cause analysis, and supporting the implementation of permanent solutions
- 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
- Participate in annual Dynamics 365 upgrade cycles
- 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
- Two or more years’ experience providing technical support for Dynamics CRM, SharePoint Online, Dynamics Business Central and Office 365
- Intermediate knowledge of Dynamics CRM, SharePoint Online, Azure Portal and Office 365
- Experience working with Dynamics entities, workflows, business processes, forms, and fields
- Experience working with Copilot and AI agents to support productivity is considered an asset.
- Experience with Python for scripting, automation, data analysis, or application…
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