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About the Role
OBSI is seeking an Application & Systems Support Analyst to provide technical support for Dynamics CRM, SharePoint Online, Dynamics Business Central, and related portals. This role is crucial for maintaining reliable IT services and supporting the organization's mission of resolving disputes between consumers and financial services firms.
Responsibilities
- Provide application support for Dynamics CRM Customer Service, SharePoint Online, Dynamics Business Central, and the Firm and Consumer portals by logging, categorizing, prioritizing, troubleshooting, and resolving application-related incidents and service requests.
- Manage application-related incidents and service requests, including logging, categorizing, prioritizing, and resolving issues.
- Assist in problem management by identifying recurring incidents, contributing to root cause analysis, and supporting the implementation of permanent solutions.
- Fulfill 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 optimize support delivery.
- Complete projects as assigned and actively participate and contribute to team meetings and team projects.
Requirements
- Two or more years’ experience providing technical support for Dynamics CRM, SharePoint Online, Dynamics Business Central and Office 365.
- Experience working with Dynamics entities, workflows, business processes, forms, and fields.
- Experience documenting processes, procedures, and user guides.
- Understanding of data privacy and security principles.
- Strong analytical and problem-solving skills.
- Attention to detail.
- Effective and professional written and verbal communication skills.
- Ability to work collaboratively in a team environment.
- Adaptability and flexibility.
- Initiative and willingness to learn.
- Self-motivation and accountability.
Skills
- Dynamics CRM Customer Service
- SharePoint Online
- Dynamics Business Central
- Firm Portal
- Consumer Portal
- Dynamics 365
- Office 365
- Azure Portal
- Copilot
- AI agents
- Python
- AV equipment support
- Incident management
- Problem management
- Knowledge management
Location
- Toronto, Ontario, Canada
Work Type
- Hybrid
- Full-time
Experience Level
- Intermediate
Education Level
- Microsoft Certified: Power Platform Fundamentals (asset)
- Dynamics 365 Customer Experience Analyst Associate (asset)
- ITIL Foundation (asset)
Salary/Compensations
- $60,000 - $75,000
About the Company
- 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.