Application & Systems Support Analyst

Ombudsman For Banking Services and Investments•Toronto, ON

4d•CA$60,000 - CA$75,000•Hybrid

About The Position

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. 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.

Requirements

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.
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.

Nice To Haves

Experience working with Copilot and AI agents to support productivity is considered an asset
Experience with Python for scripting, automation, data analysis, or application support tasks is considered an asset
Relevant IT certifications (e.g., Microsoft Certified: Power Platform Fundamentals, Dynamics 365 Customer Experience Analyst Associate, ITIL Foundation, Microsoft 365 Fundamentals) considered an asset
Knowledge of the financial services industry and the relevant legal and regulatory environment considered an asset

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