IT Application Support Analyst
About The Position
The College of Complementary Health Professionals of BC (CCHPBC) is seeking an IT Applications Support Analyst with strong IT support experience, expertise in business applications and CRM systems, and a proven ability to troubleshoot, support reporting needs, and ensure data quality. This role involves supporting and optimizing business applications, including the organization’s CRM system, while providing hands-on IT support to staff. The ideal candidate will serve as the first point of contact for user issues related to the CRM system and assist with day-to-day technical IT support for employees. This position is ideal for a skilled IT professional looking to deepen their expertise with business-critical applications, contribute to process improvements, and collaborate closely with leadership and stakeholders. All College staff are expected to contribute to a team approach with a public protection focus, delivering efficient services that align with the College's regulatory, strategic, and operational goals.
Requirements
- 3 to 5 years of progressive IT systems experience, including administration, troubleshooting, and solution delivery.
- Strong knowledge of Microsoft 365 administration (Exchange, Teams, SharePoint) and identity/access management (MFA, conditional access, role-based permissions).
- Excellent problem-solving skills with the ability to translate business needs into technical solutions.
- Highly organized with strong attention to detail and the ability to manage multiple projects and priorities.
- Exceptional communication skills, both written and verbal, with the ability to support and train staff of varying technical backgrounds.
Nice To Haves
- Experience supporting CRM platforms (e.g., Alinity, Dynamics, Salesforce, or similar) is considered an asset.
- Experience with records management and compliance concepts, with exposure to tools such as Microsoft Purview and SharePoint considered an asset.
Responsibilities
- Provide Level 1 and Level 2 support, acting as the escalation point for complex application issues.
- Provide frontline IT support (e.g., end-user devices, Microsoft 365, access issues) as part of the IT support model.
- Collaborate with IT support staff to resolve issues and enhance overall IT service delivery.
- Assist with troubleshooting hardware, software, and network-related issues affecting end-user systems.
- Work with external vendors and internal teams to escalate and resolve complex technical issues.
- Act as the primary support resource for the organization’s CRM and business applications.
- Manage system administration, user management, and access control for business applications.
- Troubleshoot application errors, workflow inefficiencies, and user challenges to ensure smooth operation.
- Provide training and documentation to end-users, ensuring best practices are followed.
- Support business continuity and disaster recovery planning, including documentation maintenance and periodic testing.
- Support vendor management by coordinating service delivery, resolving issues, and ensuring alignment with business needs.
- Contribute to IT security initiatives following the completion of the IT security assessment, working with internal and external stakeholders to implement security improvements.
- Support the development and enforcement of IT security policies and best practices across the organization.
- Support cross-functional initiatives such as business continuity and disaster recovery planning.
- Support organization-wide security awareness and adoption of best practices.
- Support business continuity and disaster recovery planning with updated documentation and testing.
- Assist the IT Manager with IT initiatives, process improvements, and executive reporting.
- Contribute to the planning, coordination, and execution of technology projects that enhance business operations.
- Collaborate with stakeholders to support the implementation of system enhancements based on defined business requirements of new business applications or system enhancements.
- Participate in continuous improvement initiatives to optimize existing systems and workflows.
Benefits
- health and dental benefits
- employee assistance program
- Municipal Pension Plan
- paid time-off package
- flexible hybrid work arrangement
- professional development opportunities
- office closures for the 11 statutory holidays in B.C., as well as Easter Monday and Boxing Day
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
