Application & Systems Support Analyst (Dynamics 365 CRM)

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.

Duties and Responsibilities

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 in problem 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

Experience & Knowledge

• 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 support tasks is considered an asset
• Experience documenting processes, procedures, and user guides
• Understanding of data privacy and security principles.
• Relevant IT certifications (e.g., Microsoft Certified: Power Platform Fundamentals, Dynamics 365 Customer Experience Analyst Associate, ITIL Foundation) considered an asset
• Knowledge of the financial services industry and the relevant legal and regulatory environment considered an asset

Competencies

• 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.