Bilingual Application Support Analyst (Information Technology)

We are looking for a Bilingual Application Support Analyst – Hybrid in Toronto

Do you enjoy helping small businesses? Do you want to work for an organization that believes in people's potential?

At CFIB, your work supports small businesses in your community and across the country. You'll have a hand in shaping the economy and future of the country. You will be independent through flexibility and accountability, so you can live and work at your best. You will join an organization that is collaborative and supportive, where more than 90% of employees agree it's a great place to work. You will work closely with colleagues both locally and across the country – building upon synergies and learning from one another. You make a difference when you work at CFIB.

We have an exciting opportunity for a Bilingual Application Support Analyst. This position will be a hybrid position in our Toronto office.

What will you do?

In this role, reporting to the Manager, Service Desk and Application Support, you will provide technical support in the ongoing operations, maintenance, and support of CFIB's enterprise systems, with a focus on the Microsoft stack and business-critical applications. This role is a combination of end-user application support, troubleshooting, and system optimization, requiring both technical expertise and strong communication skills. Ongoing training of staff on new and current applications will play a significant part in the role.

Responsibilities:

• Provide efficient end-user technical support for CFIB employees across Canada, troubleshooting CFIB applications, third-party software, integrations, and Microsoft stack technologies.
• Apply hands-on technical expertise to diagnose and resolve production issues, determine root causes, and implement fixes to minimize disruptions.
• Deliver exceptional customer service while ensuring prompt and effective issue resolution.
• Review and document processes, recommending automation, improvements, or enhancements for greater efficiency using technology.
• Ensure optimal application performance by monitoring systems, identifying bottlenecks, and proactively addressing issues.
• Provide technical expertise and assist in development, testing, and deployment of new software and features.
• Identify and implement opportunities for process automation, including the use of Power Automate, scripting, or other tools.
• Assess and address system gaps, process inefficiencies, and training needs with a holistic approach.
• Act as a subject matter expert on CFIB's various applications and provide ongoing training and support for both new and existing staff.
• Collaborate with IT teams and stakeholders to maintain, optimize, and enhance CFIB systems.
• Assist in knowledge management and deliver training, maintaining accurate documentation, FAQs, and training materials.
• Lead group meetings (including business partners) for problem-solving, decision-making, and implementation planning.
• Work closely with external parties when necessary to escalate issues, request feature enhancements, and ensure service-level agreements (SLAs) are met.

What makes a successful Bilingual Application Support Analyst?

• Strong knowledge of Microsoft technologies: Microsoft Dynamics CRM, NAV, SharePoint, Active Directory, Windows OS, Office 365, Mobile Device Management (MDM), and mobile technologies.
• Minimum 2 years of service desk or application support experience in a progressive environment.
• Good written and verbal communication skills in both English and French.
• Ability to quickly learn and adapt to new technologies, applications, and business needs.
• Strong troubleshooting skills with experience in identifying and tracking system or process issues, documenting resolutions, and ensuring an audit trail of fixes.
• Experience working with ticketing systems (e.g., DevOps, Jira, ServiceNow, or equivalent) for issue tracking and resolution.
• Knowledge of IT security best practices, compliance considerations, and access management.
• Well-organized, able to work effectively within timelines, and prioritize tasks efficiently.
• Scripting or process automation experience (PowerShell, Power Automate, or similar tools) is an asset.
• Must be sensitive to confidential information and maintain discretion.
• A high level of tact and professionalism is required to ensure the appropriate image of CFIB is maintained with all stakeholders.
• Available to work 9.00 am – 5.00 pm EST, there may be occasional on-call requirements or after-hours support for critical incidents.

What do we offer?

• Salary range: $55,000 - $60,000 per year
• Career advancement
• Flexibility
• Supportive leadership
• Training and development
• Benefits/Health and Wellness

CFIB has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. CFIB is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation, please let us know and we will work with you to meet your needs.

As Canada's largest association of small and medium-sized businesses, CFIB is in business to provide independent business with the resources they need, to give them more value, and to have their voice heard at all levels of governments.

Connect with us and find out why more than 90% of employees agree that CFIB is a great place to work!

Be a part of the solution and apply today!

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