Big Brothers Big Sisters of Canada (BBBSC) is seeking a National Applications Support Assistant to be responsible for providing technical assistance and support for national-level applications, ensuring their functionality, and supporting users across various locations or regions. The job combines technical troubleshooting, user support, and system maintenance to ensure that applications are operating efficiently and that users can perform their tasks without disruption.
WHY BIG BROTHERS BIG SISTERS OF CANADA?
Since 1912, Big Brothers Big Sisters (BBBS) has been a social justice champion making a positive difference in the lives of Canada’s children and youth. Through the “power of three”–the family; the organization; and the mentor–we provide children the life-changing developmental relationships they need to reach their full potential.
With 90+ member agencies serving more than 1,100 communities across Canada, each year we help about 32,000 young people access the transformative benefits of mentoring relationships with caring, trained volunteers. Our national organization provides services and programs to our membership agencies to assist them in their work with parents, caregivers, school communities, mentees, and volunteers.
Our staff and volunteers support diverse young Canadians by providing a safe passage through childhood. We help children overcome adversities and provide opportunities for them to grow and thrive as young adults.
WHAT WILL YOU BE DOING IN THIS ROLE?
This is a permanent 0.5 FTE role with 20 hours a week that reports to the National Director, Technology. This position will also work closely with the Member Services team. This position will assist users with business applications and software. In this role, you will help users navigate and optimize their use of business applications, including Microsoft 365, and provide support for our Service Delivery Platform to ensure a smooth user experience. The National Applications Support Assistant plays an essential role by supporting the team in maintaining comprehensive documentation regarding the applications and tools used by the federation for core business practices.
Responsibilities and Duties include:
- Augment the current IT & Member Services staff;
- Assist in the administration of Microsoft365 User accounts;
- Track, escalate, and resolve system issues using helpdesk ticketing software;
- Provide end-user support on Microsoft 365 applications;
- Assist with creating/updating training and support articles;
- Assist with user account administration;
- Utilize the organization helpdesk application to:
- Support and guide users on business applications, help effectively use applications to meet their needs;
- Serve as a point of contact for users of the Service Delivery Platform, assisting with questions and issues;
- Assist with Microsoft 365 applications, offering tips and troubleshooting for day-to-day tasks;
- Document common user issues and solutions to improve future support;
- Update User Guides & Knowledge Base Articles;
- Support the IT & Member Services teams with administrative tasks;
- Flexible in working evenings and weekends.
WHY YOU?
The successful candidate possesses strong experience in providing administrative support with a focus technical assistance and support for national-level applications. You have strong technical expertise with the ability to problem solve and troubleshoot applications. You can multi-task while staying organized and customer-service focused. You are passionate about our mission and carry a growth and innovation mindset, and you have exceptional interpersonal and communication skills. You are a results-driven individual with technical expertise with strong interpersonal abilities to ensure that applications run smoothly, issues are resolved quickly, and users are supported effectively across multiple locations.
KNOWLEDGE & SKILLS
Along with being a team player, proactive, and analytical thinker, the successful candidate will possess the following qualifications:
- Currently enrolled or recent graduate in a computer science, business technology, or other related post-secondary program;
- Direct experience with Microsoft365 admin in-lieu of post-secondary is considered;
- A current or former Big Brothers Big Sisters agency staff member, with extensive knowledge of the Service Delivery Platform will be considered an asset;
- Experience with Microsoft O365 environment, including TEAMS, Forms, SharePoint, Viva Engage, and Excel;
- Exceptional attention to detail;
- Ability to document with clarity;
- Extraordinary written communication skills;
- Propensity to learn quickly;
- Demonstrate the ability to independently and as a part of a team;
- A solid appreciation for the value of information management applications;
- Experience in identifying and documenting logical sequences
- Knowledge of Microsoft 365 and/or Azure considered an asset
- Ability to communicate in French & English would be considered an asset.
APPLICATION PROCESS
Big Brothers Big Sisters of Canada is committed to principles of anti-oppression and employment equity. We strongly encourage members of Indigenous, ethno-racial, LGBTQ+, Francophone, immigrant, refugee, differently abled and other equity seeking groups to apply and self-identify. Language abilities, especially bilingualism (English and French) is considered an asset.
If accommodation is required during the hiring process, please inform the hiring committee once selected for an interview. We thank all applicants but only those selected for an interview will be contacted. Although BBBSC works in a remote environment, there will be opportunities for the staff to connect and engage periodically at in-person BBSC meetings and external events.
Please send a cover letter, resume, and salary expectations to Lovejeet Chohan, National Manager, Talent and Culture. The posting will be active until the position is filled or a candidate has been identified.