BUSINESS TECHNOLOGY PROJECT MANAGER (CRM & ERP) - HYBRID

Green Shield Canada (GSC); Toronto; Hybrid; CAD 94,000 - 142,000; Full time

Job summary

Green Shield Canada (GSC) is seeking a highly skilled Technical Leader to oversee Application Management Services (AMS) across Dynamics 365 CRM, NICE CCaaS, USL, and Workday Finance & HR. You will drive operational excellence, maintenance, and continuous improvement for mission-critical applications.

The role requires leading governance, root-cause analysis, and cross-functional collaboration with stakeholders and vendors, while ensuring security and regulatory compliance.

Qualifications

• Bachelor’s degree in CS/IT or related field.
• 8+ years in enterprise application support or technical leadership.
• Experience with Dynamics 365 CRM, Workday Finance & HR, and CCaaS (NICE).
• Strong troubleshooting and stakeholder engagement skills.
• ITIL knowledge and certifications preferred.

Responsibilities

• Provide AMS governance and oversight across CRM, CCaaS, USL, and Workday.
• Lead root-cause analysis and implement permanent fixes for incidents.
• Drive continuous improvements, automation, and performance tuning.
• Maintain architectural integrity across platforms and oversee integrations.
• Collaborate with vendors and internal teams to align objectives.
• Ensure security and regulatory compliance across AMS processes.

Skills

Troubleshooting

Stakeholder comms

Strategic thinking

Leadership

Multitasking

Mentoring

Education

Bachelor’s degree in Computer Science or related field

Tools

Dynamics 365 CRM

Workday Finance & HR

CCaaS (NICE)

Job description

WHO WE ARE

GreenShieldis a proudly Canadian, national non-profit health care and insuranceorganization, driven by our mission of Better Health for All.We believe health care is aright, not a privilege, and we are committed to improving health outcomes,advancing health equity, and building a future where every Canadian can reachtheir full health and well-being potential.

Throughour unique integrated payer-provider ("payvider") model, we offerinsurance, administer benefits, and pay claims as a ‘payer’ while offeringhealth care services such as mental health, pharmacy, telemedicine, and chronicdisease management as a ‘provider’. As a non-profit social enterprise without shareholders, we reinvest our excessearnings to directly support underserved communities. Through GreenShieldCares, we positively impacted the health and well-being of over one millionCanadians between 2020 and 2025. What’s driving us now is the commitment to measurably impact an additionalthree million Canadians by 2030 – across mental health, essential medicines,and chronic disease management – through scalable initiatives that delivermeaningful change in pursuit of our mission of Better Health for All.

AtGreenShield, our culture is where purpose meets passion and performance. Our teams work as one to delivermeaningful, measurable impact for the people and communities we serve.

THE ROLE IN A NUTSHELL

Base Salary: CAD $94,046.00 - 142,069.00

We are seeking a highly skilled Technical Leader to lead and support Application Management Services (AMS) programs across multiple enterprise platforms, including CRM (Dynamics 365), CCaaS (NICE), Unified Service Layer (USL), and Workday Finance and Human Resources.

This role will ensure operational excellence, drive continuous improvement, and maintain system stability for mission-critical applications.

Key Responsibilities

• AMS Oversight & Governance
• Establish and maintain AMS governance frameworks with robust service reporting and KPI tracking, ensuring compliance with ITIL practices and Capgemini standards
• Lead technical governance for AMS vendors and ensure adherence to SLAs, KPIs, compliance, and security standards.
• Monitor and optimize AMS delivery for CRM, CCaaS, USL, and Workday platforms.
• Incident & Problem Management
• Oversee the resolution of complex technical issues by conducting thorough root‑cause analysis and implementing permanent fixes to reduce recurring incidents.
• Serve as escalation point for complex technical issues across supported platforms.
• Drive root cause analysis and implement permanent fixes to reduce recurring incidents.
• Enhancements & Continuous Improvement
• Manage minor enhancements and continuous improvement initiatives—including automation, performance tuning, and user‑experience improvements—while serving as the primary technical point of contact for stakeholders, delivering regular updates, managing escalations, and driving proactive communication.
• Collaborate with business stakeholders to prioritize enhancements and minor releases.
• Ensure technical feasibility and quality of AMS-driven changes.
• Integration & Architecture
• Maintain architectural integrity across CRM, CCaaS, USL, and Workday ecosystems.
• Oversee integrations between platforms and external systems, ensuring data consistency and security.
• Vendor & Stakeholder Management
• Partner with AMS vendors, internal teams, and business units to align objectives and deliverables.
• Provide technical leadership during vendor reviews and performance assessments.
• Compliance & Security
• Ensure AMS processes comply with organizational security posture and regulatory requirements.
• Support audits and implement remediation plans as needed.

WHO WE'RE LOOKING FOR

Required Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or related field.
• Experience:
  • 8+ years in enterprise application support or technical leadership roles.
  • Proven experience with Dynamics 365 CRM, Workday Finance & HR, and CCaaS platforms (NICE).
  • Strong understanding of integration frameworks, APIs, and middleware.
• Skills:
  • Strong troubleshooting and problem-solving skills.
  • Excellent communication and stakeholder engagement abilities.
  • Strategic thinker with hands‑on technical capability.
  • Ability to manage multiple priorities in a fast‑paced environment.
  • Strong leadership and mentoring skills.
• Certifications: Workday, Dynamics 365, or ITIL certification preferred.

Preferred Attributes

• Expertise in AMS delivery models and vendor management.
• Bilingualism (English/French).
• Group benefits and/or insurance experience.

THE CULTURE

We believe a career should be meaningful. Not just ameans to earn a living. Our culture is one where everyone's voice is heard andvalued. Because that’s what it takesto create better health for all. We dare to challenge the status quo. And we’redriven by people who have challenged theirs. We believe that yourworkplace should empower you to be the best version of yourself. That’s why we provide aplace where you can be inspired, challenged, and rewarded.
Where your growth means our growth. Where your voice is heard and valued. Where your work has purpose. And purpose matters.

We believe our people arecritical to our overall success. Inclusivity makes us a stronger, smarter andmore informed organization. Being intentionally inclusive of diversebackgrounds, perspectives and experiences will enhance our company culture topositively impact how we support our communities. A career at GreenShield isn’t just about personalachievements, it's about making adifference together.

Here’s to Better Health for All!

AFEW MORE DETAILS

Proficiency in English is requiredfor this position. As part of this role, you will be required to communicatewith colleagues or customers who use English as their primary language. By requiring English proficiency for thisposition, we aim to ensure that our employees can excel in their roles,collaborate, and communicate effectively, and contribute to the success of ourorganization.

GS supports diversity, equity andinclusion in our teams and communities, and we value the unique contributionsmade by all. Even if your experience doesn’t align perfectly to everyrequirement, we invite you to apply. We encourage applications fromall candidates and will accommodate needs under human rights legislationthroughout all stages of the recruitment and selection process. Please let usknow of any accommodation through [e-mail]. Information received relating toaccommodation will be addressed confidentially.

AI Usage - GreenShield leverages AI to help produce Job Descriptions, and ideate on interview questions. We also leverage AI for interview transcription support.