Hybrid Dynamics 365 CRM & SharePoint Support Analyst

OMBUDSMAN FOR BANKING SERVICES AND INVESTMENTS; Toronto; Hybrid; CAD 60,000 - 75,000; Full time

Job summary

Canada’s Ombudsman for Banking Services and Investments (OBSI) in Toronto is seeking an Application & Systems Support Analyst specializing in Dynamics 365 CRM. The role provides technical and user support across Dynamics CRM, SharePoint Online, and Office 365, delivering reliable IT services to internal and external stakeholders.

Reporting to the Sr. Manager, Information Technology, you will handle incidents, perform routine configuration changes, contribute to upgrade cycles, and participate in

Qualifications

• 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 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.
• 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.

Responsibilities

• 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 inproblem 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.

Skills

Dynamics CRM

SharePoint Online

Office 365

Azure Portal

Python scripting

Copilot & AI

Documentation

Data privacy

Communication

Team collaboration

Tools

Azure Portal

Office 365

Job description

Canada’s Ombudsman for Banking Services and Investments (OBSI) in Toronto is seeking an Application & Systems Support Analyst specializing in Dynamics 365 CRM. The role provides technical and user support across Dynamics CRM, SharePoint Online, and Office 365, delivering reliable IT services to internal and external stakeholders.

Reporting to the Sr. Manager, Information Technology, you will handle incidents, perform routine configuration changes, contribute to upgrade cycles, and participate in