For over 20 years, the International Institute of Business Analysis™ (IIBA®) has helped shape the practice of business analysis to achieve better enterprise outcomes. A professional association with 30,000 members, 120 chapters, 1,500 volunteers, and 500 partners worldwide, IIBA supports the recognition of business analysis within organizations. It enables networking and community engagement, provides foundational standards and resources, and offers internationally recognized certification programs for career advancement.
IIBA is dedicated to advancing the field of business analysis. This role offers a unique opportunity to make a meaningful impact by contributing to a global community that values collaboration, innovation, and excellence. Employees benefit from a supportive work environment, a comprehensive compensation and benefits package, and the chance to work with a dynamic team of professionals passionate about shaping the future of business analysis. If you are passionate about supporting a growing profession, then this may be the place for you.
This position is open to candidates across Canada, with all employees working remotely from their homes. Candidates must have a suitable space at home they can use for work, along with reliable high-speed internet. This role may require employees to work non-standard hours to support global needs, though typically they will work during standard core hours (i.e., 9 a.m. to 5 p.m.) when non-standard hours are not required.
IIBA is an equal opportunity employer and is committed to fostering an inclusive environment in accordance with applicable human rights and accessibility legislation. If contacted for an employment opportunity, please inform Human Resources if you require any accommodations.
For more information on IIBA please visit our website at: www.iiba.org.

JOB SUMMARY

The Application Support Manager is responsible for the operational support, maintenance, and continuous improvement of IIBA’s core platforms and applications. This hands-on role ensures system reliability, data integrity, and user satisfaction by proactively managing quality issues, data integrity, and platform stability. The manager will lead efforts to optimize workflows, support cross-functional teams, and ensure seamless integration across platforms, including Salesforce, Microsoft M365, Microsoft Business Central, and other enterprise platforms.

JOB SUMMARY

• 5+ years’ hands-on, administrative experience with major applications (e.g. Salesforce, Microsoft 365, Dynamics, etc.)
• 3+ years of experience leading platform/application production support.
• Strong troubleshooting skills with a focus on preventative maintenance and quality control.
• Proven experience managing direct reports or leading a technical team, with the ability to provide guidance, set priorities, and support employee development.
• Experience driving adoption and standardization across ticket management
• Hands on experience managing platform environment changes using continuous integration and deployment techniques and tools.
• Excellent communication and interpersonal skills.
• Strong understanding of platform data structures, workflows, and reporting.
• Experience working and collaborating in a virtual environment.
• Agile practices like Scrum/Kanban, and DevOps methodology experience
• Knowledge of ITIL/ITSM best practices.
• User experience and customer service focused.
• Results focused, self-organized, motivated.
• 100% remote work environment experience is ideal.
• Familiarity with platform automation and integration tools is an asset.

• Serve as the primary escalation point for platform-related issues, ensuring timely resolution and root cause analysis.
• Implement and monitor quality assurance processes to maintain data and system integrity.
• Lead and coordinate testing, production changes, and data fixes, ensuring minimal disruption and high reliability.
• Manage and execute patches, environment refreshes, and system updates, while maintaining operational continuity.
• Maintain and optimize platform workflows, automations, and integrations with a focus on performance and data accuracy.
• Collaborate with internal teams to promote data governance and uphold standards for data quality and consistency.
• Provide user support, training, and documentation to enhance platform adoption and efficiency.
• Monitor platform performance and usage, generating actionable insights through reports and dashboards.
• Lead initiatives to enhance platform functionality, including documenting issues, outlining user stories, and building detailed change requests.
• Oversee the administration and support of general staff applications, including Microsoft 365, Teams, and OneDrive.
• Coordinate with external vendors and IT teams to resolve complex technical issues and implement improvements.
• Support, develop, and enforce standard change management practices for Development, Test, and Production environments across multiple platforms
• Support the Application team in delivering scalable and sustainable platform solutions.