Senior Manager, Application Support

at  Canadian Cancer Society

Job Title: Senior Manager, Application Support
Location: Any CCS Office (Toronto, Vancouver, Montreal, Victoria, Ottawa, Calgary, Halifax, St John’s, Kelowna, Prince George, Hamilton, or Quebec City) Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us
Work Model: Hybrid Work Model
Salary Band: 7 ($76,000 - $114,000 CAD)

JOB OVERVIEW

We are seeking an experienced and dynamic Senior Manager of Application Support.
Are you interested in making an impact on the lives of Canadians living with Cancer? Do you have experience supporting enterprise financial systems? Do you value working with a collaborative team? Enjoy flexibility in where you perform your work?
Help us make a difference in developing and enhancing the solutions that support our finance team.
Reporting to the Director, Application Development and Operations (Data, Analytics and Solutions), the Senior Manager, Application Support will lead our talented team in supporting and developing applications. The ideal candidate will have a strong background in application support, a proven track record in leadership, and the ability to drive operational excellence.

• Lead and manage a team of skilled application support professionals, providing mentorship, guidance, and fostering a culture of high performance.
• Oversee the day-to-day operations of the application support team, ensuring timely resolution of issues, adherence to service level agreements (SLAs), and continuous improvement in processes.
• Collaborate with cross-functional teams, including development, operations, and business stakeholders, to optimize application performance, reliability, and user experience.
• Develop and implement strategies to enhance support processes, streamline workflows, and improve overall efficiency, ensuring alignment with company goals.
• Analyze support metrics and trends, proactively addressing recurring issues, and implementing preventive measures to minimize future incidents.
• Prepare comprehensive reports and presentations on support performance, trends, and recommendations for senior management.
• Support the maintenance and development of the Salesforce platform, processes and data.
• Leads the development, optimization, testing and implementation of enhancements and new features for systems and processes by translating functional needs into technical requirements, documenting, and developing solutions.
• Works with business analysts, technology staff and end users to understand requirements and translate to solutions.
• Contributes to Release Management by following guidelines and process, coordinating development, and testing of changes within the Salesforce environment; tracks and resolves issues through the deployment process.
• Follow best practices with regards to system maintenance, configuration, development, quality assurance, data integrity and issue root cause analysis.
• Manage human resource needs of the application support team.