Application Support Specialist

3 weeks ago

Toronto, Canada Covenant House Toronto Full time

**Application Support Specialist**

**Location Downtown Toronto**

**Shift: Monday-Friday, **Hybrid**

For forty years, we have maintained a steadfast dedication to our mission: supporting the vulnerable youth who come through our doors. To this day, we remain committed to this duty.

Covenant House helps youth ignite their potential and reclaim their lives. As Canada’s largest agency serving youth who are homeless, trafficked or at risk, we offer the widest range of services to hundreds of young people every day. More than a place to stay, we provide 24/7 crisis shelter and transitional housing on-site and in the community, along with comprehensive services including education, counselling, health care, employment assistance, job training and after-care. Since 1982, Covenant House has supported more than 100,000 young people.

As a national leader, we educate and advocate for long-term change to improve the lives of vulnerable youth. This includes influencing public policy, leading awareness and prevention programs and continually building and sharing our knowledge. As a learning organization, we strive for excellence and programs with impact.

We provide life-changing care with unconditional love and respect. We meet youth's immediate needs and then we work together to achieve their future goals.

Thanks to our donors, who contribute 80 per cent of our $44.2-million annual operating budget, we are able to deliver these comprehensive programs and services.

**Position Overview**:
**Responsibilities**:

- Provide regular reports to management regarding helpdesk Metric, SQL Server performance, user issues, system availability, and other reports as required
- Work with Managers to develop strategic direction and associated tactical plans
- Investigate the issues identified by internal users and external vendors and work toward best option/solution
- Create and modify SSRS/Power BI/.Net Web Application/Report as needed
- Develop checklists for software upgrade testing process to make sure the existing business rules are maintain correctly after the upgrade
- Test the scenario of donation import are matching the current business rules
- Help to identify and implement efficient data importing, and data extraction processes
- Maintain the security of data and PCI compliance
- Maintain Raiser’s Edge Configuration and business rules
- Manage and maintain the import-Omatic profiles, RemitSQL scanning profiles, iAddress profile
- Create and maintain templates word mail merge for receipts and thank you letters in Raiser’s Edge
- Act as primary support for Raiser’s Edge and import-Omatic plug-in support
- Create and maintain Raiser’s Edge, Remit SQL, Web Application, PCI (Sophos) user’s accounts
- Maintain CRM/Raiser’s Edge Configuration, Tables and business rules
- Maintain tasks related to quality of data and data import/export (ie. IMS Cultivation Export, data for EN Quality Reports, Syncovery jobs)
- Analyze SQL server performance using Idera SQL Diagnostic
- Create/update configuration documentation for Raiser’s Edge and all RE related plug-ins and Business Rules
- Other duties as required

**Qualifications, Experience**:

- Post-secondary education, in computer science, math, information science or related experience
- 3 years in an IT/IS support environment
- Application Support (ERP/CRM/Inhouse) (minimum 3 years)
- Proficient in Microsoft Office, Word Mail Merge, Power Query
- Experience supporting MS SQL Server
- Experience with Import-o-matic, Idera SQL Diagnostic & SQL Safe, Fresh Service Helpdesk, Sophos, Syncovery, Mergician, iAddress are assets
- Understanding of fundraising and or direct marketing methodology are assets
- Advanced Excel, power query experience or a minimum of intermediate level of excel (vlookup, string concatenation, date format)
- High level of accuracy analytical, and organizational skills
- Strong communication skills to collaborate on changes to get feedback and buy-in on business processes
- Ability to multi-task and meet competing deadlines
- Teamwork, conflict management skills
- At Covenant House Toronto we believe in a workplace culture of inclusion that is welcoming, respectful and safe for all staff. It is critical to Covenant House Toronto success to eliminate barriers and promote the inclusion of equity groups. Equity groups have been, and continue to be, underrepresented and marginalized in the workforce, leadership roles, and in some specific occupations. Equity groups include but may not be limited to Indigenous persons, racialized people, gender diverse people, 2SLGBTQIA+ people, and people with disabilities._
- In accordance with the Ontario Human Rights Code, Accessibility for Ontarians with Disabilities Act and Covenant House Policy on Accommodation, a request for accommodation will be accepted as part of the Covenant House recruitment process_

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