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Coordinator, Digital Support

4 months ago

Ottawa, Canada Canadian Construction Association Full time

**Location**:
Ottawa, ON (Hybrid)

**Introduction**:
We are seeking a (preferably bilingual) **Digital Support Coordinator** to support the ongoing digitization of our contract lifecycle management system (**_“SignaSur”_**) and its online distribution channels.. A key member of the team, the coordinator is an intuitive learner with some technical desktop support experience and possesses a balance of analysis and customer service who can help Canadian Construction Association to modernize our digital services and bring value to our members, partner associations, and stakeholders.

**About**:
The Canadian Construction Association (CCA) is the national voice for Canada’s heavy civil, institutional, commercial, and industrial construction industry, giving voice to the public policy, legal and standards development goals of contractors, suppliers and allied business professionals working in, or with, our industry.

Construction is the backbone of the Canadian economy, employing some 1.6 million Canadians, pumping about $151 billion annually into the national economy, and accounting for nearly 7.4 per cent of Canada’s gross domestic product (GDP). Its impact is immense and the life we enjoy - from the schools we send our kids to; the hospitals that care for us; to the roads and bridges that connect our communities - is all possible because of construction.

**Responsibilities**:

- ** SignaSur Support**:

- Assist in the deployment of the flagship Contract Lifecycle Management system (Agiloft) and its integrated services (e.g. Adobe Sign, DocuSign, WooCommerce), onboarding our distributing partner associations.
- Contribute to the development of support and training materials, processes, and learning resources, such as KB articles, video tutorials (e.g. Zendesk, SnagIt, Camtasia).
- Help manage the product roadmap through the intake of feedback from various stakeholders (e.g. users, staff, distributors), prioritizing and scoping according to CCA strategic goals (e.g. Zendesk, Canny, Asana).
- **Application, SaaS, and website support**:

- Assist with needs analysis, research, evaluation, deployment, and support of new software for CCA staff and users.
- Help with IT project coordination, scoping, documenting business requirements and deliverables with appropriate teams.
- Help with supporting and escalating internal desktop support (Microsoft 365 hybrid environment), coordinating with MSP.
- Help with website and web app development and deployment (e.g. WordPress, Ruby, React, Node, Astro).
- **Help foster a culture of data-driven business intelligence, process efficiency, and best practice**:

- Help educate staff on best practices and effective use of tools.
- Stay current on trends in digital user experience.
- Support relevant staff as required on the digital assets.
- Support the development of internal policies (e.g. data usage, breach, cybersecurity) and advance CCA to voluntary industry standard compliance.
- Assist with IT process and cybersecurity audits

**Qualifications**:

- Bachelor degree or a college diploma in IT, Information Systems, or a combination of industry certifications (e.g. A+) or other relevant area of study.
- One to two years of customer service or technical helpdesk support, ideally in a B2B, government, non-profit, or member association ecosystem.
- Experience with Microsoft 365 and Azure AD environment.
- Experience and working knowledge of CMS’s like WordPress, Drupal a plus.
- Experience working with ticketing and knowledgebase systems like Zendesk a plus.
- Experience with web traffic analytics like Google Analytics a plus.
- Experience with Asana, or other project management tools a plus.
- Basic understanding of HTML, CSS and JavaScript a plus.
- Experience with screen-capture and video editing tools like TechSmith SnagIt & Camtasia a plus.

**Skills & knowledge**:

- Excellent written and oral communication skills.
- Ability to perform basic helpdesk and customer service as well as author KB documentation in both English and French.
- Highly organized with ability to multi-task and operate effectively within a fast-paced team environment, work independently and effectively manage personal targets.
- Highly creative and ability to think outside the box.
- Strong attention to detail and ability to work with a high level of accuracy.
- Strategic and analytic thinker
- Bilingualism an asset

**Job Type**: Full-time

**Pay**: $52,500.00-$60,000.00 per year

**Schedule**:Monday to Friday

**Work Location**: Hybrid remote in Ottawa, ON K1P 6M1

**Application Deadline**: 2024-07-01