Description:
The Software Support Business Partner provides education, awareness, training, and documentation for PRPA’s software offerings, including the suite of Microsoft 365 products. Reporting to the Manager, Digital Business, the Software Support Business Partner is responsible for the ongoing configuration, support, and training of PRPA’s software assets.
Position Accountabilities
- Provide ongoing support for PRPA’s software assets and acting as the liaison between end users and vendors when escalation is required.
- Maintains awareness of emerging AI capabilities and leads the adoption of approved AI tools and practices to help transition PRPA toward an AI-augmented workforce.
- Assists in the administration of PRPA’s Microsoft 365 environment, ensuring a compliant and secure configuration baseline.
- Applies the ITIL Change Management framework when implementing configuration changes to PRPA’s software assets.
- Assesses new software applications, features, and functionality to ensure alignment with PRPA’s software strategy.
- Regularly assesses the Microsoft product roadmap to provide recommendations and plan for the implementation of new functionality and features.
- Coordinates testing and user enablement for new features and functionality.
- Develops and maintains training materials, including documentation and short videos, to support PRPA’s enterprise software.
- Delivers training to end users, including individual and group sessions, both in-person and virtual.
- Promotes ongoing education and awareness of PRPA’s software assets for new and existing staff.
- Documents system configurations and changes, including business process impacts.
- Completes assignments on behalf of the Manager, Digital Business and others, as required.
WORKING CONDITIONS
- Works predominantly in an office environment.
- Regular, full-time position (37.5 hours per week). Regular working hours are Mondays to Fridays, 8:00 AM to 4:30 PM with 1 hour lunch break.
JOB SPECIFICATIONS
Formal Education
- Degree or diploma from a recognized College or University in a related field (e.g., Information Technology, Information Systems, Adult Education, Instructional Design, Communications, Organizational Development), or an equivalent combination of education, training, and related experience.
- Relevant certifications such as ITIL, Microsoft, and/or learning & change enablement credentials (e.g., Prosci Change Management, CPTD/ATD certificates, facilitation or instructional design training).
Related Experience
- Minimum 3 years of related experience supporting software applications in an enterprise environment.