Technical Lead Application Support

Description:

Technical Lead Application Support

Work Model: Hybrid Work Model

HELP SHAPE THE FUTURE OF CANCER CARE IN CANADA 

The Canadian Cancer Society works tirelessly to save and improve lives. We raise funds to fuel the brightest minds in cancer research. We provide a compassionate support system for all those affected by all type of cancer, across Canada. Together with patients, supporters, donors and volunteers, we work to create a healthier future for everyone. Because to take on cancer, it takes all of us. It takes a society.

Join a dynamic team of professionals helping to power the Canadian Cancer Society’s (CCS) operations and fuel our mission through innovative digital solutions.The Digital Strategy & Technology team is at the forefront of CCS’s digital transformation. Together, they are harnessing digital tools, data and technology to boost fundraising capabilities and enhance the experience of everyone who interacts with us online. With a passion for continuous improvement and a commitment to making an impact, the team ensures CCS’s digital presence is strategic and engaging, helping us inspire and empower more Canadians who care about cancer every day.

MAKING AN IMPACT

Reporting to the Senior Manager of Application Support, this role plays a key part in supporting and evolving mission‑critical business applications, with a particular focus on Salesforce platforms. In this hands‑on position, you will act as a technical lead and subject matter expert, partnering closely with business stakeholders, vendors, and internal technology teams to ensure stable operations, scalable solutions, and continuous improvement.

The role provides technical leadership and hands‑on application support, translating business needs into well‑designed technical solutions and enhancements, and serving as a trusted technical lead and SME across ongoing optimization and continuous improvement initiatives.

Operations

WHAT YOU’LL BE DOING: 

Responsible for coordinating and providing technical support for all Mission and Operations application services at CCS, working with business stakeholders at various levels.
Provides technical guidance and training to team members to support operational requests.
Leads triaging and root cause analysis of issues, including interacting with vendors, users and
stakeholders, to ensure timely resolution.
Works with Manager and Senior Manager of Application Support to improve existing processes using existing apps and utilities.
Acts as a lead to capture functional requirements and success criteria for operational needs.
Contributes to release management by following guidelines and processes, creating deployment plans and steps, leading development, testing changes, and tracks and resolves issues through the deployment process.
Supports configuration of SF Experience Cloud, NPC, NPSC, Dynamics and LiveChat.
Uses FreshService efficiently to track and manage tickets and document solutions for requests and incidents.
Works with Azure DevOps or similar tools to track development work, including configuration,
enhancements, and bugs.
Develops reports and presentations for stakeholders, as needed.
Uses CRM tools to support fixes and enhancements, including Copado, DemandTools, DataLoader, Data Import Wizard, Workbench, automation tools, and various other 3rd party apps and add-ins.
Follow best practices with regards to system maintenance, configuration, development, testing, data integrity and issue root cause analysis. 
Works with the Technology team and vendors to ensure optimal application and server performance.

Solutions Management

Leads the development, optimization, testing and implementation of enhancements for existing systems and processes by translating business needs to technical requirements, documenting, and developing solutions.
Responsible for development, including, but not limited to, workflows, templates, views, dashboards, and reports. In addition, works with data management teams to support reporting and BI needs.
Works with stakeholders to evaluate and recommend enhancements, ensure prioritization of
requirements and submitting to manager for review, acceptance, and planning.
Responsible for evaluation, testing and validation of internally or externally developed solutions, code and plug-ins.
Works with vendors to deliver enhancements, solutions, products, services and new capabilities.
Responsible for development of deployment packages and ensuring solutions are deployed following change control processes through path to production for each application.
Identifies, evaluates, and recommends potential software applications, tools, or hardware solutions.
Responsible for upgrades, patch and release management of solutions and related documentation.
Prepares and maintains documentation for system configuration, release management and operating procedures.

Projects

Participates in projects as a subject matter expert and technical lead guiding development of sustainable and scalable new solutions and processes.
Translates business requirements into well-architected solutions leveraging technical best practices.
Develops estimates of the level of effort to implement a solution based on business requirements.
Identifies and documents business, technology and project risks; develops and recommends contingency plans.
Works within Agile and Waterfall project methodologies. Comfortable with project and development planning tools (e.g. Azure DevOps, etc.).
Responsible for project tasks as assigned and collaborates with various business and technology teams as necessary during project delivery.
Responsible for the quality and execution of work assigned to team members within the project.
Ensures documentation for production systems as part of “go live” for new platforms and enhancements (e.g. build books, implementation procedures, etc.)
Responsible for documenting and completing QA / UAT as part of new solutions.
Acts as a SME (subject matter expert) for CRM and related processes, including data flows, automated processes, and business processes.
Supports the documentation of technical scope, requirements, and deployment plans. 
Assists in developing new processes or practices, testing/reviewing changes and providing feedback.