Job ID: 58462
Job Category: Information & Technology
Division & Section: Seniors Services & Long Term Care, LTC Management Services
Work Location: Metro Hall – 55 John St.
Job Type & Duration: Full-time, Permanent
Hourly Rate: $40.69 - $44.57
Shift Information: Monday to Friday, 35 Hours per week
Affiliation: L79 Full-time
Number of Positions Open: 1
Posting Period: 11-Sept-2025 to 25-Sept-2025

The City’s Seniors Services and Long-Term Care (SSLTC) Division supports Toronto seniors and residents in long-term care homes to have the healthiest, most fulfilling lives possible through exceptional care and services. Vulnerable individuals who reside in the community are supported through adult day programs, supportive housing services, tenancy support and homemakers and nurses services. CareTO is our brand for the culture change we are investing in for the City’s 10 directly operated long-term care homes (https://www.toronto.ca/community-people/housing-shelter/rental-housing-tenant-information/finding-housing/long-term-care-homes/careto/). The division values Compassion, Accountability, Respect and Excellence which shape our organizational culture, our priorities, and the experiences of all those who live, work, volunteer, and visit. 

Reporting to the IT Manager,  this position is responsible for providing comprehensive business application support for the Division’s IT systems. The role involves analyzing and resolving system-related issues, documenting and improving business processes, and coordinating with internal teams and external vendors to ensure optimal system performance. The incumbent will develop and deliver training materials, manage support inquiries across Tier 2 and Tier 3 levels, and assist in testing and implementing software upgrades. This position plays a key role in enhancing operational efficiency through technology and serves as a subject matter expert for business applications within the Division.

Major Responsibilities:

• Provides business application support and IT related support for the Division's specific applications.
• Liaises and coordinates with external vendors to resolve technical issues.
• Collaborates with the divsional IT to resolve issues and/ or escalates the issue to the appropriate Corporate Technology Services groups.Provides 2nd Tier escalation to other business groups within the Division.
• Follows up on the status of inquiries that have been escalated.
• Writes reports. Documents and maintains business processes for related systems in the Division. Recommends innovative solutions when outlining potential for process efficiencies.
• Develops training material and delivers training to staff on the use of technology and various aspects of business process and procedures relating to the Division's Business Applications.
• Provides assessment, analysis and evaluation of business processes and technology for resolution related to operations, enquiries and system related issues.
• Analyzes, updates existing versions and tests new releases and upgrades in the business application software.
• Provides guidance and expertise to other staff.
• Creates updates and distributes reference information to system users on software and/or procedure changes.

Key Qualifications
Your application must describe your qualifications as they relate to:

1. A post-secondary degree in computer science or a related field, or an equivalent combination of education and relevant experience.
2. Experience providing Tier 2 support for enterprise applications, including managing support tickets, troubleshooting technical issues, and coordinating with vendors and internal IT teams, as well as assessing and analyzing business processes and technology to identify and resolve operational and system-related issues.
3. Experience creating clear and user-friendly business documentation for end users, including manuals, guides, and process documentation.
4. Experience in designing and delivering training programs on enterprise applications, and organizational procedures, including the development of effective training materials.
5. Experience documenting business processes, writing reports, and maintaining accurate records to support system functionality and improvements.
6. Experience analyzing, updating, and testing new releases and upgrades of business application software.

You must also have:

• Strong organizational skills with the ability to prioritize projects, handle multiple tasks concurrently and meet deadlines with minimum supervision.
• Proficiency in the use Microsoft Office Suite (i.e. Excel, Word, PowerPoint, and Outlook).
• Demonstrated experience with ServiceNow
• Commitment to delivering superior customer service and ability to provide troubleshooting.
• Ability to assist staff in using software, as well as the ability to link user responsibilities to program benefits and the participating unit's goals.
• Demonstrated project management skills and experience as well as strong conceptual, analytical and problem-solving skills.
• Ability to effectively work with both technical and non-technical colleagues, system vendors and staff in client divisions.
• Familiarity with government legislation in the area of privacy (MFIPPA) and (PHIPA).
• Ability and commitment to working independently, yet collaboratively and pan-institutionally.
• Highly developed communication (oral and written) and interpersonal skills.
• Ability to produce statistical data and reports.

NOTE TO INTERNAL FULL-TIME AND PART-TIME CITY OF TORONTO EMPLOYEES:

City of Toronto employees must apply to full-time or part-time employment opportunities posted on the City's Internal Job Posting Portal.

Equity, Diversity and Inclusion

The City is an equal opportunity employer, dedicated to creating a workplace culture of inclusiveness that reflects the diverse residents that we serve. Learn more about the City’s commitment to employment equity.

Accommodation

The City of Toronto is committed to creating an accessible and inclusive organization. We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require Code-protected accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs. Disability-related accommodation during the application process is available upon request. Learn more about the City’s Hiring Policies and Accommodation Process.