Who We Are:

St. John Ambulance (SJA) is a federation of charitable organizations that operate in all provinces and territories of Canada and is affiliated internationally with the Order of St. John which conducts charitable activities in over 40 countries worldwide. Operating in Canada since 1883, SJA’s mission is to enable people to improve their health, safety, and quality of life through training, education, and service to the community.

Position Overview:

At St. John Ambulance we are proud of the community impact and training we provide. The role of the National Office is to provide support services and national leadership to the provincial/territorial SJA organizations (Councils) across Canada.

The Applications Support Specialist position, reporting to the National I.T. Manager, is a position that is responsible for supporting the platforms that National Office and the provincial Councils rely on every day, including our CRM (D365 / Dataverse), Learning Management System (LMS), and ERP (SR365). You will work alongside fellow analysts and report to the Manager, IT, providing day-to-day support and testing work, either directly or in partnership with our vendors.

Responsibilities:

1. Systems Support & Administration

- Provide day-to-day user support for D365 CRM (Dataverse), including user setup and basic troubleshooting.
- Support the LMS (Learning Management System) with course/content administration and end-user issue resolution.
- Provide front-line support for SR365 (Sparkrock365 / Business Central) as part of the broader systems portfolio.
- Support additional business applications as directed.

2. Issue Support & Escalation

- React to and log system issues affecting D365 CRM and other core platforms as they're reported.
- Escalate unresolved or complex issues to senior analysts, keeping stakeholders informed throughout.
- Assist with basic data requests from National Office and Council stakeholders, as directed.

3. Council & Stakeholder Support

- Serve as a primary technical point of contact for provincial Councils, understanding their needs, wants,



and pain points and translating them into practical solutions.
- Respond to and resolve incidents reported by Council and staff stakeholders, keeping them informed and ensuring issues are seen through to resolution.
- Build strong working relationships across the federation, balancing Council-specific needs with national platform standards.

4. Testing & Quality Support

- Execute assigned test cases for new features, configurations, and system changes, working from requirements provided by senior analysts or the Manager, IT.
- Track and log testing results and defects, supporting smooth rollout to end users.
- Support development teams and vendors by documenting issues and communicating Council/staff needs as directed.
- Pick up and deliver on prioritized testing and configuration work as part of a structured intake process.

5. Service Desk & Incident Support

- Triage, troubleshoot, and resolve support tickets and incident reports within established service levels.
- Escalate complex issues appropriately and contribute to a growing intake and prioritization process across the federation.

6. Training & Enablement

- Deliver training to staff and Council stakeholders on new features, tools, and processes.
- Create and maintain clear documentation and job aids to support user self-sufficiency.

Other duties may be assigned periodically

Qualifications:

- Post-secondary education/certification in Information Technology, Computer Science, or a related field. (Asset)
- 4–7+ years of progressive IT management experience, including experience in a support role with exposure to an ITSM (IT Service Management) or ticketing setting. (required)
- Demonstrated ability to deliver responsive,



high-touch support to distributed or non-technical stakeholders across multiple business units or client groups (required).
- Experience working in a non-profit, charitable, or federated/multi-entity organization (asset; strongly preferred).
- Exposure to SR365 / Sparkrock365 or other Business Central-based ERP systems is an asset.
- Familiarity with an LMS (Learning Management System) is an asset.

Skills:

- Exceptional verbal and written communication skills
- Strong organizational skills with the ability to manage competing priorities and meet deadlines
- Proven ability to build and maintain relationships with clients, partners, and internal stakeholders
- Strong background in documentation of processes & procedures.
- Self-motivated and able to work both independently and collaboratively within a team
- High attention to detail with the ability to manage multiple tasks in a fast-paced environment
- Creative thinker with strong problem-solving and critical thinking abilities

Salary range is commensurate with experience ($65K to $75k), including health benefits (Life, LTD, Health, Dental), company pension and three weeks’ vacation. Overtime and schedule flexibility may be required depending on the work schedule. SJA welcomes diversity in our organization and qualified applicants of all backgrounds are encouraged to apply.

This posting is for a new contract role.

Artificial intelligence may be used to assist in screening applications and assessing candidates against the qualifications and requirements of the position.

Our organization follows a hybrid work structure where employees can work remotely or from the office, as needed, based on demands of specific tasks or personal work preferences.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Pay: $65,000.00-$72,000.00 per year

Benefits

- Company pension
- Dental care
- Disability insurance
- Life insurance
- On-site parking
- Paid time off
- Work from home

Work Location: Hybrid remote in Gloucester, ON K1J 1C1

📌 Application Support Specialist (Gloucester)
🏢 St. John Ambulance
📍 Gloucester