Contact Centre Project Manager jobs

Location

Location: Thorold, ON

Division

I.T. Solutions

Important Notices & Amendments

This position currently falls within our hybrid model, allowing the employee to typically work a minimum of 50% of your time at your regular work location and the other 50% of time at home.

As an employer of choice, Niagara Region offers competitive salaries and benefits, a defined benefit pension plan, a corporate wellness centre, access to the Employee and Family Assistance Program (EFAP), mentorship and training programs, employee recognition programs, and more. In addition, the Region recognizes the value of having flexible work arrangements to support better work-life balance for our employees. Hybrid work arrangements may vary from one employee to another and may also differ in the number of remote workdays. These opportunities remain subject to the alignment of operational needs, business requirements, and customer service expectations.

Job Description

Job Summary
Salary Pending Review

Reporting to the Manager Applications, the Enterprise Systems Analyst is responsible for the hands-on support, maintenance, and continuous improvement of enterprise business applications. Working collaboratively with the Senior Enterprise Systems Analyst, business stakeholders, and vendors, this position helps ensure enterprise systems are stable, well-documented, and effectively meeting day-to-day operational needs. The role requires strong analytical and communication skills, a foundational understanding of business processes, and practical experience supporting and enhancing applications across multiple platforms.
Education

• Post-secondary degree in Information Technology, Computer Science or other related field of study. Equivalent combination of education and experience may be considered.
• Formal training in application administration, report writing and quality management.

Knowledge

• Minimum of 5 years’ experience in application development, configuration, and systems analysis supporting online, multi-user applications within a mid-sized IT department
• Minimum of 3 years’ experience providing application and/or system administration support within a medium to large, enterprise-class IT environment.
• Knowledge of report writer tools, ERP(Enterprise Resource Planning), CRM(Customer Relationship Management) and ECM(Enterprise Content Management) is preferred.
• Azure Development, Azure Administration, and DevOps experience is required.
• Working knowledge of enterprise application platforms, databases, and web technologies supporting system configuration, integration, and reporting is required.
• Relevant Microsoft certifications related to cloud platforms, application development, DevOps, or Power Platform (e.g., MS-900, AZ-900, AZ-204, AZ-400, PL-400, PL-900) are an asset.

Responsibilities
Provides Enterprise application support and optimization. (60% of time)

• Provides hands-on operational support, maintenance, and enhancement of enterprise business applications to ensure stability, security, and performance.
• Identifies, diagnoses, and resolves complex issues related to applications, security, and integrations, collaborating with vendors and internal IT staff for timely resolution.
• Authors and maintains all technical documentation, including custom configuration records, operating procedures, turnover packages, and operations guides.
• Serves as a key point of contact for users within and external to the business unit, providing application support, guidance, and training to improve effective system use, usability, and accessibility.
• Supports adherence to corporate standards related to application configuration, security, accessibility, and data integrity.

Provides system analysis, requirements and process improvement. (20% of time)

• Collaborates with invested IT parties, including Project Managers, Business Analysts, Senior IT team members and IT Management, to understand operational needs and identify opportunities to improve system effectiveness and efficiency.
• Analyzes application usage, workflows, and system performance to identify gaps, risks, or improvement opportunities.
• Documents system requirements, process impacts, and functional changes to support application enhancements or issue resolution.
• Participates in vendor discussions and user groups to support product knowledge, enhancements, and issue management.
• Provides input and recommendations to support continuous improvement initiatives aligned with business and technology objectives.

Completes project-based enhancements and application delivery. (20% of time)

• Contributes to the implementation and enhancement of enterprise applications, including configuration, application development, and system upgrades.
• Supports project-based work by assisting with impact analysis, configuration changes, data validation, and deployment activities.
• Develops and executes test scripts and supports user acceptance testing (UAT) to ensure solutions meet defined requirements.
• Assists with change implementation activities, including documentation updates, knowledge transfer, and post-implementation support

Perform other related duties and responsibilities as assigned or required

Special Requirements

• In accordance with the Corporate Criminal Record Check Policy, the position requires the incumbent to undergo a Criminal Records Check.
• Must maintain ability to travel in a timely manner to other offices, work locations or sites as authorized by the Corporation for business reasons.
• Regional staff strive to enable the strategic priorities of council and the organization through the completion of their work. Staff carry out their work by demonstrating the corporate values.

About Us

Niagara Region serves a diverse urban and rural population of more than 475,000 and is focused on building a strong and prosperous Niagara. Working collaboratively with 12 local area municipalities and community partners, the Region delivers high-quality programs and services that support the well-being of individuals, families and communities. Nestled between Lakes Erie and Ontario, the Niagara peninsula is home to fertile agricultural land, the majesty of Niagara Falls, vibrant modern cities, Canada’s most developed wine industry, and communities rich in history, recreation and culture. With a temperate climate, breathtaking countryside and easy access to neighbouring New York State, Niagara attracts more than 14 million visitors each year, along with new residents and businesses. Niagara Region values diversity in background and experience and is committed to building an inclusive workforce that reflects the community it serves, strengthening programs and services across Niagara. While specific qualifications are important for certain roles, we invite individuals from diverse backgrounds to apply. Our recruiters will evaluate your suitability for the role.

Closing Statement

Uncover the wonder of the Niagara Region and join a team dedicated to meeting tomorrow’s challenges TODAY!

Let us know why you would be an excellent team member by submitting your online application.

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

We confirm that we do not use AI in screening of applicants, and this position is an existing vacancy.

If you require an accommodation for the application process in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, the alternate formats for contacting us are as follows:

• Email: myhr@niagararegion.ca
• Phone: 905-980-6000 or 1-800-263-7215
• Bell Relay: 1-800-855-0511
• In-person: Sir Isaac Brock Way, Thorold, ON L2V 4T7 – Human Resources Department

#INDNR

Work Location: In person