Job Title: IT Support Officer

Term: Part-time, Temporary (20 hours/week)

Department: IT 

Compensation:    $25.00 per hour 

Reports to: Manager, IT Services

Location: Ottawa, Ontario

The IT Support Officer will be responsible for the planning and delivery of student, faculty, and employee IT support services, managing support staff and providing high-quality customer service. The successful candidate will be responsible for providing services such as installation, consultation, troubleshooting, user assistance and training. Functions may include diagnosing and resolving problems in response to customer reported incidents; planning and analysis of work processes; researching and reporting trends and patterns of problems; developing training materials and performing information system training sessions; developing and maintaining problem tracking IT case; installing, troubleshooting, and maintaining hardware and software; performing backup and recovery operations; consulting with users to identify needs and requirements; conducting feasibility studies and trade-off analyses; preparing business cases; ensuring the rigorous application of information security/information assurance policies, principles, and practices.

Key Responsibilities:

• Core Technical Support
• Student IT Onboarding & IT Orientation
• User Training & Community Support 

Qualifications:

The successful candidate shall possess the following skills:

• Bachelor’s degree or college diploma in Information Technology, Computer Science, Information Systems, or a related field, or an equivalent combination of education and relevant experience.
• Minimum of three (3) years of related, hands-on experience providing IT support in an academic, corporate, or similarly complex environment required.
• Demonstrated experience delivering first- and second-line technical support to end users. 
• Strong verbal and written communication skills, with the ability to explain technical information clearly to non-technical users.
• Demonstrated ability to diagnose technical issues, exercise sound judgment, and resolve problems efficiently.
• Demonstrated decision-making, prioritization, and time-management skills in a fast-paced service environment.
• Proficient in the following software:
  • Microsoft Windows 10 & 11 and macOS.
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
  • IT service management platforms such as Salesforce Service Cloud and/or Jira Service Management.
  • Canvas Learning Management System (LMS).
  • McGraw Hill Connect or comparable digital learning platforms.
• Proficient in the following hardware:
  • Lenovo ThinkPad and ThinkCentre devices; Apple MacBook devices.
  • Network and connectivity equipment, including Cisco Meraki.
  • Video and audio conferencing equipment and classroom A/V technology.
  • Multi-functional printers (MFPs).
  • Projectors and presentation technologies.
  • Structured cabling and peripheral connectivity.

Application Process

To formally express your interest in this opportunity, please submit your resume and a brief cover letter via Greenhouse. In your cover letter, please highlight your qualifications for the role and share what inspires you about the prospect of contributing to a rapidly scaling, purpose-driven organization. This position is a new vacancy, and the posting remains open until the position is filled. The position is subject to budgetary approval. Any questions may be sent to careers@ibu.ca. 
We look forward to reviewing your application. See our website www.ibu.ca for further information about this new and exciting opportunity.

Note: Application materials should be submitted as a single combined PDF file, with a file name that identifies the applicant.

We look forward to reviewing your application. See our website www.ibu.ca for further information about this new and exciting opportunity.

Job Title: Manager, Enterprise Systems 

Term: Full-time, Indefinite (40 hours/week)

Department: IT/IS

Reports to: Chief Information Officer

Location: Toronto, Ontario

Expected Salary Range: $85,000.00 – $110,000.00 annually

The Manager, Enterprise Systems plays a strategic and hands-on leadership role in overseeing the institution’s core enterprise applications, including Salesforce CRM, and related business platforms. This role is responsible for the administration, configuration, integration, and continuous improvement of enterprise systems to support academic operations, student experience, and institutional effectiveness.

Working closely with academic and administrative stakeholders, the Manager, Enterprise Systems aligns technology solutions with institutional priorities, strengthens data integration through APIs and iPaaS platforms, and drives workflow automation and digital transformation initiatives. The role leads a small team of business systems professionals, providing direction, mentorship, and fostering a collaborative, high-performance culture. Key outcomes include system optimization, strong user adoption, data quality, and scalable, sustainable digital solutions across departments.

If you are eager to take on a meaningful role in an environment that positively impacts the experiences of students, faculty, and staff, we’d love to connect with you.

Key Responsibilities:

Reporting to the Chief Information Officer, the successful candidate will be required to perform the following job duties including but not limited to:

Enterprise Systems Management

• Lead the administration, configuration, enhancement, and integration of Salesforce CRM, Rio Education SIS, and other enterprise business applications.
• Partner with academic and administrative units to understand requirements and translate business needs into effective system solutions.
• Oversee the planning, development, testing, and deployment of system enhancements and new capabilities.
• Ensure high levels of system usability, reliability, and adoption through effective change management and user enablement.

Integrations, Data, and Automation

• Design, develop, and manage system integrations using APIs, middleware, and iPaaS solutions.
• Ensure accurate, secure, and timely data flow across enterprise platforms.
• Identify and implement opportunities for business process optimization and automation in collaboration with functional teams.
• Leverage Microsoft Power Platform (Power Automate, Power Apps, Power BI) and other low-code/no-code tools to improve operational efficiency and productivity.
• Work with vendors and internal teams to implement integration and data management best practices.

IT Strategy, Planning, and Delivery

• Contribute to IT strategy, standards, policies, and best practices related to enterprise systems and applications.
• Manage application-related IT projects, ensuring delivery on time, within scope, and within budget.
• Coordinate with infrastructure, security, and service desk teams to ensure stable, secure, and well-supported systems.
• Manage relationships with external vendors and service providers to ensure quality delivery and value for money.

Security, Compliance, and Reliability

• Ensure enterprise applications comply with data protection, privacy, and security requirements.
• Coordinate application-level security controls, access management, and audit readiness.
• Support disaster recovery, backup, and business continuity planning for enterprise systems.
• Maintain clear and up-to-date documentation of systems, integrations, configurations, and operational procedures.
• Monitor system performance and lead continuous improvement, including upgrades, patching, and issue resolution.

Team Leadership

• Lead and mentor the business systems and applications team (developers, analysts, administrators), fostering accountability and collaboration.
• Support professional development, performance management, and knowledge sharing within the team.
• Promote a service-oriented, solution-focused culture aligned with institutional values.

Qualifications:

The successful candidate shall possess the following skills and qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related discipline. 
• Minimum seven (7) years of experience in enterprise systems or application management, with at least two (2) years in a leadership or supervisory role. 
• Strong hands-on experience with Salesforce administration, development, and integrations.
• Solid knowledge of API management, iPaaS platforms, and enterprise system integrations.
• Proficiency with Microsoft Power Platform (Power Automate, Power Apps, Power BI).
• Experience with SharePoint Online, intranet platforms, and enterprise collaboration tools.
• Demonstrated project management skills, with the ability to manage multiple priorities and stakeholders.
• Strong analytical, problem-solving, and decision-making capabilities.
• Excellent communication and interpersonal skills, with the ability to work effectively across academic and administrative teams.
• Experience managing vendor relationships and application-related budgets.

Preferred Qualifications and Certifications

• Salesforce certifications (Administrator, Platform App Builder, or related).
• Microsoft Power Platform certifications.
• ITIL, PMP, Agile, or similar project/service management certification.

Application Process:

To formally express your interest in this opportunity, please submit your resume and a brief cover letter. In your cover letter, please highlight your qualifications for the role and share what inspires you about the prospect of contributing to a rapidly scaling, purpose-driven organization. This posting is for a current, existing vacancy at our organization, and the posting remains open until the position is filled. The position is subject to budgetary approval. Any questions may be sent to careers@ibu.ca. 
We look forward to reviewing your application. See our website www.ibu.ca for further information about this new and exciting opportunity.