Technical Lead Application Support

Job Title: Technical Lead Application Support

Vacancies: This posting is for 1 current vacancy

Location: Toronto, ON | Vancouver, BC | Ottawa, ON | Calgary, AB | Halifax, NS | St John's, NL | Kelowna, BC | Prince George, BC | Montreal, QC(Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us)

Work Model: Hybrid Work Model

Salary Band: 6 ($80,000 - $90,000)

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.

WHAT YOU’LL BE DOING:

Operations:

• 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.

Other

• Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
• Other duties as assigned

QUALIFICATIONS:

• Bachelor's degree in information technology, computer science or a related field, or at least 5 years of equivalent work experience.
• Must have Salesforce admin certification
• 3+ years of proven experience in supporting and administering Salesforce applications, especially in the following areas:
• Administration
• Development of tools
• Experience Cloud
• Non-Profit Success Pack (NPSP)
• Non-Profit Cloud (NPC) is an asset
• Experience in understanding of:
• Leading technical operational and solutions-based projects including requirements gathering, documentation and testing
• System and application architecture, troubleshooting, support and developers’ tools
• Working with vendors and project management
• Development and project planning tools (eg. Azure DevOps, Jira or Asana)
• Ability to shift and adjust to changing demands and priorities – agile and waterfall methodologies
• Ticketing systems such as FreshService, and project tracking systems like Azure DevOps.
• Supporting enterprise applications in complex environments,
• Managing ITIL process,
• IT change management
• Incident and problem management
• Data analytics, data models, and reporting tools
• API testing tools
• Web applications and website development process and support
• Middleware tool and technology integration
• Quality assurance (QA) processes, including planning and conducting testing
• Strong analytical skills and solution-oriented mindset
• Strong ability to follow through on timelines and commitments without needing external prompting
• Ability to manage multiple priorities and work effectively under pressure.
• Good interpersonal and communication skills, with a focus on customer service and communication.
• Experience working in a team-oriented environment
• Experience working at a non-profit is an asset
• Working knowledge of programming languages (including Apex, .net, HTML, JavaScript) is an asset
• Bilingualism (French/English) is highly preferred, with French being an asset due to the organization’s nationwide operations and the need for effective communication across various regions.
• Others may apply

WHAT YOU CAN EXPECT FROM US:

CCS provides impactful opportunities to transform the lives of Canadians affected by cancer. We are devoted to creating an inclusive workplace that celebrates diverse experiences and skills, encouraging all qualified candidates to join us. Our inspiring culture is rooted in our core values and commitment to meaningful change:

COURAGEOUS UNITED CARING RIGOROUS

We offer a competitive salary, excellent benefits, including paid parental leave, family sick time, and health insurance—and a fulfilling work environment where your efforts make a meaningful impact daily.

COME AS YOU ARE

At CCS, we celebrate individuality and the strength of diversity. We are committed to fostering an inclusive and equitable workplace that empowers everyone. We encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of our organization. Together, we unite Canadians to shape the future of cancer care.

HOW TO APPLY:

Qualified candidates are invited to submit their resume, cover letter and salary expectations by March 13th, 2026.

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

OTHER INFORMATION:

CCS is dedicated to employment equity and encourages applications from all qualified candidates. In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process. We want to make the interview process a great experience for you!

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

Privacy Disclosure

We collect your personal information through forms, by phone or in person to evaluate your candidacy for the role(s) you have applied for, to contact you regarding your candidacy, and to generate recruitment-related reports. If selected for a position at CCS the information provided will be used for the purposes of pre-employment checks and added to your employee file. We may share your personal information with third parties, including recruitment consultants, within or outside your province or territory or outside Canada to carry out the purposes identified above, or as required by law. We may contact you by mail, email, phone or text. You can exercise your right to access your information or have it corrected, unsubscribe from communications or withdraw your consent by selecting these options within the ADP system, or by contacting privacy@cancer.ca. For more information about our privacy practices, visit cancer.ca/privacy.

AI Disclosure

We are committed to transparency and, the responsible use of technology in our hiring process. Artificial intelligence (AI) tools may be used to assist with certain administrative or screening tasks; however, all hiring decisions are made by people. We review and approve AI-assisted outputs to ensure fairness, accuracy, and alignment with our values. For more information about our privacy practices, visit cancer.ca/privacy.

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