Senior Systems Business Analyst

Senior Systems Business Analyst

Position Name: Senior Systems Business Analyst
Reporting to: Chief Information Officer (CIO)
Department: National IM/IT (Information Management/Information Technology)
Location: Ottawa, ON (Hybrid)
Status: Full-Time Permanent
Language(s): English (Bilingual EN/FR is a bonus)

Why Work with SJA? 

St. John Ambulance is a federation of charitable organizations that operates in all provinces and territories of Canada and over 40 countries around the world. It is Canada’s premier first aid training organization and delivers first responder, therapy dog, and other community services to Canadians through 10,000 front line volunteers. 

If you are seeking an exciting, new role contributing to a pan-Canadian project in a dynamic organization with a long-standing history in Canada and around the world, we would love to hear from you.

SJA’s Tech Stack 

•    Microsoft’s enterprise application ecosystem. 
•    Non-Microsoft solutions are integrated into Dynamics 365 (D365) through APIs and/or ETL tools. 
•    Fully Cloud/SaaS (PaaS where not) and hosted in Canada (where possible).
•    Microsoft: Azure, SQL, Office365, Dynamics 365, Business Central, PowerAutomate, PowerBI, Fundraising & Engagement, Volunteer Management, a Volunteer mobile app etc.
•    Non-Microsoft: Website: Drupal, LMS: Brightspace by D2L, Marketing Automation: HubSpot
•    Team: CIO, Trainer/Senior Systems Business Analyst, Financial Systems Analyst, Senior Web Developer, 2x Enterprise Applications Support Agents, plus your role

The Senior Systems Business Analyst Role

•    Managing Microsoft Dynamics 365 CE (SJA’s CRM/source of truth) aka “D365”.
•    Intimate 360 understanding of SJA’s business processes and system integrations. 
•    Troubleshoot all key IT systems/integrations and where necessary, develop customizations, perform bug fixes and/or coordinate work with SJA’s IT vendors.
•    Works with the Sr. Project Manager to coordinate/report on all IT related projects.
•    Supports IT SMEs on staff facing operational tickets from our internal Service Desk 
•    Leads IT & SME teams in the design and implementation of customer and technical support models that address the business and technical needs of SJA. 
•    Proactively identifies and evaluates opportunities to recommend new tools and methodologies that will enhance the existing operational delivery models.

Primary Responsibilities:

      Business Process Review and Alignment  

•    Review and align existing business processes.
•    Gather and document business and information system requirements.
•    Document and establish new processes that will need to be implemented. 
•    Manage risk, impact, and challenges of re-aligning new business processes. 
•    Develop and support QA and UAT plans for enhancements/updates. 
•    Training and adaptation for users upon release

      IT Related Project Tasks and Support 

•    Use standard project management processes where applicable. 
•    Maintain regular communication with the project stakeholders. 
•    Clearly communicate timelines to project stakeholders 
•    Changes to project scope, evaluates impacts and recommendations to project stakeholders. 
•    Plan, track, and support new system/feature rollouts and enhancements. 
•    Publish solution update details to our SharePoint Hub and National Service Desk

      Application Management and Support 

•    Microsoft Dynamics 365 CE systems primary business and technical specialist 
•    Level 2 application support at the National IT Service desk 
•    Level 3 IT vendor coordination for escalations, development, and maintenance
•    Backup support for all other IT SMEs (Service Desk, Finance, Training, Web)

      Collaboration and Coordination 

•    Ability to establish and manage workgroups to facilitate consensus building and decision-making. 
•    Drive for business results and persistence in advancing business initiatives, despite adversity.
•    Creating innovative and alternate solutions as appropriate. 


•    Experience in D365 as a Systems Business Analyst role or for at least 5 years. 
•    Experience working in Microsoft’s enterprise applications ecosystem.
•    Experience working with integration/ETL tools (PowerAutomate & Scribe) and working with APIs.
•    Proficient with Microsoft Office365, Visio, Project, Visual Studio, ERD, and wire-framing/mock-up tools
•    Proficient with languages/translations, XRM toolbox, and SSRS reporting using Fetch XML
•    Familiar with D365 reporting from views/dashboards to PowerBI, and working on learning how Fabric extends reporting on these records up to the org level.
•    Strong aptitude for use of technology, training, and coaching of end users & SMEs.
•    Experience in business process analysis and systems documentation/writing.
•    Understanding of IT environments, process change and business re-engineering. 
•    Experience with CRM, ERP, LMS, online registration and reporting systems. 
•    Self-starter, strong problem solver, naturally curious and a hungry learner.
•    Experience facilitating, negotiating, and communicating to an audience in their “language.”
•    Ability to communicate with political nuance, sensitivity and can “read a room” (high EQ).
•    Able to work remotely, manage multiple projects, and has strong time management skills.
•    Builds strong working relationships with internal project stakeholders.
•    Lives in the greater Ottawa area or willing to relocate (the position is hybrid)


•    Bilingualism (English & French)
•    PMP designation
•    Project Management experience
•    Operations management experience
•    SQL skills
•    Computer languages like Python
•    Experience leading remote teams

Employment Equity 

St. John Ambulance is an equal opportunity employer and is working to build an inclusive and equitable team that reflects the communities we serve, if you are part of an equity reporting group and would you like to identify, please include this in your cover letter.

Remuneration and Benefits   

•    This position offers a salary commensurate on qualifications and experience along with a defined benefit pension plan, medical/dental/vision benefits, three weeks' vacation (plus the week off from Christmas to New Years), along with all federal and Ontario provincial holidays. 
•    While this role is traditionally “Monday to Friday 9-5", flexibility may be required occasionally
•    This role comes with a minimum three-month probationary period 


•    Please submit your resume and a brief, covering letter outlining your motivations for applying and how your skills and experience fit the key requirements of this position, along with your salary expectations.
•    Submit your application directly to
•    The deadline for applications is April 2nd, 2024. 
•    We thank all those who apply but only those selected for an interview will be contacted.