ROLE OVERVIEW

Reporting to the Manager, Business Systems, the Business System Specialist 3 (BSS) role provides technical support for business systems to ensure operations run smoothly with as little down time as possible. The BSS 3 provides expert-level support, acts as a technical mentor, leads significant projects, and champions continuous improvement initiatives within the team and across the organization. This involves providing day-to-day support leadership on software system issues, troubleshooting and resolving issues including escalating to third party internal or external teams for advice/guidance when required. This role also serves as leads in business transformation projects or initiatives by documenting business requirements, evaluating solutions, configuring/testing systems and supporting business system releases/implementations. Additionally, this role also requires leading after-hour support rotations for critical business applications to ensure continuous operational stability. This role supports Assiniboine Credit Union/ Caisse Assiniboine (ACU)’s commitment to rural and agricultural communities, francophone services, values-based banking and ACU’s triple bottom line accountability to people, planet, and prosperity.

KEY ACCOUNTABILITIES

• Provides Tier 2 incident management support services for Assiniboine Credit Union’s (ACU) core business systems:

  • Adheres to industry standards (ITIL) while managing incidents and service requests through the work order lifecycle while striving to achieve agreed upon Service Level Agreements (SLAs)
  • Acts as a senior technical expert, managing critical incidents and advising Tier 1 and Tier 2 team members.
  • Mentors and trains BSS team members , enhancing team capability.
  • Proactively identifies risks and opportunities, recommending strategic solutions.
  • Analyzes reported incidents and troubleshoots while referencing internal knowledge base and existing supporting documentation.
  • Demonstrates excellent customer service while providing technical support as it relates to: ACU products, processes and business systems.
  • Relays complex information to Tier 3 support teams (internal/external) in an effort to troubleshoot incidents.
  • Escalates member concerns to management as required.
  • Provides expert service and support, while ensuring that the 7 Principles of Member Experience is top of mind.
  • Prepares reporting to provide insight into operations and member experience.
  • Ensures that incidents and planned outages are communicated effectively in accordance with SLAs.
  • Leads and coordinates after-hours critical incident response teams, ensuring rapid issue resolution.

• Leads User Support Services:

  • Develops and maintains all business system support resources, documentation and communications to support employees serving members.
  • Delivers System Admin Services: Ensures all permissions and users are updated in associated business systems to meet the organizational needs.
  • Leads comprehensive system configurations business systems based on business requirements and tests changes to confirm acceptance of the change.
  • Coordinates deployment of changes through environments with vendors and stakeholders.
  • Leads complex user access reviews, aligning closely with security and audit requirements.
  • Support audits related to system controls and user access controls.
  • Supports release management and the configuration of components within business systems to ensure smooth delivery of new features/functionality.

• Leads Project/Initiative Support Services

  • Consults with business users and other subject-matter-experts (SME) to gather business requirements; determine technical feasibility and impacts to existing processes and business systems.
  • Develops conceptual designs/models of proposed technical solutions for ACU’s core systems; acts as the liaison between the business and technical teams to translate business requirements into technical requirements.
  • Monitors project tasks, identifies challenges/opportunities and engages in the appropriate actions.
  • Supports and/or manages multiple projects/initiatives.

• Demonstrates understanding of ACU’s commitment to values-based banking, respectful workplace and diversity and inclusion.

• Responsible for compliance and risk management, through the execution of internal policies and procedures, maintain ongoing compliance with regulatory, legislative and organization requirements at all times.

• Identifies and leads continuous improvement opportunities in the business through reviews and assessments of current business processes and systems.

• Recommends changes that improve efficiency and/or quality of service, capitalizing on opportunities to achieve synergies and economies of scale.

• Completes regular and special reporting as required

• Develops strategic documentation, training materials, and conducts advanced user training sessions.

QUALIFICATIONS

Education and Experience

The competencies for the position would typically be acquired through a minimum of eight years of job-related experience and a related degree or diploma. Equivalent combination of education and experience will be considered. Practical, operational business experience and knowledge in the financial services sector is required. Knowledge and experience with banking systems is an asset.

Key Occupational Skills

• Advanced proficiency in ITIL practices and service management principles.

• Expert knowledge of banking systems, compliance requirements, and financial services operations.

• Extensive experience in business analysis, requirements management, and project leadership.

• Strong mentoring, coaching, and leadership skills.

• Excellent analytical, organizational, and advanced communication skills with the ability to influence and guide decision-making.

• Business process redesign or reengineering

• Knowledge of BABOK techniques

• Software quality control and assurance particularly quality and testing concepts and techniques

• Software Development Life Cycle (SDLC)

• Experience leading after-hour support and on-call incident resolution for critical IT systems.

• Knowledge of incident response best practices and escalation procedures for off-hours support.

Location and Work Environment

It is anticipated that this position would be located at any of the Head office locations in Winnipeg with potential for remote or hybrid work arrangement. This position is expected to have at least one in-office day each week and the potential for infrequent travel potentially required to locations across Winnipeg to support organizational needs.

Who we are

As a Certified B Corporation® and one of Manitoba’s Top Employers (2024), the culture at Assiniboine Credit Union / Caisse Assiniboine is supportive of the individual while focused on the greater community. With the widest geographic reach of any credit union in Manitoba, you’ll be motivated by shared values and encouraged to always think about how, through financial sustainability, we can do more for our members, our employees and our community.

Choosing to work at Assiniboine means that you’ll be working for a uniquely Manitoban credit union that…

• puts people, planet and prosperity first,
• values diversity and inclusion,
• is committed to serving its urban, rural, agricultural, and Francophone communities,
• supports employees through training programs and long-term career development,
• offers a competitive total compensation program which includes bonuses, a matched pension program, and health and dental benefits.
• is focused on social and environmental responsibility.

If doing things differently and doing more is part of who you are, join us on a rewarding journey where your personal aspirations and career goals can align. If you are interested in applying for the position, please submit your application by Thursday, May 21, 2026, at 4:00pm. We thank everyone who applies, but only candidates selected for an interview will be contacted.

We are committed to workforce diversity and actively recruit people with diverse backgrounds, experiences, and perspectives reflecting the community in which we live and work. Applicants may request reasonable accommodation related to the materials and activities used throughout the selection process.