Overview

Reporting to the Manager, Strategic Deliveries, the Business Applications Specialist provides day-to-day administration, configuration, and front-line support for CAA North & East Ontario’s core customer engagement and sales platforms, including HubSpot Sales Hub and Bloomreach Engagement (formerly Exponea). This role is responsible for maintaining the stability, integrity, security, and effective operation of supported business applications and their integrations.

Working closely with Marketing & Communications, Enterprise Solutions, Data Engineering, and business stakeholders, the Business Application Specialist serves as the primary internal resource for application support, configuration, data governance, user administration, and operational improvements. The role combines reactive support with proactive platform monitoring, documentation, continuous improvement, and emerging technology adoption to maximize business value and support an exceptional member experience.

Responsibilities

Business Application Administration

• Administer, configure, and maintain HubSpot Sales Hub, Bloomreach Engagement, and other assigned business applications.
• Serve as the primary internal subject matter expert and first point of contact for application support and operational issues.
• Manage user accounts, roles, permissions, pipelines, workflows, automation, properties, custom objects, and application settings.
• Maintain integrations between supported applications and enterprise systems, including Microsoft 365, the Enterprise Data Warehouse (EDW), Google Analytics 4 (GA4), and other connected platforms.
• Evaluate and recommend application enhancements, integrations, upgrades, and process improvements.

Data Management & Governance

• Manage and monitor data imports, exports, synchronization processes, and backfill activities to ensure accuracy, completeness, and proper routing.
• Maintain customer, sales, event, and communication preference data structures to support business requirements and reporting needs.
• Perform data quality activities, including validation, deduplication, record merging, field audits, and cleanup of obsolete or inaccurate records.
• Establish and maintain data standards, naming conventions, access controls, and governance practices.
• Support compliance with privacy and communication requirements, including CASL and PIPEDA.
• Collaborate with Data Engineering and Reporting teams on data model changes, integrations, and downstream impacts.

Application Support & Incident Management

• Provide first-line technical support for Sales, Membership, Marketing, Business Insurance, and other internal users.
• Monitor application health, workflows, integrations, and data processes through scheduled health checks.
• Investigate, troubleshoot, and resolve application issues, escalating complex incidents to vendors or internal technical teams when required.
• Maintain incident logs, issue documentation, and resolution records to support continuous improvement.
• Prepare regular platform health and operational status reporting.

Request Management & Project Support

• Triage, prioritize, and manage support requests through monday.com and Azure DevOps (ADO).
• Coordinate project intake activities, communicate timelines and status updates, and support delivery of application enhancements.
• Translate business requirements into application solutions and identify opportunities for process improvements and automation.
• Monitor recurring issues and recommend self-service solutions, workflow improvements, and operational efficiencies.

Documentation & Knowledge Transfer

• Develop and maintain business requirements documentation (BRDs), process documentation, data flow diagrams, configuration records, and operational runbooks.
• Create user guides, training materials, and knowledge articles to support user adoption and self-service.
• Deliver system walkthroughs, training sessions, and knowledge-transfer activities.
• Monitor vendor releases and communicate relevant platform updates, enhancements, and changes to stakeholders.

Innovation & Emerging Technologies

• Leverage AI-assisted tools to improve application administration, reporting, troubleshooting, and operational efficiency.
• Identify opportunities to automate routine processes and improve customer insights.
• Stay current with emerging technologies and recommend practical solutions to enhance business applications and user experience.

Requirements

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• Post-secondary diploma/degree in Information Technology, Computer Science, Information Systems, Business Technology, or a related discipline.
• 2-4 years of experience administering enterprise business applications.
• Experience with HubSpot Sales Hub and Bloomreach Engagement (formerly Exponea) is strongly preferred; experience with comparable CRM, marketing automation, or customer engagement platforms will also be considered.
• Experience configuring enterprise applications, including workflows, automation, user security, and integrations.
• Experience managing customer data, imports/exports, and data quality initiatives.
• Experience supporting business users and preparing technical documentation, process maps, or business requirements documentation (BRDs).

Knowledge, Skills & Abilities

• Strong knowledge of CRM, marketing automation, and enterprise business applications.
• Working knowledge of Microsoft 365, Google Analytics 4 (GA4), Enterprise Data Warehouse (EDW) concepts, Azure DevOps (ADO), and monday.com.
• Knowledge of data governance, customer data management, privacy legislation (CASL and PIPEDA), and enterprise application integrations.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to diagnose application, integration, and data issues.
• Ability to prepare technical documentation, training materials, process documentation, and data flow diagrams.
• Excellent organizational, communication, and stakeholder management skills, with the ability to explain technical concepts to non-technical audiences.
• Ability to identify process improvements and leverage automation and AI tools to improve efficiency and business outcomes.

Personal Attributes

• Customer-focused with a strong service orientation.
• Detail-oriented with a commitment to data accuracy, quality, and governance.
• Proactive, adaptable, and comfortable working in a changing technology environment.
• Collaborative and relationship-focused, with the ability to work effectively across technical and business teams.
• Accountable, dependable, and committed to delivering high-quality results.
• Curious and motivated to learn new technologies, tools, and best practices.

Compensation

• Salary: $60,000
• 5% Annual Performance Bonus
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

Employment is contingent on a successful Criminal Background Check and references.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process