Application Support Analyst (CSS)

Job city: 
Job region: 
Greater Toronto Area
Application Deadline: 
Friday, October 27, 2017 - 5:00pm

About the YMCA of Greater Toronto:

YMCA of Greater Toronto aspires to be a great work place through an environment that embraces diversity and social inclusion, valuing differences and supporting full participation by all employees. The YMCA provides more than 3,000 employees with meaningful jobs and the opportunity to make a difference in the lives of individuals and the health of our communities. The YMCA works to build strong kids, families and communities. This is achieved through a shared culture and values. We recognize the contributions of our staff through innovative practices, great benefits and growth opportunities.

Reports To: National Programs Manager (Client Support Services Program and COA)

Nature & Scope:

The YMCA of Greater Toronto, a leader in coordination of national and provincial programs, acts as the National Coordinator for the Client Support Services Program (CSS). The objectives of the CSS program are to provide resettlement services to more than 5,100 Government-assisted refugees (GARs) through an empowerment-oriented case management and community capacity building model of service delivery, while engaged in continuous quality improvement initiatives. The YMCA as the National Coordinator provides both indirect/direct services to GAR clients through a collaborative network. The key coordination activities include: National administration; database management and reporting; communication and information sharing; and program delivery, support and training.

The Applications Support Analyst reports to the CSS Manager and partners with YMCA IT Support in ensuring the nation-wide program database is efficiently and effectively evaluated and developed to track program outcomes. The position is responsible for providing technical support and training to six program sites and as well, contributes to the National reporting requirements through systematic gathering, analyzing and reporting of data. The Applications Support Analyst promotes the YMCA programs to the community and organizations in order to market the programs to those in position to assist the Association in achieving Strategic Outcomes. Additional program administrative tasks are also the responsibility of this position.


  • Provide advanced management, support and analysis for nation-wide customized database system (Effort to Outcomes- ETO) with local sites
  • Coordinates with National Programs Manager (CSS) and YMCA IT Support team to implement a database/reporting plan in consultation with the CSS program sites in order to identify national program requirements, key settlement performance indicators/outcomes and successfully translate them into an efficient software model
  • Identifies software application adjustments and develops new customized tracking and reporting Systems
  • Identify reports in regards to the program outputs as requested by various stakeholders
  • Monitors and collects ETO user requests for further customization
  • Prepares monthly/quarterly and annual statistical reports of each program sites and comparative analysis nationally; identifying and analyzing trends and progress of the CSS program
  • Coordinates with National Programs Manager (CSS) and YMCA IT Support team to implement new data system features and evaluation tools that can be used to measure program impact at the individual, community and national level
  • Ensures quality standards of data integrity are in place; provides data integrity reports bi-annually to senior managers in each program delivery site
  • Provides first level technical support to the six program sites; tracking relevant system issues and required actions/follow-ups
  • Coordinates both online and in-person ETO software training with CSS program staff /managers as required/ iCARE upload training; provides expert advice and support to all sites; ensuring updates are made to ETO User’s Manual and FAQs
  • Participates in advanced ETO software training and workshops; liaises with YMCA IT support team as required
  • Effectively trouble-shoots and problem-solves issues as they arise and keeps the CSS Manager informed
  • Researching and assisting in the implementation of a Learning Management System (LMS)
  • Demonstrates appropriate behaviors in line with our Mission, Vision and Values as reflected in our YMCA competencies; takes a member focused approach to increase their understanding of programs offered across the Association. Represents the YMCA and the Association in a professional manner
  • Understands the importance of the volunteer staff partnership and integrates the value of philanthropy and volunteerism in dealings with members, volunteers, donors and staff
  • Other duties as assigned


  • University Degree preferred or completion of Community College Diploma in Information Technology, Research, Statistics, Community Development or related field
  • Minimum two - three years of related work experience
  • Solid experience and understanding of data systems and reporting application software
  • Familiarity in implementing a Learning Management System (LMS), an asset
  • Demonstrated knowledge with evaluation/research design, data collection and both qualitative and quantitative data analysis
  • Must possess advanced computer skills (Excel & Access)
  • Experience with webinar/tele-conferencing tools, html and other web-based applications
  • Well-developed interpersonal and relationship building skills; ability to establish rapport and excellent communication with members including participants, staff and volunteers
  • Excellent time management skills; attention to detail; the capacity to prioritize by assessing situations to determine urgency; ability to develop a work schedule, set goals, implement action plans and monitor progress
  • Able to facilitate groups and function in a diverse team environment
  • Experience and sensitivity in dealing with members of different cultural and racial backgrounds, including visible and non-visible dimensions of diversity
  • Communicates in a thorough, clear and timely manner and supports information sharing and goal achievement across the Association
  • The position requires the following Core Association Competencies: advanced competence in: Effective Interpersonal Communications; Ethics and Self-management; Being Results Focused
  • Teamwork and Collaboration; Valuing Diversity and Social Inclusion; fundamental competence in: Being Member Focused and Relationship Building and Partnering

This is a Contract Full-time Salaried
Effective: Immediately
Location: Yonge Street YMCA, Toronto

How to apply:

Please send résumé and cover letter quoting job posting # 558 by, October 27, 2017 to:

Nicoleta Monoreanu
National Programs, Manager
2200 Yonge Street Unit 300
Toronto, ON M4S 2C6


Job offers are contingent upon the successful completion of a police records check.

The YMCA of Greater Toronto values the diversity of people and communities and is committed to excellence and inclusion in our Association.

We are committed to an environment that is barrier free. If you require accommodation during the hiring process, please inform us in advance to arrange reasonable and appropriate accommodation.
About the YMCA of Greater Toronto:

The YMCA of Greater Toronto is a dynamic charity offering opportunities for personal growth, community involvement and leadership. Our 2010-2020 strategic plans Strong Start Great Future calls upon our Association to invest in young people across their life stages to deliver on our vision of ensuring our communities will be home to the healthiest children, teens and young adults. This community health strategy includes a significant role for adults and older adults.

Mirroring the region’s diversity, the YMCA offers a variety of programs responding to the needs of the community, including employment and essential skills, education, newcomer programs, youth outreach and intervention, fitness, sports and aquatics, international programs, child care and camps.

Through the YMCA Strong Kids Campaign, donors help ensure no child is left out and every family who needs financial assistance has access to YMCA facilities and programs. We believe that by providing our children with a strong start, they will have a great future. And, ultimately, strong, healthy children mean strong, healthy communities in the GTA for the years to come.