Business Systems Implementation Specialist (3 Month Contract)

Who We Are:

Canadian Mental Health Association Durham is an integrated community mental health and primary care hub that has been providing mental health services to Durham Region for over 60 years.

During that time, it has evolved to provide a broad range of services to individuals and their families experiencing mental health challenges, from information and education to case management, psychosocial rehabilitation, housing and primary healthcare. These services are provided through inter-professional teams focused on providing clinically based services that, in addition to dealing with client mental health issues, address social determinants of health using the recovery model.

Purpose of the Position:

Reporting to the Communications and Public Relations Lead, the Business Systems Implementation Specialist is responsible for planning, implementing, and optimizing technology systems and automated workflows that improve organizational efficiency, service delivery, and user experience across departments. This includes leading requirements gathering, system configuration, testing, documentation, training, deployment, and post-launch support for initiatives such as volunteer process automation, the Learning Management System, and the Employee Management System. They will also play a role in supporting change management, coordinating with internal teams and external vendors, and promoting the successful adoption of new tools and processes. They will also provide expertise in business process improvement, workflow automation, systems integration, data migration, troubleshooting, and continuous optimization to ensure solutions are sustainable, user-friendly, and aligned with organizational needs.

Duties and Responsibilities:

Systems Planning & Implementation

• Lead end-to-end implementation of new technology systems across departments, from requirements gathering through deployment and post-launch support
• Develop project plans, timelines, and milestones for each implementation
• Conduct needs assessments with program teams to identify system requirements, workflows, and pain points
• Configure, customize, and test systems prior to launch
• Coordinate with external vendors and service providers as needed
• Create and maintain system documentation, including process maps, user guides, and technical specifications

Communications & Public Relations: Volunteer Process Automation

• Partner with the Communications and Public Relations team to design and implement Microsoft Power Automate workflows that streamline the community events volunteer process
• Map existing volunteer coordination workflows and identify automation opportunities
• Build, test, and deploy Power Automate flows for volunteer sign-up, scheduling, communications, task assignment, and follow-up
• Integrate automated workflows with existing tools (e.g., Microsoft 365, SharePoint, Outlook, Forms)
• Monitor and optimize automations post-launch to ensure reliability and efficiency

Recovery College Wellness Centre: Learning Management System (LMS)

• Lead the implementation and configuration of the selected LMS, including course setup, user roles, enrollment workflows, and reporting
• Collaborate with program employees to migrate or develop course content within the platform
• Train facilitators and participants on LMS usage
• Establish processes for ongoing content management and system maintenance

Employee Experience (EE): Employee Management System

• Assist the Employee Experience team in selecting and implementing an employee management system
• Gather requirements related to employee records, onboarding, performance management, time tracking, and other EE processes
• Configure the system to align with organizational policies, compliance requirements, and workflows
• Manage data migration from legacy systems or manual processes
• Provide training and ongoing support to EE team and end users

Training & Change Management

• Develop and deliver training programs for employees adopting new systems
• Create user-friendly documentation, quick reference guides, and video tutorials
• Support change management efforts by communicating benefits, addressing concerns, and gathering feedback
• Serve as the primary point of contact for system-related questions during and after implementation

Ongoing Support & Optimization

• Monitor system performance and user adoption post-implementation
• Troubleshoot issues and coordinate with vendors for resolution
• Identify opportunities for further automation and system improvement
• Maintain awareness of emerging technologies and best practices relevant to the nonprofit and mental health sectors

Client Safety

Adhere to CMHA Durham client safety programs including program policies as well as infection control and prevention procedures. In partnership with clients, family members, and fellow employees, maintain open lines of communication to assist the organization in identifying and achieving quality outcomes for client safety. Report client safety incidents and suggested improvements to manager or delegate.

Other Duties as Assigned

• Attend, participate in team meetings and all employee meetings
• Participate in organizational quality improvement activities, e.g. accreditation projects, committee work, special events
• Participate in quality improvement activities at the team/program level
• Participate in external meetings/communication as required.

The above statements are intended to describe the general nature and level of work being performed by the incumbent(s) of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of the position.

Effort

• Sits at desk, stands and walks daily to perform the duties of the job.
• Concentration, conceptualization and attentiveness required daily to answer all inquiries.
• Creativity and innovation required daily using sight, hearing and touch to operate a computer,
• Develop strategic actions, develop/provide information on policies and procedures,
• Proofread, perform comprehensive assessments, and read documents,
• Resolve conflicts, problem solve, facilitate meetings, attend meetings, oversee daily operations, manage caseloads, prepare documents, listen to clients etc.

Risk Management

Minimizes risks adhering to CMHA Durham Policies and Procedures identifying, assessing, evaluating and controlling risks ensuring well-being of employees and clients 

Qualifications:

• Post secondary degree preferred in Information Systems, Business Technology Management, Computer Science, Information Technology, Business Administration, Project Management or a related field and/or an equivalent combination of education, training, and relevant lived experience is required.
• Excellent interpersonal and organizational skills; able to prioritize
• Excellent oral and written communication skills
• Excellent problem-solving and decision-making skills
• Ability to maintain confidentiality
• Strong knowledge in various aspects of applicable legislation
• Effective client relationship building skills; understanding the client’s needs and background
• Strong computer skills including PowerPoint, Excel (Macro’s an asset), Word, Visio and, Microsoft Power Automate (an asset)
• Previous experience in working in Community Mental Health, Not for Profit experience an asset
• Ability to work independently and co-operatively as part of a team, management, board of directors, stakeholders and partners such as external vendors
• Able to integrate CMHA Durham’s philosophy of being a “welcoming organization” into everyday practice.

• General knowledge of the mental health environment in Ontario.

• Ability to adapt to change and navigate through ambiguous situations
• Project management skills
• Knowledge of Indigenous communities and cultural practices (preferred).
• Satisfactory, current Vulnerable Sector Check and satisfactory Professional Work References required.
• Knowledge of Indigenous communities and cultural practices (preferred).
• Basic to Intermediate proficiency in French considered an asset.
• Work outside of normal business hours as required in compliance with the Disconnect from Work Policy

What We Offer:Read more about us at CMHADurham.org/getinvolved.

CMHA Durham endorses the principles of workforce diversity and does not use AI algorithms or automated decision-making in the recruitment process.   All qualified candidates are encouraged to apply; however, only those selected for an interview will be contacted. Please advise us if you require any level of accommodation, we are here to help and support you.

CMHA Durham is a non-profit community-based organization that believes that mental and physical health care is for everyone regardless of class, race, sexuality, gender, age, faith, or ability. With a flexible working model (within reasonable parameters of the program), memberships to meditation apps, competitive vacation, wellness time and 100% employer paid health benefits, work-life balance is not only encouraged but expected. Our Monday – Friday work week has 35 hours for most position and everyone gets their birthday off with pay.