When you join OLG, you’ll help deliver a winning experience for the people of Ontario while levelling up your career in a collaborative, innovative environment. You’ll help deliver exciting entertainment experiences for our players. You’ll help improve life in Ontario, because at OLG 100% of our profits go back to the province. At OLG we think big, move fast, and welcome change. We are bold, curious, open, and always taking our game to the next level.

Olg 

Customer Systems Manager

Senior Retail Compliance Specialist

OLG is seeking a passionate Customer Systems Manager to administer, configure, and optimize divisional CRM systems and related technologies. This role involves collaborating with the Director, Channel Implementation and Senior Customer Systems Manager, acting as a key liaison between end-users, stakeholders, enterprise technology teams, and external vendors. Responsibilities include providing technical support, assisting in system integrations, and contributing to the continuous improvement of CRM tools, workflows, and automation solutions to align with divisional strategy and operational needs.

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Customer Systems Manager</h2>GAME ON – OLG needs youWe’ve said GAME ON, and we mean it – OLG is rapidly transforming its organization to better serve Ontarians by delivering great gaming experiences through our digital, retail lottery, and land-based gaming channels. Over the course of fiscal 2023-24, OLG delivered a record $2.4 billion in net profit to the Province of Ontario. OLG is now expanding our horizons even further, with a new strategic direction that builds on successes to date as a world class gaming entertainment leader with a globally admired omni-channel platform.We are ready to take this game to the next level and need a passionate Customer Systems Manager to play a key role in the administration, configuration, and optimization of divisional CRM systems and related technologies. In collaboration with the Director, Channel Implementation and Senior Customer Systems Manager, this role acts as a key liaison between end-users, divisional stakeholders, enterprise technology teams, and external vendors to ensure the efficient operation and enhancement of the Channel Implementation systems portfolio. This role provides technical support, assists in system integrations, and contributes to the continuous improvement of CRM tools, workflows, and automation solutions that align with the divisional strategy and operational needs.YOUR ROLE IN THE GAMEReporting to the Director Channel Implementation, you will be empowered to:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Support the day-to-day administration of Customer Relationship Management (CRM) tools, including MS Dynamics Customer Engagement, MS Fabric and Power BI, ice IVR, Workforce Management, and Winline IVR, ensuring consistency and alignment with operational needs.</li><li class="leading-relaxed">Implement workflow changes, system configurations, and minor enhancements as directed by the Senior Manager.</li><li class="leading-relaxed">Provide technical support for Channel Implementation stakeholders, including participation in on-call rotations. Proactively troubleshoot issues, identify root causes, and ensure timely escalation of complex cases to the Senior Manager or Enterprise IT when required.</li><li class="leading-relaxed">Seek opportunities to continuously improve Power Automate workflows, Power BI reports, and Power Apps solutions to optimize system functionality. Actively monitor application performance and system resource usage, ensuring stability and scalability.</li><li class="leading-relaxed">Administer role-based access, ensuring users have appropriate system permissions under governance guidelines.</li><li class="leading-relaxed">Collaborate with internal teams and vendors to support the integration of CRM with other platforms (ice, Calabrio, Qualtrics, etc.).</li><li class="leading-relaxed">Maintain records of system configurations, troubleshooting guides, and process improvements.</li><li class="leading-relaxed">Assess and execute change requests in alignment with procurement and IT governance policies. Proactively prepare and distribute clear communications to internal stakeholders regarding upcoming system outages, enhancements, or upgrades to ensure awareness and minimize disruption.</li><li class="leading-relaxed">Identify opportunities to optimize system performance, user experience, and overall efficiency.</li></ul>WHAT YOU NEED TO PLAYWork Experience: ​5+ years of system administration experience collaborating with Contact Centre systems and technologies (e.g., MS Dynamics, ice, Calabrio); experience supporting and maintaining systems with multiple integration points; demonstrated ability to manage sensitive operational and employee data with discretion and confidentiality; experience collaborating with cross-functional teams to troubleshoot, optimize, and enhance systems; background in business and system process improvement is an asset.Knowledge & Education: ​University degree or college diploma in Information Technology or a related field; familiarity with MS Dynamics CRM administration or other CRM platforms (e.g., Salesforce); knowledge of the Microsoft Power Platform, including Power Automate, Dataverse, Power BI, and Power Virtual Agents; understanding of SDLC and project management principles; development knowledge in SQL, .NET, C#, JavaScript, HTML, CSS, and API development; fundamental understanding of cloud infrastructure and its role in enterprise applications; exposure to gaming, entertainment, or other customer-focused industries is an asset; technical understanding of Contact Centre systems and CRM technologies, including:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">​Core customizations and business process flows</li><li class="leading-relaxed">Solutions management (Managed vs. Unmanaged, deployment strategies)</li><li class="leading-relaxed">Administration portals and environment management</li><li class="leading-relaxed">User roles, security models, and access management</li><li class="leading-relaxed">Process automation and workflow development</li><li class="leading-relaxed">​Data management and Dataverse analytics</li></ul>Critical Skills: ​Technical problem-solving and system design expertise; effective communication and people skills to engage with both technical and non-technical stakeholders; analytical and conceptual thinking to support process optimization; ability to manage complex stakeholder relationships across different business units; strong negotiation and influencing skills when collaborating with internal teams and external vendors; critical thinking and strategic decision-making in system support and enhancements; research skills to investigate emerging CRM technologies and best practices.Collaboration & Fun: inclusive and collaborative work style while creating fun and excitement in our workIntegrity and Trust: do what's right and operate with transparency and opennessLicenses, Registrations, Certificates: ​This role may require a Category 1 or Category 2 Gaming Assistant Registration (License) from our regulator, the Alcohol and Gaming Commission of Ontario (AGCO). If required, employment is conditional upon obtaining and maintaining this registration (license), which will be initiated at the offer stage.PERKS OF JOINING OUR TEAM<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Part of a Bigger Picture: socially responsible company that gives back all its profits to the province and people of Ontario</li><li class="leading-relaxed">Flexible Work Environment: to help balance both work and life</li><li class="leading-relaxed">Freedom to Innovate: supports new and better ways to be successful</li><li class="leading-relaxed">Be your Authentic Self: environment that values diversity as a source of strength</li><li class="leading-relaxed">Learning Galore: 24-7 access to robust online learning programs</li><li class="leading-relaxed">Public Service Pension Plan: participate in a major defined benefit pension plan sponsored by the Government of Ontario</li><li class="leading-relaxed">Variable Pay Program: performance-based incentives to share in our success (Permanent OLG Employees Only)</li></ul>Learn about OLG – GAME ON!OLG’s purpose is to contribute to a better Ontario by delivering great entertainment experiences for our customers. We are a multi-billion-dollar organization with a wide array of business lines including, lottery, land-based casinos, digital lottery and casino, horseracing, and charitable gaming. OLG is amidst a massive transformation focusing on being customer obsessed and bringing our digital business to a whole new level.The key to our success is our people. Our culture will be grounded in true, positive partnerships that embrace trust, clarity, and openness in all that we do. We are supporting and empowering employees and teams across the organization through greater accountability, leadership development and growth opportunities. OLG is embracing more flexible work options and family friendly work practices including hybrid work.Equity, diversity, and inclusion are essential elements of our culture and cornerstones of the Five Truths that OLGers Live by. At OLG, our employees have the space to be themselves and use their perspectives and skills to benefit the people and the Province of Ontario.While we are re-shaping and growing our business, we are unwavering when it comes to living our purpose, and ensuring our business delivers meaningful benefits for the people of Ontario. OLG’s net profits are reinvested back into the province, contributing to the quality of life for Ontarians.To learn more about OLG go to our website at <a href="http://www.olg.ca/" target="_blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">www.olg.ca</a>We thank you for your interest in this opportunity; however only those individuals selected for an interview will be contacted.#LI-OnsitePersonal information is collected by the Ontario Lottery & Gaming Corporation (OLG) and/or its third party service provider(s) under the authority of the Ontario Lottery and Gaming Corporation Act, 1999, SO 1999, c 12, Sch L and the Employment Standards Act, 2000, S.O. 2000, c. 41 (as amended) and will be used for the purpose of determining qualifications for employment with OLG and for recruitment modernization initiatives. The information will be managed in accordance with all applicable laws, OLG’s Protection of Privacy Policy (the Policy) and related policies and procedures. For any questions about this collection, please contact <a href="mailto:careers@olg.ca" target="blank" rel="noopener noreferrer" class="text-blue-600 hover:text-blue-800 hover:underline transition-colors duration-200">careers@olg.ca</a>, 800-70 Foster Drive, Sault Ste. Marie, ON, P6A 6V2._

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CRB Workforce is seeking a Service Desk Analyst for a contract remote position in the USA. The role involves serving as the first point of contact for IT requests, providing technical support, documenting activities, and resolving basic to moderate technical issues. Candidates should have a minimum of 2 years in customer service and 1 year in technical support, with proficiency in Microsoft Office and collaboration tools. Strong communication skills and an Associate's degree or equivalent are essential.

CRB Workforce provides Permanent Recruitment, Executive Search, and Consulting/Contracting Services across multiple industries.

Lead Call Center Systems Administrator

SLED Account Manager

We are currently looking for a Service Desk Analyst (Contract). We have 1 open position. Please apply and we can discuss! Location: Remote, USA Salary: $18–$20/hr Benefits: Yes (provided) Type: Contract Funding Round: N/A Sponsorship: N/A Most Important (Key Experience): * Minimum of 2 years in a customer service role. * Minimum of 1 year providing technical support or equivalent experience. * Experience with Service Desk or Call Center environments preferred. * Proficiency in Microsoft Office applications and familiarity with collaboration tools (Zoom, Teams). * Knowledge of operating systems, networking, and higher education applications (LMS, SIS, ERP) preferred. Qualifications: * Associate’s degree in technology or related field, or equivalent combination of education and experience. * CompTIA certification or equivalent highly desirable. * Strong written and verbal communication skills. * Flexible availability, including potential after-hours/on-call support. * Self-motivated, detail-oriented, able to work effectively in a remote team. * Ability to multi-task, prioritize workflow, and contribute to process improvement. Responsibilities: * Serve as the first point of contact for all IT-related requests via phone or ticketing system. * Respond promptly to inquiries, maintaining high customer service aligned with University values. * Document troubleshooting activities and updates in the centralized ticketing system. * Provide initial triage of service requests and escalate as appropriate. * Diagnose, test, and resolve basic to moderate technical issues remotely. * Assist users with Microsoft applications, operating systems, browser-based apps, SIS, Workday, Salesforce, cloud telephony, collaboration tools, and remote desktop agents. * Keep users informed of incident and service request status per service level targets. * Ensure accurate ticket assignment, documentation, and resolution tracking. * Other duties as assigned. If the above seems like a fit, then apply!! CRB Workforce, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. #LI-Remote #LI-DF

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Customer Systems Manager

Senior Retail Compliance Specialist

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