Lead Application Analyst, CRM

3 months ago

Toronto Ontario, Ontario, Canada EQ Bank | Equitable Bank Full time
Purpose of Job:

Equitable has transformed into a hybrid-agile delivery methodology with cross-functional Pods dedicated to launching new products, features, and ongoing business value for portfolios. The Lead Application Analyst is an exciting new role at Equitable, which is accountable for the delivery of CRM solutions. The Lead Application Analyst will work and lead the development of Dynamics 365 CRM solutions for Business units across Equitable.

The Lead Application Analyst will work closely with business units, Delivery Leads, Product Owners and Project Managers to complete conceptual strategy engagements that will produce comprehensive business and technology options to address the proposed initiative. The incumbent will lead technical requirements analysis for ongoing projects and work with the delivery teams as well as application support team to ensure the approach to delivery will introduce no additional risk to projects. The Lead Application Analyst will be involved in all deliveries from strategic and regulatory level initiatives to maintenance and support ensuring that all changes being introduced will address the immediate business needs and ensure that other inflight initiatives are not impacted. The Lead Application Analyst will be a core member within a cross-functional Pod and will work with stakeholders across Product Management, Operations, Fraud, AML and multiple Technology teams and suppliers.

Primary Responsibilities

  • Provide technical support for workshops to document customer / user needs, process / system flows, and end to end requirements as detailed user stories.
  • Lead cross-functional Pod and external supplier support, design and implement Dynamics 365 CRM applications and solutions (Power Automate, Power Apps, Power BI, Dynamics 365, and SharePoint Online)
  • Document and present the high-level technical architecture and components of the business solution that meets business objectives and requirements identified by sponsors.
  • Design, implement and maintain key components of the solutions that leverages various Dynamics 365 services. Support cross-functional Pod to create acceptance criteria and testing artefacts, and story point estimation (where applicable)
  • Ensure that any new software integration into the systems meets functional requirements, system compliance, and interface specifications
  • Perform code review and enforces good coding practices
  • Coach and mentor development team by providing them support, leadership and sharing experiences
  • Lead technical meetings, facilitate discussions with business and technical stakeholders
  • Support ad hoc business and technical analysis requests to support main activities as required, such as API data maps
  • Support daily stand-ups and project velocity reporting as required (ex: pace of writing & approving detailed user stories)
  • Work with Quality Assurance team by providing input into the test strategy, test scenarios, test data requirements and supporting user validation
  • Communicate changes to the requirements effectively and on a timely basis to delivery leads, project managers and other necessary stakeholders

Knowledge/Skill Requirements

  • The Lead Application Analyst position requires the following knowledge and skill requirements:
  • 5 or more years of experience in delivering technology projects in a Lead Application Analyst capacity or related role participating on full lifecycle project implementations
  • Experience working in a highly collaborative and customer-centric environment
  • Experience building CRM solutions
  • Experience with various Dynamics 365 services and APIs
  • Hands-on experience with Microsoft Dynamics 365 (Sales, Marketing, Finance and Customer Service) developing workflows, process flows, actions and views, customizations, defining users and permissions, configuration and writing scripts
  • Data migration expeirence (KingswaySoft, automation with Azure Date Factory)
  • Experience implementing complex Dynamics Security model and best practices
  • Knowledge of .NET, C#, CSS, JavaScript and/ or JQuery for coding, JSON
  • Ability to write plugins and custom workflows

Job Complexities / Thinking Challenges:

  • The Lead Application Analyst will be required to conceptualize and think tactically within a technically complex environment, often relying on experiences to navigate ambiguous and high-level requests. The incumbent will be required to provide business and system expertise to the delivery teams in order to identify, analyze, build and test technology solutions. Together with Delivery Leads and Technology service teams, the Lead Application Analyst will create the target state architectures and implementation plans.

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