Senior Application Analyst, CRM

2 weeks ago

Old Toronto, Canada EQ Bank | Equitable Bank Full time

Purpose of Job

Equitable is transforming into a hybrid-agile delivery methodology with cross-functional Pods dedicated to launching new products, features, and ongoing business value for portfolios. The Senior CRM Application Analyst is an exciting role at Equitable, which is accountable for the build and delivery of CRM solutions. This person will be responsible for establishing a deep understanding of the business and technical setup of the current solutions, as well as defining and building new features and capabilities on the platform. The Senior CRM Application Analyst will assist our delivery teams to ensure that the solution is cohesive and meets the intended business value.

The Senior CRM Application Analyst will work closely with business units, Delivery Leads, Product Managers and Project Managers to assess business requests and provide optimal technology solutions to address the intended business outcome. The incumbent will document process and system flows, and work with the delivery teams as well as application support to ensure the approach to delivery will introduce no additional risk to projects. The Senior CRM 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 Senior CRM Application Analyst will be a core member within a cross-functional Pod and will work with stakeholders across Product Management and multiple technology teams and suppliers.


Primary Responsibilities
  • In collaboration with the cross-functional Pod, BA and external supplier, 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 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 leverage various Dynamics 365 services. Support cross-functional Pod collaboration to create acceptance criteria and testing artifacts, and story point estimation (where applicable).
  • 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.
  • Conduct training sessions and recommend best practices for end users to maximize their understanding and use of Power platform suite in an efficient way.
  • Deliver high quality business and software solutions & services to all Business units ensuring the implementation of best practices based on Microsoft Dynamics standards and supported configuration/ customizations.
  • Ensure completeness in meeting business requirements and take accountability for project deliverables including and not limited to project documentation, solution design, performance, reliability, testing features etc.
  • Keep abreast of CRM trends, technologies, and best practices, implementing innovations for optimization of current business processes.
  • Support the implementation of various Dynamics 365 projects ensuring successful deployment within the agreed deployments.
  • Build and maintain effective and collaborative working relationships with key stakeholders to understand needs and provide recommendations on Dynamics 365 Apps, and PowerApps solutions, and mitigate potential issues and challenges.
  • Stay updated on all the available Microsoft Power Platform AI capabilities like Co-Pilot etc and make recommendations to Business units.
  • Identify next steps, produce action plans, KPIs and execute on those plans while holding the team accountable through measured performance.
Knowledge/Skill Requirements
  • The Senior CRM Application Analyst position requires the following knowledge and skill requirements:
  • 5 or more years of experience in delivering technology projects in a technical role participating in full lifecycle project implementations.
  • Experience working in a highly collaborative and customer-centric environment.
  • Experience building CRM solutions.
  • Understanding of agile Software Development Life Cycle concepts.
  • Hands-on experience with Microsoft Dynamics 365 (Sales, Marketing, and Customer Service) developing workflows, process flows, actions and views, customizations, defining users and permissions, configuration and writing scripts is an asset.
  • Data migration using various tools e.g. xrmtoolbox, kingswaysoft.
  • Knowledge of HTML, CSS, JavaScript, and/or JQuery for coding.
  • Ability to write plugins and custom workflows would be an asset.
Job Complexities / Thinking Challenges:
  • The Senior CRM 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 Analyst will create the target state architectures and implementation plans.
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