CRM Business Analyst

3 weeks ago

Edmonton, Canada NAIT Full time

**Please Note: This is a temporary position ending on or before June 30, 2026, with the possibility of extension.**

NAIT’s Department of Advancement & Alumni Relations is seeking to fill the role of a CRM Business Analyst (BA) to support a long-term strategic plan of digital transformation and process improvement.

The BA is a business solutions professional reporting directly to the Sr Manager, Salesforce CRM & Data Analytics. This position is expected to have knowledge and experience in the Salesforce CRM and will play a role in digital transformation, collaborating directly with key stakeholders in Advancement and across NAIT to collect, clarify and translate business requirements into conceptual design and documentation from which solutions are developed. Solutions may include new or upgraded technology and re-engineered business processes.

The BA combines thorough analysis, requirements gathering, assessment skills and stakeholder communication skills, with an understanding of departmental operations to architect, implement, and deploy integrated leading-edge business and information technology solutions. This work can be complex and requires analytical thinking and frequent interaction with clients across Advancement and other business units across NAIT. This role will lead conversations around digital and business transformation and must have strong skills in communication, collaboration, problem solving, process mapping and listening. The BA must be able to deconstruct difficult concepts and explain them to non-technical users and must be able to facilitate conversations to draw out current state processes.

Building business relationships is critical to the success of this role. This role requires strong communication skills and requires tact, patience and diplomacy while demonstrating a high level of enthusiasm and commitment to projects and business goals.

**Key Responsibilities**:

- Engage with stakeholders to document current state processes, gather business requirements, and write user stories.
- Develop acceptance criteria, business process maps, and test scripts.
- Validate that the given solution satisfies the original goals and specifications. This includes performing testing, helping with user acceptability testing (UAT), and ensuring the solution fits the business demands.
- Maintain documentation of system configuration, design decisions, and business processes.
- Assist users with training, answer queries, and provide post-implementation support to ensure smooth adoption.
- Assist stakeholders in visualizing how processes, systems, and data will function using business analysis tools, including process maps, data models, and wireframes.
- Contribute to change management strategies and processes by assisting with the transfer to new procedures. This includes developing training materials, holding training sessions, offering user support, as well as updating and maintaining new procedures.
- Partner with Finance to lead and support gift management within the CRM.
- Partner with external teams for reporting and data analysis.
- Ensuring accurate records and data quality management.
- Monitor Salesforce updates and industry-leading practices to proactively suggest potential improvements.

**Skills & Abilities**:

- Proficiency with Salesforce Service or Sales Cloud.
- Strong analytical and problem-solving skills.
- Advanced communication skills.
- Excellent documentation skills.
- Fundamental analytical and conceptual thinking skills.
- Experience creating detailed reports and giving presentations.
- Proficiency with business process mapping software (Visio, Smart Draw, Lucid Chart, etc.) preferred.
- Knowledge of database management systems.
- Familiarity with Agile and Scrum methodologies.
- Familiarity with non-profit fundraising and gift management is an asset.

**Qualifications**:

- Post-secondary education, diploma or degree, in a related field combined with experience working with business process systems preferably in a post-secondary environment.
- A minimum of 3 years of experience as a business analyst, with at least 1 year specializing in Salesforce.
- Business Analyst certification is an asset.
- Experience in financial operations and/or data analytics an asset
- Bachelor's degree or diploma in Computing Science, Information Technology, or related field (or equivalent work experience).
- Salesforce Administrator certification is an asset.
- An equivalent combination of education and experience may be considered.

Applicants with education credentials earned outside of Canada should have their credentials evaluated by World Education Services or the International Qualifications Assessment Service (IQAS).

**Remuneration**: $60,656.96 - $81,200.34 annually, plus a comprehensive benefits package. (Classification - Process Analyst I).
- This position is covered by the Alberta Union of Provincial Employees (AUPE) Collective Agreement._

**Please submit a resume and cover let

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