Business Analyst, CRM

3 weeks ago

Montréal, Canada Concordia University Full time

**Position Number**: 50013420 / C5670
**Department**: Communications and Publications
**Grade**: GR12
**Campus**: Sir George Williams (Downtown)

**Salary**: $76,468.50 - $91,341.36 per annum
**Union**: CUPEU

**Posting deadline**: January 20, 2023

Recognized as Canada’s top university under the age of 50, and one of Montreal’s top Employers, Concordia University is the place to be if you are looking to grow, contribute and innovate in a dynamic and multicultural environment.

Be part of a community that addresses society’s big challenges, supports your personal and professional growth, and makes a real impact in building a more sustainable world.

As a member of our community, you will have access to comprehensive benefits, a defined pension plan and numerous on site well-being facilities such as a state of the art gym and health clinic as well as a variety of educational and cultural opportunities.

**SCOPE**
Reporting to the Director, Student Recruitment, the incumbent acts as the strategic link between the Office of Student Recruitment and its university partners in the design and implementation of solutions to manage the functions within the Customer Relationship Management system. In collaboration with IITS, the incumbent will oversee the continuous enhancement of information systems with the objective of optimizing business processes and ensuring data integrity and a positive end user experience.

**PRIMARY RESPONSIBILITIES**
- Analyze unit needs; elicit, validate and document business requirements, translate business requirements into a conceptual system design; implement the designed solutions with stakeholders.
- Provide detailed functional specifications and technical requirements pertaining to development efforts; work closely with IITS to coordinate, review and support the development and rollout of new features to recruitment staff.
- Create and maintain business process maps related to new processes/features or changes to existing features/processes.
- Analyze user reported systems issues and work closely with IITS to identify, test and deliver solutions to problems
- Develop and maintain robust testing plans and participate in all phases of testing (unit, scenario, user acceptance, regression) during CRM upgrades and feature deployment, including coordination of the user acceptance testing and sign-off processes
- Work closely with recruitment staff to analyze new features and functionalities when vendor released packages are available, recommend a deployment plan to ensure it is in line with the objectives set forward by the IITS governance structure.
- Identify impacts to documentation and training pertaining to system upgrades and improvements; perform knowledge transfer and provide support as well as high-level initial training on new features implemented in the CRM; provide training and documentation on niche business processes.
- Analyze and assess requests for queries from recruitment staff, clarify user requirements and provide feedback on feasibility and any necessary amendments; build, test and deploy queries for approved requests.

**REQUIREMENTS**
- Bachelor’s degree in a pertinent field and two to four years of related work experience.
- Knowledge of Microsoft Dynamics 365, PeopleSoft Campus Solutions environment, and applied experience with the solution in a production environment.
- Knowledge of Microsoft Dynamics 365 Certifications such as MB-200 Microsoft Power Platform + Dynamics Core, MB-210 Microsoft Dynamics 365 Sales, MB-230 Microsoft Dynamics 365 Customer Service, and MB-901 or MB-910 Microsoft Dynamics Fundamentals, are assets.
- Good knowledge (Level 4) of spoken and written English in order to provide complex information, clear explanations and documentation to end-users. Basic knowledge (Level 3) of spoken French to provide general information and to respond to inquiries.
- Advanced knowledge of Microsoft Excel for data analysis; good knowledge (Intermediate level) of Word for documentation creation and maintenance; good knowledge (Intermediate level) of Microsoft Visio for process mapping.
- Business process modeling experience.
- Strong analytical and documentation skills.
- Knowledge of Concordia University’s information systems architecture, organizational structure, and policies.
- Excellent organizational skills to organize work effectively and set work priorities under time constraints.
- Aptitude to work in a service-oriented environment as both member of a team and independently.
- Excellent interpersonal and communication skills; able to articulate complex issues clearly.

Concordia University is an English-language institution of higher learning at which the primary language of instruction and research is English. Since this position supports academic and administrative functions of the university, proficiency in English and French, as indicated, is required.

**Territorial Acknowledgement**
Concordia University is located on unceded Indigenou

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