CRM Business and Configuration Analyst

Requisition ID:
Department: Finance and Corporate Services Dept.  
Service: Information Technology Services  
Branch: Applications Management Branch 
Employment Type: 1 or more Full-time Temporary - Up to 1 year 
Work Hours: 35.00 hours per week
Affiliation: CIPP 
Salary Information: $85, $104, annually (2025 rates of pay)
Location: 100 Constellation, Nepean  
City: Ottawa, ON 
Job Category: Information Technology 
Application Close: 13/11/2025

*Applications received will be used to staff current and on-going requirements for up to 12 months.

The mandate of Information Technology Services is to create business value by providing innovative and strategic technology solutions for the business operations of the City of Ottawa.
You are responsible for: providing business expertise* to an assigned client portfolio regarding the City's SAPR3 application, Enterprise GIS or other business application; analyzing and defining integrated business processes; configuring the relevant application to support those processes; and maintaining the functionality of the application.
*CRM Business and Configuration Analyst will play a critical role in designing, configuring, and optimizing Microsoft Dynamics 365 (D365) solutions. This position serves as a vital link between business requirements and technical capabilities, ensuring that CRM systems are effectively aligned with the organization's overall objectives.

•    Collaborate with stakeholders to gather and document CRM requirements.

•    Configure and customize D365 modules to meet business needs.

•    Analyze business processes and recommend CRM improvements.

•    Support testing, training, and deployment activities.

•    Ensure data integrity, system usability, and compliance with standards.

Completion of 3 year post-secondary education in business administration or related discipline, or a field that is relevant to the job.

Minimum of 5 years of experience; experience using an Enterprise Resource Planning (ERP) application or Enterprise GIS application in a municipal environment is preferred.  

• ERP or Enterprise GIS application and configuration tools
• System methodologies including requirements definition, functional design, implementation
• Project management methodologies
• Quality assurance procedures
• Business analysis practices and techniques, and report writing techniques
• Application administration

• Strong analytical skills
• Problem solving
• Work well in a team environment
• Exercise independent judgment, and work effectively with minimal supervision
• Communicate effectively with end users, verbal and written
• Estimate work and keep within tight timeframes
• Proficiency in spreadsheet, graphics, word processing and data retrieval applications
• Strong client service focus
• Ability to deal with multiple demands
• Flexibility

WHAT YOU NEED TO KNOW

• Language Requirement: English oral, reading, writing       
• Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements. 
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available. 

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted. 

The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions. 
Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.

The City of Ottawa provides accommodation to applicants during all parts of the hiring process, upon request. If contacted to proceed to the selection process, please advise us if you require any accommodation.

Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at extension 12211 or via email at esc-