Senior Administrator & Business Analyst - Salesforce

RBC; Toronto; On-site; CAD 70,000 - 90,000; Full time

Job summary

A major financial institution in Toronto is seeking a CRM Advisor skilled in Salesforce administration to support its transformative CRM program. The role involves user management, incident analysis, and collaboration across teams to ensure efficient operations. Applicants should possess a degree and have significant experience with Salesforce and Agile methodologies. This full-time position offers competitive compensation and benefits, along with opportunities for professional development.

Benefits

Comprehensive total rewards program

Flexible work/life balance options

Professional development opportunities

Qualifications

• 5+ years of experience as a business analyst supporting large-scale CRM implementations.
• Minimum 3 years’ work experience in Salesforce FSC implementation.
• Minimum 2 years’ work experience with JIRA and ServiceNow.

Responsibilities

• Assist with user management for Salesforce access.
• Analyze end user queries and support requirements.
• Collaborate with team members for incident prioritization.

Skills

Salesforce expertise

Business analysis

Agile methodologies

User relationship building

Education

Bachelor’s or master’s degree

Tools

Salesforce FSC

JIRA

ServiceNow

Microsoft Office 365

Job description

Job Description

CRM Advisor Platform will leverage Salesforce.com Financial Services Cloud (FSC) to enable over 32,000 employees to provide a best‑in‑class service to over 14 million clients. It will be the primary Advisor platform for sales and service interactions in Retail, Business Financial Services (BFS/CFS/CCG/RBCx), Group Solutions, Private Banking, Advice Centre, and Operations. The vision of the implementation is to create a single platform that will provide advisors a 360 view of our clients as well as a single point of integration to applications and insights to allow them to be on our client’s path and to be more effective and efficient in their day‑to‑day activities. As part of the program, this role will be in the Platform Execution, Delivery and Support team with responsibility for supporting end users and admin capabilities required as part of this transformational program using Salesforce.com application across P&CB. This role requires delivery and support of the CRM roadmap including a focus on all dependencies across P&CB, T&O for the implementation of the initiative.

What will you do?

• Assist with user management to facilitate Salesforce access and review user licenses on a day‑to‑day basis to support all lines of business who are using Client360.
• Analyze end user queries and support requirements by creating JIRA stories and use cases/requirements for validation and feasibility.
• Collaborate closely with other team members and departments to prioritize incidents and perform release PIVs and execute all levels of testing (system, integration, and regression) if required.
• Perform configuration changes in the system to support BAU activities and implement enhancements in lower environment to support Squad.
• Follow up with stakeholders on needs and requirements, manage COE inbox and address user issues in a timely manner.
• Support Salesforce queue routing, campaign management and assist leaders with reporting and dashboards.
• Support release management and PIV.

What do you need to succeed?

Must have:

• Bachelor’s or master’s degree, with 5+ years of experience as a business analyst supporting large‑scale CRM implementations.
• Minimum 3 years’ work experience in Salesforce FSC implementation, preferably in the financial industry, as a Salesforce administrator.
• Minimum 2 years’ work experience with JIRA and ServiceNow.
• Excellent knowledge of Microsoft Office 365 apps and hands‑on experience dealing with large data files.
• Strong knowledge and experience with Agile best practices and Scrum methodologies.
• Ability to work in a fast‑paced environment with minimal supervision and proven people skills, building strong relationships and proactively connecting with colleagues and stakeholders.

Nice‑to‑have:

• Prior work experience in data migration and integrations in large‑scale implementations.
• Prior work experience in preparing user training and learning modules.
• Prior work experience with MURAL.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive total rewards program including bonuses, flexible benefits, competitive compensation, commissions, and stock where applicable.
• Leaders who support your development through coaching and managing opportunities.
• Flexible work/life balance options.
• Opportunities to do challenging work.
• Opportunities to take on progressively greater accountabilities.

Additional Information

Post date: 2026‑01‑26
Application deadline: 2026‑02‑09 (applications accepted until the day prior to the deadline at 11:59 PM).

RBC WATERPARK PLACE, 88 QUEENS QUAY W, TORONTO, ON, Canada
Full‑time, 37.5 hours per week, salaried.

Equal Opportunity Statement

At RBC, we believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps bring our purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging, and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.