Senior CRM Analyst - MS Dynamics

Grupo NORS; Laval (administrative region); On-site; CAD 70,000 - 90,000; Full time

Benefits offered by this job

Disability accommodation

Equal opportunity employer

Job summary

Nors Canada is seeking a Senior CRM Analyst - MS Dynamics to lead the MS Dynamics CRM platform for a mid-to-large user base in Canada, including 50+ users. You will resolve CRM tickets, own change requests, and drive report/dashboard development, collaborating with business stakeholders to enhance the CRM and grow into an IT Application Owner role.

The role requires strong configuration skills, some development experience, and the ability to work across IT and business units in a bilingual

Qualifications

• Bachelor’s degree in computer science, Information Systems, or related field is a plus.
• 4–6 years of IT support, CRM administration, or business/functional analyst roles with strong MS Dynamics CRM skills.

Responsibilities

• Provide hands-on functional support for the MS Dynamics CRM solution, triaging and resolving tickets within SLAs.
• Own Change Requests or mini projects from scoping to deployment.
• Configure MS Dynamics CRM entities, forms, views, workflows, and security roles to meet business needs.
• Design, build, and maintain CRM reports and dashboards for stakeholders.
• Gather requirements with business users and IT to create scalable CRM solutions.
• Maintain CRM master data to ensure a single source of truth for customer and sales data.
• Support UAT and deployments of CRM releases and updates.
• Contribute to CRM upgrades and versioning with IT and business units.

Skills

Strong analytical skills

Problem-solving

Verbal and written communication

Bilingual English & French

MS Dynamics CRM proficiency

Power BI experience

Office 365 proficiency

JIRA/ServiceNow familiarity

Ability to work in cross-functional 팀

Education

Bachelor’s degree in computer science/Information Systems

Tools

MS Dynamics CRM (Dynamics 365 CE)

Power BI

JIRA

ServiceNow

ERP integrations

Job description

Select how often (in days) to receive an alert:

Company: Nors

With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas.
Every day, we strive to meet market needs with excellent solutions, equipment, and services — and we believe we have the best talent to deliver on those expectations.
Ready to take the next step in your career?
Your new opportunity might be right here.
We are looking for aSenior CRM Analyst - MS Dynamics to join our IT team in Mississauga or Laval.

What's the challenge?

What do we expect from you?

What will you find here?

SUMMARY:

The Senior CRM Analyst - MS Dynamics serves as the functional expert and hands-on owner of the MS Dynamics CRM platform for Nors Canada, combining strong configuration skills with some development experience to support an implementation across a mid to large user base (50+ users). In this role, you will resolve reported CRM tickets, own issues that require a Change Request or mini-project, and lead a significant Report and Dashboard development workstream. You will collaborate with business stakeholders across the organization to gather requirements, maintain CRM master data, and continuously improve the solution, with a clear path to grow into an IT Application Owner. The CRM is an integrated part of the e-Emphasys ERP and DMS solution implemented in the group to support the operations in Canada.

Expected Salary range (gross/annual)

$70,000.00 to $90,000.00 a year

DUTIES AND RESPONSIBILITIES:

• Provide hands-on functional support for the MS Dynamics CRM solution, triaging and resolving
  reported tickets within agreed service levels.


• Own issues that require a Change Request or mini project, from scoping and requirements
  gathering through configuration, testing and deployment.


• Configure the CRM solution (entities, forms, views, business process flows, workflows, business
  rules, security roles) to meet evolving business needs.


• Design, build and maintain CRM reports and dashboards for business stakeholders across the
  organization.


• Partner with business users and IT to gather requirements and translate them into scalable
  CRM solutions.


• Identify data quality issues and perform regular updates to CRM master data to maintain a
  “single source of truth” for customer and sales data.


• Participate in user acceptance testing (UAT) and provide support during the rollout of new CRM
  releases and updates.


• Participate in the functional side of CRM versioning; partner with IT and business units to plan,
  test and execute upgrades.


• Document configuration changes and maintain a change log in line with IT change
  management practices.


• Support data quality, integrations and interfaces between the CRM and other systems (e.g.,
  ERP, Power BI).


• Progressively take on broader ownership of the CRM platform, building toward an IT
  Application Owner role.


• Performs other duties as assigned.

CORE COMPETENCIES:

• Strong analytical and problem-solving skills


• Excellent verbal and written communication skills


• Ability to work collaboratively in a team environment


• Must be conversant in both English and French. This is a bi-lingual role


• Configuration of MS Dynamics CRM (entities, forms, views, workflows, business
  process flows, security roles)


• Development of CRM reports and dashboards (Power BI and/or native Dynamics
  CRM reporting)


• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)


• Familiarity with ticketing and project management tools (e.g., JIRA, ServiceNow)
  Industry experience (Heavy Machinery / Construction Equipment Dealership) is
  preferred


• Strong attention to detail and a commitment to delivering high‑quality work


• Ability to adapt to changing priorities and thrive in a fast‑paced environment


• Proactive attitude with a willingness to learn and develop new skills


• Strong interpersonal skills and the ability to build relationships across
  departments


• Ability to translate “Business Speak” into technical configuration and vice‑versa

EDUCATION/TRAINING:

• Bachelor’s degree in computer science, Information Systems, or a related field is a plus


• 4-6 years of experience in IT support, CRM administration, or business/functional analyst roles, with strong functional and configuration skills in MS Dynamics CRM (Dynamics 365 Customer Engagement) and experience implementing or supporting the solution in a mid to large organization (50+ users).

PARTICULAR CONDITIONS:

• Occasional need to support and participate in releases, deployments, incidents and after hours
  on‑call support

HEALTH AND SAFETY

It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies

Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.

Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.