Senior CRM Analyst - MS Dynamics

Grupo NORS; Mississauga; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

Nors Canada is seeking a Senior CRM Analyst - MS Dynamics to lead and own the Dynamics CRM platform for a Canada-wide user base. You will resolve CRM tickets, drive changes, and guide report/dashboard development with cross‑functional stakeholders.

You will collaborate with IT and business teams to gather requirements, maintain data quality, and support CRM upgrades, with growth toward IT Application Owner.

Qualifications

• Bachelor’s degree in computer science, information systems, or related field.
• 4–6 years of IT support, CRM administration, or business/functional analyst roles.
• Strong functional/configuration skills in MS Dynamics CRM (Dynamics 365 Customer Engagement).
• Experience implementing or supporting Dynamics CRM in a mid-to-large organization (50+ users).

Responsibilities

• Provide hands-on functional support for the MS Dynamics CRM solution and triage tickets.
• Own Change Requests or mini projects from scoping to deployment.
• Configure CRM entities, forms, views, workflows, security roles to meet needs.
• Design and maintain CRM reports and dashboards for stakeholders.
• Collaborate with business users to gather requirements and translate to CRM solutions.
• Maintain CRM master data and ensure data quality.

Skills

MS Dynamics CRM

Power BI

JIRA / ServiceNow

Analytical thinking

Problem solving

Communication

Education

Bachelor's degree in Computer Science or Information Systems

Tools

MS Dynamics CRM

Power BI

JIRA

ServiceNow

Job description

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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.