The Senior Systems Business Analyst plays a critical role in managing and optimizing Microsoft Dynamics 365 CE (CRM), ensuring seamless system integrations, supporting internal IT operations, and leading business process enhancements. This role requires a deep understanding of business systems, collaboration with cross-functional teams, and the ability to drive technical solutions that align with organizational goals.

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Key Responsibilities:

Systems Management & Technical Leadership

• Serve as the primary business and technical specialist for Microsoft Dynamics 365 CE (CRM).
• Maintain a 360-degree understanding of business processes and system integrations.
• Troubleshoot and resolve technical issues across key systems, including bug fixes, customizations, and vendor coordination.
• Lead the design and implementation of technical and customer support models that align with business needs.
• Provide Level 2 support for the National IT Service Desk and coordinate Level 3 escalations with vendors.
• Support other IT SMEs (Finance, Training, Web, Service Desk) as needed.

Business Process Review & Optimization

• Review and align existing business processes with system capabilities.
• Gather, analyze, and document business and system requirements.
• Design and implement new or updated business processes.
• Identify risks and impacts of process changes; develop mitigation plans.
• Lead development and execution of QA/UAT plans and provide user training during rollouts.

IT Projects & System Enhancements

• Collaborate with the Sr. Project Manager to plan and execute IT-related projects.
• Use standard project management methodologies to track and communicate project timelines, scope, and milestones.
• Coordinate feature releases and enhancements; ensure updates are shared via SharePoint Hub and National Service Desk.
• Evaluate new tools and methodologies that could improve operational delivery.

Collaboration & Cross-functional Support

• Build and lead cross-functional workgroups for decision-making and consensus-building.
• Foster strong relationships with stakeholders to support business initiatives.
• Communicate effectively with diverse audiences using clear, accessible language.
• Demonstrate a high level of emotional intelligence (EQ) when navigating complex conversations or change management.

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Qualifications:

Required:

• 5+ years of experience as a Systems Business Analyst, with hands-on experience in Microsoft Dynamics 365 CE (CRM).
• Strong knowledge of Microsoft enterprise applications and integration tools such as Power Automate and Scribe.
• Experience working with APIs, Office 365, Visio, Project, Visual Studio, ERD, and mock-up tools.
• Proficiency with XRM Toolbox, language translations, and SSRS reporting using FetchXML.
• Familiarity with D365 dashboards, Power BI, and a growing understanding of Microsoft Fabric.
• Strong documentation, business process analysis, and change management skills.
• High proficiency in training and coaching end users and SMEs.
• Able to manage multiple projects in a remote work environment with excellent time management skills.
• Exceptional communication, facilitation, and stakeholder engagement abilities.

Preferred Assets:

• Bilingual (English & French)
• PMP Certification or Project Management experience
• Operations management experience
• SQL and/or experience with languages like Python
• Experience leading remote or distributed teams
• Background with CRM, ERP, LMS, or reporting systems

We’re an equal opportunity employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.