Dynamics 365 CRM Functional Analyst | Hybrid

Our client is a national equipment sales and service organization with branches from Atlantic Canada through to British Columbia. The Canadian business was built by bringing two long established regional companies under one brand, and the technology side is now catching up to that. Dynamics 365 has already been rolled out across the eastern operation, and the next phase is a major upgrade that closes the gaps between how the East and the West actually run, so the western branches can be migrated onto the same platform.

They are hiring a functional CRM specialist to own that work. The internal posting carries a Business Analyst title, but the job is closer to a Dynamics functional analyst or a senior CRM administrator. This is not a development role. You will not be writing code. You will be shaping workflows, permission sets, entities, dashboards and reporting so the system supports how the business sells and quotes, and you will be the person who translates a business complaint into a defined change with a requirement, a test plan and a sign off.

The person who does well here is senior enough to hold their own with business stakeholders and with the software vendor, and comfortable being the most experienced CRM person in the room. Dynamics sits inside a vendor managed suite that is deeply integrated with the ERP and the BI layer, which means a share of the configuration has to be negotiated and coordinated with the vendor rather than built directly.

Someone who only wants full admin access and free rein will be frustrated. Someone who knows how to get things done through other people and other teams will do very well.

If you're interested, please send your updated resume to

Advantages
Real ownership from day one, with a CRM roadmap already funded and approved rather than something you have to campaign for. You will be the senior CRM voice in the organization, supported by a junior analyst locally and one more team member overseas, with room to grow as the function grows. Hybrid at three days on site, a stable business with a long history in Canada, and direct exposure to sales leadership rather than being buried under layers of IT.

Responsibilities
Lead the functional side of a major CRM upgrade that aligns the eastern and western operations on one platform, working through roughly eight to ten significant process gaps before the western migration begins.
Gather requirements from sales, service and management stakeholders across the country, and turn them into clear, documented changes that can be built, tested and signed off.
Configure the platform within the access you have, covering workflows, permission sets, field and list changes, forms, dashboards and reports.
Coordinate with the software vendor on anything that sits outside your direct access, pushing items forward and holding the vendor to timelines rather than waiting on them.
Build the dashboards and call to action reports that move the CRM from a data entry tool to something management and sales actually run the business on, and keep iterating on them as adoption grows.
Support and improve the Configure Price Quote module, which the field sales team depends on to build quotes, and understand that the sales team and the reporting audience are two different user groups with two different sets of needs.
Run the smaller change requests end to end, the two and three day items that sit outside the formally managed projects, keeping a simple view of tasks, owners, timelines and weekly status so your manager always knows where things stand.
Apply proper service discipline by separating incidents from service requests from changes, and by routing larger asks into the release backlog instead of absorbing them silently.
Support and mentor a junior team member, and act as the day to day point of reference for CRM questions across the business.

Qualifications
Fully bilingual in French and English. This is a firm requirement, not a nice to have, because a large part of the user base works in French and will not raise issues if they cannot do it comfortably in their own language.
Around seven to ten years of overall professional experience, with at least four to five of the most recent years spent hands on in Microsoft Dynamics CRM or Dynamics 365. Experience that stops several years back will not transfer well, since the platform has changed substantially.
Genuine implementation experience, not only support or operations. You should have lived through requirements gathering, build,…