Senior CRM Analyst - MS Dynamics

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.

We are looking for a Senior CRM Analyst - MS Dynamics to join our IT team in Mississauga or Laval.

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.

$70,000.00 to $90,000.00 a year

• 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.
• Apply development skills (plugins, custom workflows, Power Automate/Power Platform, JavaScript/C#) to extend CRM capability where configuration alone is not sufficient.
• 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.

• 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)
• Basic to intermediate development skills (JavaScript, C#, Power Platform/Power Automate, plugins)
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Familiarity with ticketing and project management tools (e.g., JIRA, Service Now) Industry experience (Heavy Machinery / Construction Equipment Dealership) is preferred
• Str…