CRM Technical Business Analyst

Job Title: CRM Technical Business Analyst

Location: Toronto, ON;
Vancouver, BC;
Ottawa, ON;
Calgary, AB;
Halifax, NS;
St. John’s, NL;
Kelowna, BC;
Prince George, BC;
Victoria, BC (Hybrid Work Model)

Salary Band: $65,000 - $75,000 CAD

The Canadian Cancer Society is seeking a CRM Technical Business Analyst to support its Salesforce ecosystem by gathering and translating business needs into clear technical requirements, ensuring successful delivery, enhancement, and ongoing stability of CRM solutions. The role partners closely with product owners, stakeholders, and technical teams to design scalable, compliant, and user‑focused solutions across Salesforce and related platforms.

• Gather, analyze and define requirements for multiple teams, managers, stakeholders and departments.
• Lead structured requirements gathering sessions with product owners, SMEs and cross‑functional stakeholders to capture business needs and translate them into functional and technical specifications.
• Distinguish business needs versus system constraints; identify gaps between business processes and Salesforce platform capabilities (Sales Cloud, Service Cloud, NPSP, Experience Cloud, custom applications, flows, automations).
• Document user stories, process flows, data models, acceptance criteria and configuration requirements aligned with CCS architecture and governance.
• Collaborate with Salesforce Admins, Developers, Release Managers and QA to design solutions that adhere to best practices.
• Support data mapping, conversion requirements, validation rules, field‑level requirements, deduplication and technical integrity checks for new features, enhancements or integrations.
• Participate in Agile backlog refinement, prioritization and estimation (grooming), ensuring stories meet Definition of Ready/Done.
• Develop and execute test plans, including functional testing, regression testing and UAT support, to validate system behaviour after enhancements, integrations and releases.
• Monitor new Salesforce releases, features and patches, assessing applicability and recommending adoption opportunities.
• Provide operational support: troubleshoot, analyze and resolve production issues across Salesforce objects, automations, integrations and external platforms.
• Evaluate and recommend third‑party Salesforce App Exchange solutions and other tooling aligned with CCS needs (e.g., data quality, automation, donor experiences, event workflows).
• Provide configuration support for low‑complexity changes (fields, list views, page layouts, flows, permission sets) where appropriate.
• Act as subject‑matter expert for technical and business processes across Salesforce and related technologies (Fresh service, Azure Dev Ops, LMS systems, data pipelines).
• Maintain detailed documentation including process maps, requirements repositories, release notes, configuration guides and technical reference materials.
• Create and update end‑user training materials; deliver targeted training to improve adoption, data quality and consistent use of Salesforce.
• Ensure all work aligns with CCS compliance, privacy, data governance and security standards.
• Recommend workflow optimizations that simplify user experience and reduce operational friction.
• Support analysis and selection of data integration requirements across Salesforce, fundraising platforms, volunteer systems and external data sources.
• Validate mapping logic, transformation rules and data quality expectations for large‑scale or recurring data uploads.
• Provide oversight for mass data operations (imports, updates, merges), ensuring accuracy, compliance and alignment with governance policy.
• Monitor data integrity and support remediation activities to maintain a reliable single source of truth within Salesforce.
• Contribute to diversity, inclusion, belonging and equity (DIBE) by ensuring all staff feel represented, valued and heard across all aspects of identity.

• Post‑secondary education (college diploma or equivalent) in Business Analysis, Information Technology, Computer Science or related field, or equivalent professional experience.
• 3–5 years of Salesforce solutions experience, preferably including…