CRM Technical Business Analyst

CRM Technical Business Analyst

Vacancies: (1) current vacancy

Location:

Toronto, ON | Vancouver, BC | Ottawa, ON | Calgary, AB | Halifax, NS | St John’s, NL | Kelowna, BC | Prince George, BC | Victoria, BC

Work Model:
Hybrid Work Model

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

• Gathers, analyzes and defines requirements for various teams, managers, stakeholders and departments
• Lead structured requirements gathering sessions with product owners, SMEs, and cross‑functional stakeholders to capture business needs, translating them into clear functional and technical requirements.
• Distinguish business needs vs. 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.
• Work closely with Salesforce Admins, Developers, Release Managers, and QA to design feasible, scalable solutions that adhere to best practices.
• Support data mapping, data conversion requirements, validation rules, field level requirements, deduplication, and technical integrity checks for new features, enhancements, or integrations.
• Support Agile backlog refinement, prioritization, and estimation (grooming) and ensure stories meet Definition of Ready/Done.
• Develop and execute test plans including functional testing, regression testing, and UAT support to validate system behavior after enhancements, integrations, and releases.
• Monitor new Salesforce releases, features, and patches, assessing their applicability to CCS and recommending adoption opportunities.
• Provide operational support and collaborate with the Salesforce Support and Release teams to 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 to CCS ecosystem 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 a subject matter expert for technical and business processes across Salesforce and related technologies (e.g., 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.
• Support workflow optimization by recommending improvements that simplify user experience and reduce operational friction.
• Supports the analysis and selection of data integration.
• Support analysis 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 our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.

• Post‑secondary education (college diploma or equivalent) in Business Analysis, Information Technology, Computer Science, or a related field, or equivalent professional experience.
• More than 3 years, up to and including 5 years of CRM solutions experience, preferably including Salesforce implementations, platform enhancements, or nonprofit technology solutions (e.g.,…