CRM (D365) Implementation Lead

Description

Are you a dynamic, results-driven individual with a passion for driving business success through technology?

We are seeking a skilled CRM (D365) Implementation Lead with a strong emphasis on effective communication, who can confidently engage with diverse stakeholders throughout our organization to map and optimize existing and new cross functional business processes.  The ideal candidate will possess exceptional communication skills and the ability to liaise between functional and technical resources to facilitate the creation of new system functionality, upgrades, system modifications, and day-to-day problem analysis, issue tracking, testing and resolution. The CRM (D365) Implementation Lead will be responsible for providing and enabling functional and system expertise to implement, improve, integrate, and enhance mission-critical, enterprise-wide information systems.

If you're ready to take on a challenging and rewarding role that offers opportunities for growth and development, we want to hear from you!

What you will be responsible for:

• Strategy and Planning:
  • Analyzing and applying business strategy and initiatives to all aspects of the work for the role.
  • Identifying, eliciting, and documenting end state cross functional and functional business processes. 
  • Researching, reviewing, and analyzing the effectiveness and efficiency of existing processes and developing strategies for enhancing or further leveraging these processes. 
  • Preparing and delivering reports, recommendations, or alternative options for improving processes in operating systems across the organization. 
• Business Requirement Elicitation and Fulfillment:
  • Eliciting and defining business requirements as related to Enterprise Systems using pre-defined tools.
  • Conducting reviews with and getting approval from functional users of documented requirements to ensure cross functional understanding and alignment. 
  • Ensuring business value is clearly understood and documented. 
• System integration:
  • Eliciting and documenting requirements for systems integration of new system(s) with existing systems. 
  • Leading selected IT streams created to enable the integration.  
  • Helping the technical leads to document, design and implement solutions for integrations. 
• Solution Implementation:
  • Collaborating with IT and Business staff to recommend and develop solutions for identified business requirements and needs 
  • Providing standard system options via configuration or functionality enablement to fulfill identified business requirements. 
  • Working with third party system providers to provide standard system solution options when necessary. 
  • Serving as a liaison between technical and functional staff to recommend, develop, and test changes or modifications to introduce newly delivered functionality. 
  • Ensuring that requirements documentation can be easily translated into UAT (user acceptance training)/functional test plans. 
  • Coordinating and collaborating with technical and functional staff to find solutions to problems identified in testing, resolving issues during systems upgrades.  
  • Assisting functional users with the creation of training plans for their team. 
• Ongoing Process and System Support:
  • Developing, documenting, and maintaining complete understanding of all Enterprise Systems configurations for functional areas. 
  • Updating business processes and workflows in the systems as required. 
  • Assisting with resolution of issues with implemented functionality in conjunction with the functional users.
     

Essential Qualifications:

• A College Diploma or University Degree in a business function.
• A minimum of 5 years’ experience as a Business Analyst.
• A minimum of 4 years of implementation / support experience with Microsoft D365 CRM including time as a subject matter expert for a similar business.
• Experience working with Customer Service / Contact Center, Sales and Marketing functions.
• Project leadership experience – preferably working as a scrum master or product owner in an “agile” environment.
• Ability to configure D365 CRM (Customer Engagement, Marketing, Omni-channel, Sales).
• Experience using DevOps and JIRA.
• Ability to quickly develop excellent working relationships with stakeholders and business professionals at all levels.
• Strong analytical skills coupled with a questioning & creative approach to problem solving.
• Proven problem-solving abilities, with keen attention to details.
• Experience in data analysis and working with large volumes of data.
• Ability to prioritize and execute tasks in a high-pressure environment.
• Excellent organization, project, and time management skills.
• Exceptional communication and facilitation skills.
   

Preferred Qualifications:

• Agile certification.
• Microsoft Fundamentals Certification.
   

Benefits & Perks:

• Comprehensive Benefit Plan and RRSP Matching
• Competitive Vacation Policy
• Fitness Subsidy
• Training and Development Program
• Paid Charity Day and Regular Company Fun Events
• StarTech.com Product Discount
• Bonus Plan
   

About us

We are in the business of human-centered experiences starting with yours. We believe delivering on our promise of "hard-to-find, made easy" begins with an employee experience founded in opportunity, teamwork, empowerment, and curious minds always asking what if. Not only does our commitment to the exceptional deepen relationships with our partners and customers, it also ignites connection within our team.

Born and raised in London, Ontario, Canada and now taking on the world, we are a vibrant and growing tech company with a proven track-record of success. StarTech.com makes it easy for IT professionals around the globe to identify, find, get and use the hard-to-find connectivity parts they need to enable and enhance their technology solutions.

Operating in 26 countries globally, we are proud to be included as one of Canada's Best Managed Companies for 2023 and for the 13th consecutive year. In 2022, StarTech.com was proud to be included in Financial Post's FP500, a ranking of Canada's largest corporations based on revenue. We are honoured to be named by Kincentric in 2019 as one of Canada’s “Best Employers” as well as “one of Canada’s fastest growing companies” for a ninth year in a row by “Profit 500”.

StarTech.com is an Equal Opportunity Employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, StarTech.com will provide accommodations throughout the recruitment, selection and/or assessment process to applicants with disabilities. If selected to participate in the recruitment, selection and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

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