CRM Analyst

Girl Guides of Canada–Guides du Canada (GGC), a national membership-based organization, empowers every girl in Guiding to discover herself and be everything she wants to be. Our mission is to be a catalyst for girls empowering girls. Together, we’re building our vision of A better world, by girls.

Remote work arrangement. Required to work Eastern Time.

Reporting to the Program Manager leading the organization’s Digital Transformation initiative, the CRM Analyst plays a critical role in supporting the implementation of a new, enterprise-wide CRM platform (Dynamics 365). This role is dedicated to the transformation program and focuses on understanding, developing and validating business processes while working closely with the implementation vendor to ensure the CRM is designed and configured to support integrated, end-to-end organizational workflows.

The CRM Analyst will act as an internal subject‑matter expert on the CRM solution, involved throughout the implementation so that ownership, ongoing support, and future enhancements can be effectively managed in‑house.

• Support the implementation, enhancement, and ongoing operation of Dynamics 365 as the organization’s primary CRM platform, including its integrations with core enterprise systems such as the website/CMS, marketing platforms, finance and ERP systems, inventory or fulfillment solutions, data and analytics platforms, and other third‑party applications.
• Work closely with business stakeholders to elicit, analyze, and document current‑state and future‑state business processes to support CRM design, configuration, and integration activities.
• Translate business requirements into clear functional and non‑functional specifications to support vendor configuration and development efforts.
• Validate vendor‑recommended future‑state processes to ensure alignment with organizational needs, user experience goals, and integration requirements.
• Facilitate workshops and requirements‑gathering sessions with cross‑functional stakeholders, ensuring clarity, alignment, and documented outcomes.
• Develop and maintain process maps, workflow diagrams, use cases, and supporting documentation.
• Maintain a requirements traceability matrix to ensure solutions delivered align with approved business requirements and project objectives.
• Act as a key liaison between internal teams and external vendors, supporting solution design decisions, identifying risks and dependencies, and escalating issues as required.
• Support system testing activities, including test planning, test case development, test data preparation, and execution of functional and regression testing.
• Assist with user acceptance testing (UAT), issue triage, and validation of fixes and enhancements.
• Support change management activities, including contributing to training materials and user‑facing documentation.
• Monitor system adoption and identify opportunities for process improvement, optimization, and increased value realization.
• Support incident resolution and service requests related to the CRM and its integrated systems.
• Provide functional support for other enterprise applications, as determined and prioritized by IT leadership, to support ongoing operational and transformation needs.
• Perform other duties and contribute to related initiatives as assigned by the Manager, IT Applications.

• College or University degree in the field of computer science, business analysis or related field.

• 2+ years of experience in a business systems analyst, CRM analyst, or similar role within a technology or enterprise environment.
• Experience with Microsoft Dynamics 365 or comparable enterprise CRM platforms (e.g., Salesforce, Hub Spot, Oracle) in integrated environments.

• Demonstrated understanding of enterprise‑scale, integrated system landscapes, including CRM, ERP, CMS, marketing technology, finance systems, and data platforms.
• Experience documenting business processes, functional requirements, and system workflows.
• Familiarity with system integrations, data flows, and testing methodologies.
• Stro…