Job ID 30835: CRM Solutions Analyst

Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason

• Job ID #30835: CRM Solutions Analyst
• Union: Non-Union
• Job Description ID #: 7221
• Close date: Interested applicants please submit your application online at www.hamilton.ca/city-council/jobs-city by 4:00 p.m. on April 16 2025.
• Internal applicants should apply with your work e-mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

SUMMARY OF DUTIES

Reporting to the CRM Specialist, Business & Support Services, this position supports the City’s customer relationship management (CRM) and Knowledge Management (KM) software applications. This position provides quality assurance, process enhancement recommendation, and system support. The primary role is to be responsible for administration, configuration, and development of the CRM/KM platforms. This position is the functional liaison between the CRM/KM platforms and other technical resources within the City, including IT, Azure, M365, Power Platform, Power Pages, Amanda, ESRI/Arc GIS, Vailtech, Infor Hexagon, and CRM vendor support. The incumbent is responsible for designing and implementing new CRM solutions to enhance the user experience, as well as troubleshoot and resolve bugs.

The position requires in-depth knowledge of the CRM/KM software in support of business requirement analysis, design development, user testing, implementation, and deployment to IT resources responsible for server support, system integration and development efforts. The position is part of a responsive agile team.

GENERAL DUTIES

• Manages the day-to-day operational functionality and performance of the customer relationship management (CRM) and Knowledge Management (KM) software applications as well as provides support to the management of applicable back-up support systems (that supports business continuity).
• Reviews and analyzes existing customer service systems and identifies potential process and system configuration changes required to meet business needs and leverage capabilities of the CRM and KM system as well as best practices in inbound call centre operations. Works with the BSS and CRM Team to gather business requirements from other workgroups and emerging trends in digital customer service.
• Converts business requirements related to CRM/KM into functional and technical requirements as well as develops and executes reports or queries from the CRM and KM systems. Conducts analysis of results, including review of individual staff performance results, and based on analysis, makes recommendations to management which may impact staff resources and skill requirements.
• Designs, tests, troubleshoots, implements and maintains system configuration to ensure the CRM and KM systems meet City needs, focusing on usability and customer service improvements and seeking ways to support future digital service delivery.
• Develops analytical tools to monitor the performance and quality of service delivery for departments and divisions as well as provides support to the BSS team (when required). Provides advice to management and applicable stakeholders on performance improvement opportunities.
• Collaborates with other departments on development and implementation of system development/enhancements aimed at service improvements, operational efficiencies, cost savings and increased system integration which impact the CRM/KM system.
• Reviews system patches, upgrades and makes recommendations on applicability and implementation. Participates in review of product enhancements/upgrades as well as be aware of, and investigate, new product developments impacting CRM/KM, and make recommendations to Manager, Contact Centre on future developments.
• Oversees the effective management and resolution of issues/problems (either in-system or across applications) related to the CRM/KM as well as ensures risks are identified and mitigated to foster business and performance continuity.
• In partnership with internal clients and Knowledge Management Liaisons, is responsible for the development and documentation of the processes and information required for service delivery by Customer Service Representatives to the citizens of Hamilton through the CRM/KM.
• Prepare training and presentation materials and facilitate both training and continuous improvement feedback sessions with Customer Service Representatives on new and changing processes in conjunction with sensational service objectives.
• Manages the escalation of any CRM/KM issues, ensuring they are identified, tracked, resolved and that solutions are both effective and sustainable.
• Develops relationships with other leading municipalities’ knowledge base and CRM technical counterparts in order to share, obtain information and benchmark success.
• Prepare presentations and software demonstrations to various stakeholders on CRM/KM capabilities.
• Works in accordance with the provisions of applicable Health and Safety legislation and all City of Hamilton corporate and departmental policies and procedures related to Occupational Health and Safety.
• Perform other responsibilities as assigned which are directly or indirectly related to the normal functions of this position.

QUALIFICATIONS

1. Developed knowledge and experience in Customer Relationship Management/Knowledge management technologies normally acquired through the completion of a relevant degree in Business, Computer science or a combination of relevant work experience. Prior experience managing technical or process improvement projects required.
2. 4+ years of admin/configuration/development CRM experience within a customer service environment is required.
3. 2+ Years admin/configuration/development experience in Dynamics 365 CRM (or related model driven apps), Dataverse, and Power Platform is required.
4. Considerable customer service experience with preference given to those who have worked in a customer service environment such as an inbound call centre.
5. Demonstrated ability to write, interpret and modify XML, HTML, CSS, SQL, JavaScript, and JSON, with experience in D365 model driven application development, including Power Automate, Power Apps, and D365 APIs.
6. Demonstrated experience in project or process improvement management. Demonstrated practical experience working with user centered design and development of CRM/KM configurations. Demonstrated knowledge of analytics, performance analysis and reporting using Power BI.
7. Previous experience in innovation and process improvements. Demonstrated examples of changing status quo for improved ways of operating, including practical experience working with user-centred design approach to design and development of CRM/KM configurations.
8. Strong verbal and written communication skills with the ability to relate effectively and tactfully with peers, all levels of management, elected officials and customers. Ability to adjust communication style based on audience, for example, describing technical matters to those who may not have technical expertise.
9. Experience with knowledge management practices (authoring, updating workflows, version control and managing user feedback mechanisms) used in one or more service delivery channels.
10. Experience extracting information, identifying and troubleshooting problems. Must be able to handle multiple changing priorities and work on multiple concurrent assignments.
11. Demonstrated knowledge of analytics, and performance analysis.
12. Experience training adult learners including; curriculum preparation, presentation and evaluation.
13. Proven organizational skills and the ability to work under very tight deadlines and with competing priorities.
14. Knowledge of legislation and standards relevant to the position – Municipal Freedom of Information and Protection of Privacy Act (MFIPPA), Occupational Health and Safety Act (OHSA), and Accessibility for Ontarians with Disabilities Act AODA.
15. Advanced experience working in a computerized environment with working knowledge of Microsoft Windows 11, and the current suite of Microsoft productivity tools (Word, Excel and PowerPoint). Ability to adapt to new computer applications. Preference given to those with experience using municipal business unit software including Azure, Amanda, ESRI/Arc GIS, Vailtech, Infor Hexagon.
16. May be required to travel to meetings off site.

This salary is based on a preliminary evaluation and is under review. This position may be re-evaluated within six months of the filling of this position.

HOURS:

35 per week

NOTE 1:

Although the core hours of this position will be Monday- Friday, as the City’s Customer Contact Centre is a 24/7 environment, may be required to work occasional weekend shifts, and overtime during municipal emergency response.

Disclaimer:

Be advised that Human Resources frequently audits resumes of internal/external applicants to ensure/validate information provided is consistent and trustworthy. Falsification of information provided at any time throughout the recruitment process may be grounds for disqualification, and for internal applicants, subject to discipline up to and including termination.

Terms:

The City is an equal opportunity employer that is committed to inclusive, barrier-free recruitment and selection processes. Consistent with our Values and Corporate Culture Pillars, the City of Hamilton is committed to providing equitable treatment to all with respect to barrier-free employment and accommodation without discrimination. The City will provide accommodation for applicants in all aspects of the hiring process, up to the point of undue hardship. If you have an accommodation need, please contact Human Resources as soon as possible to make appropriate arrangements.