We are looking for an experienced Lead CRM Analyst to support and enhance enterprise application solutions in Mississauga. This role is suited to a detail-oriented individual who can bridge business needs and technical capabilities, improve CRM and ERP processes, and provide informed guidance on system functionality. The successful candidate will contribute to solution delivery, troubleshoot application issues, and help strengthen reporting, integrations, and user experience across connected platforms.

Responsibilities:

• Lead the functional analysis, configuration, and ongoing support of Microsoft Dynamics CRM within a broader enterprise applications environment.

• Work closely with business stakeholders to gather requirements, translate operational needs into system solutions, and recommend practical improvements.

• Investigate incidents and application issues, perform root-cause analysis, and develop both immediate fixes and longer-term corrective actions.

• Contribute to CRM and ERP implementation initiatives, including process mapping, testing, documentation, and user readiness activities.

• Support integration points between multiple business systems to help maintain reliable data flow and consistent application performance.

• Develop and refine reports, dashboards, and system insights that support business decision-making and operational visibility.

• Provide functional leadership on enhancement requests, system changes, and release activities while ensuring alignment with business priorities.

• Collaborate with technical teams, vendors, and internal users to resolve system limitations and improve overall application effectiveness.

• 5+ years of experience in IT support, product ownership, business analysis, or related roles within an enterprise applications landscape.
• 3+ years of hands-on experience working with Microsoft Dynamics CRM in a Functional Analyst or lead capacity.
• Proven involvement in at least one CRM or ERP system implementation project.
• Strong understanding of business application support, data integration, interfaces, and cross-platform process dependencies.
• Demonstrated ability to diagnose incidents, assess business impact, and recommend sustainable solutions.
• Experience with reporting tools and dashboard development; exposure to Microsoft Power BI is considered an asset.
• Familiarity with related enterprise platforms such as e-Emphasys, Infor solutions, cloud technologies, client-side scripting, or Salesforce CPQ is an advantage.

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