Business Analyst- CRM

Hammond Power Solutions Inc. is a global manufacturer headquartered in Guelph, Ontario, Canada. HPS has grown to become the leader in North America in the custom design and manufacture of dry type transformers. For the past century, HPS has grown to deliver electrical power solutions to global markets and provides solutions for complex applications like, mining, rectifier, drives, traction, wind, solar and many other electrical power applications. The world relies on HPS to continually conceive and produce state-of-the-art transformer technology. We currently have an opening for a Business Systems Analyst, CRM , come grow with us!

We are seeking a Business Systems Analyst – CRM to design, configure, and support Microsoft Dynamics 365 CRM, enabling efficient end‑to‑end customer processes across Sales, Marketing, Customer Service, and Rep Agencies. This role partners closely with business and IT stakeholders to deliver scalable CRM solutions, integrations, analytics, and AI‑enabled capabilities that improve productivity, data quality, and decision‑making.

You will play a key role in driving CRM adoption, supporting business growth, and continuously improving how customer data and processes are managed across the organization.

Key Responsibilities Include

• CRM Systems Analysis & Configuration

• Analyze business processes and identify opportunities to improve efficiency using Dynamics 365 CRM
• Gather and document business and technical requirements, specifications, and solution designs
• Configure and administer Dynamics 365 CRM environments, including security roles, teams, business units, and solution management
• Support CRM release and application lifecycle management (ALM) practices

• Custom Development & Integrations

• Design, build, and maintain CRM customizations such as forms, views, business rules, workflows, plugins, and automation
• Develop and support integrations between Dynamics 365 and enterprise systems (e.g., ERP, data warehouse, eCommerce, marketing platforms)
• Implement and support Dual‑write integrations between Dynamics 365 Customer Engagement and ERP platforms, including data mapping and issue resolution
• Design and support Power Pages (external portals) integrated with Dataverse
• Implement and support AI‑enabled CRM capabilities (e.g., Copilot features, Azure AI services, intelligent automation) in alignment with business needs and data governance

• User Support, Training & Adoption

• Serve as a primary point of contact for CRM functional and technical support
• Triage, troubleshoot, and resolve incidents related to security, data access, automation, integrations, and reporting
• Create and maintain user documentation, job aids, and standard operating procedures
• Deliver user training, release communications, and support user acceptance testing (UAT)

• Data, Reporting & Analytics

• Develop and maintain CRM dashboards, views, charts, and reports
• Build and support Power BI reports and datasets leveraging CRM and enterprise data sources
• Ensure data quality through validation rules, monitoring, and periodic audits
• Translate reporting and KPI requirements into scalable analytics solutions

• Continuous Improvement

• Troubleshoot and resolve integration, automation, and reporting issues through root‑cause analysis
• Stay current with CRM, Power Platform, and AI best practices and trends
• Propose and implement enhancements that improve system stability, usability, and adoption

Do you qualify? We are seeking:

• Bachelor’s degree in business administration, or related field preferred or equivalent experience (6-9 years of related experience)
• Strong experience with Microsoft Dynamics 365 CRM (Sales, Marketing, Customer Service)
• Experience configuring and administering CRM environments (security model, solutions, ALM)
• Experience with system integrations, APIs, and enterprise data flows
• Power BI reporting experience, including data modeling and DAX
• Working knowledge of ERP data concepts (customers, orders, products, pricing) and CRM/ERP integrations
• Strong troubleshooting, analytical, and documentation skills
• Ability to partner effectively with business users and technical teams

NOTE: Hammond Power Solutions encourages applications from all qualified candidates. HPS has a great record of accommodating persons with disabilities. Contact our People & Culture team if you need accommodation at any stage of the application process or want more information on our accommodation policies. Benefits

• Casual dress
• Retirement 401k plan
• Medical, Dental and Vision Insurance
• Health Savings and Health Reimbursement accounts
• Life Insurance - employee, spouse and children
• Disability insurance
• Critical Illness and Accident Coverage
• Employee assistance program
• Employee stock purchase plan
• Paid time off
• Tuition reimbursement

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