RQ06594: FFS x1 Senior Solution Designer - CRM

Responsibilities

Undertakes the design of technology solutions based on the clients service specifications, standards, policies, best practices and cost models, in order to meet client CRM application business requirement and project/initiative deliverables.

Prepare a comprehensive design proposal outlining the recommended solution approach, technologies,

methodologies, and architecture, including high-level and detailed system architecture diagrams to illustrate components, interactions, and data flow. Design User Interface technical specifications/screen Design Documents (UI mockups or wireframes) for software components and database for approved functional changes in support of the business operations.

Define required configurations and/or customization of the CRM application and related ADX portal in order to support the required changes.

Develop a plan for integrating various components, along with protocols for data exchange and communication. Assess the identified solution code gap to create high level development plan.

Support Software Developers in the building/merging of code for custom screens to maintain the function of the VQRP+ application. General Skills Knowledge of CRM applications, operating systems, environments, database technologies, programming languages and communication protocols.

Knowledge of related best practices, OPS directory/messaging standards, standard facilities architecture management, facility service delivery processes, infrastructures policies, procedures and direction, cost models and procurement processes.

Ability to gather client business requirements; corporate I&IT information mandates, client information technology strategic plans, environment and standards

Ability to participate in the development of solutions and provide advice on short/long term CRM solution service development activities.

Knowledge of leading-edge technologies design criteria, security and recovery procedures, preparation of technical specifications for installation, testing and performance of integrated, multi-services systems; assess performance and capacity of existing system making recommendations for improving performance and develop technical documentation.

Experience planning, migrating, implementing and sustaining large complex system development projects

Knowledge of technology developments, trends and new products to evaluate application to client short- and long-term technology requirements.

Basic knowledge of project management methodology (e.g. PMBOK), analytical tools and processes.

Conceptual and analytical skills to assess and evaluate client needs and c o n d u c t cost/benefit analyses for new technology requirements in planning and designing solutions.

Experience designing and developing large, complex, CRM applications

Experience with systems evaluation to assess conditions, technical performance and capacity of existing systems and determine need and feasibility of expansion, renovation or replacement.

Excellent analytical, problem-solving and decision-making skills, verbal and written communication skills, interpersonal skills and negotiation skills, teamwork skills

A team player with a track record for meeting deadlines.

Report progress, resolve problems and report on a regular basis to Project /I & IT management

SkillsExperience and Skill Set Requirements

This role is part of a Hybrid Work Arrangement and resource(s) will be required to work a minimum of 2-3 days per week at 5700 Yonge St. or at discretion of Hiring Manager.

Selection Criteria

Section

Percentage

Criteria

Application design and development experience

50

10+ years Solution Design experience in enterprise applications and solutions

In-depth knowledge of CRM platform (e.g., Microsoft Dynamics) and its features, including portal technologies such as ADX studio, PowerApps, building model driven apps, Power portals experience an asset.

Demonstrated knowledge and experience of Microsoft 365 CRM development.

Experience in identity provider solutions integration.

Proven experience designing and implementing end-to-end CRM solutions that align with business objectives.

Proficiency in CRM customization and configuration, including creating custom fields, workflows, process automation, and data integration.

Strong understanding of data modeling, database design, and data architecture within a CRM context.

Experience with programming languages and scripting (e.g., C, JavaScript, Apex, Python) for customizations and integrations.

Knowledge of API integration methods to connect CRM systems with other applications.

Methodology, Problem Solving and Analysis Skills

30

Demonstrated ability to assess complex and diverse information/system needs and develop I&IT solutions.

Experience working in an agile development environment. Experience in providing Go-live support and conducting post implementation reviews.

Ability to identify the root

cause of problems and provide viable solutions.

Strong problem-solving skills to address complex business challenges and design appropriate solutions.

Ability to collaborate with cross-functional teams, including developers, analysts, and business users and testers

Experience working with CRM vendors (e.g. Microsoft), understanding product roadmaps, and evaluating third-party integrations.

Proficiency in analyzing data and trends to identify opportunities for process improvement and enhanced customer experiences.

Ability to perform data-driven decision-making to optimize CRM performance and functionality

Creative thinking and the ability to devise innovative solutions to unique challenges.

Planning, documentation, and communication

20

Experience conducting stakeholder interviews, gathering requirements, and documenting use cases.

Ability to translate business requirements into effective CRM solutions, ensuring alignment with organizational goals.

Proficient in designing and documenting technical specifications, solution architecture diagrams, and data flow diagrams.

Ability to design and articulate complex technical concepts into executable development work packages for developers.

Excellent verbal and written communication skills to effectively convey technical information to both technical and non-technical stakeholders.

Experience presenting solution designs, project updates, and recommendations to management.
Demonstrated skill in planning and managing change within an organization when implementing new CRM systems or processes.

Desired Skills

Bachelors degree in information technology, Engineering, or related field.

Relevant certification from CRM platform providers (e.g., Microsoft Dynamics 365 certifications) is an asset.