CRM Functional Analyst Job in Edmonton for Aurora Cannabis |

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CRM Functional Analyst

November 20 2020
Industries Pharmaceutical, Biotechnology
Categories Analyst, ERP, Packaged Software, SaaS, Functional Business Analyst, Information Technology, Project Management, Business Analysis
Edmonton, AB

Aurora Cannabis Inc. is a world-renowned integrated cannabis company with an industry-leading reputation for continuously elevating and setting the global cannabis industry standard.

Through our wholly owned subsidiaries, strategic investments, and global partnerships, Aurora provides a wide range of premium quality cannabis and hemp products and services, develops innovative technologies, promotes cannabis consumer health and wellness, and delivers an exceptional customer experience across all its brands.

Aurora’s operations span multiple continents and focuses on both the medical and recreational cannabis production and sales, patient education and clinic counselling services, home hydroponic cultivation, extraction technologies and delivery systems, and hemp-based food health products.

We operate around the globe pursuing new and emerging cannabis markets where possible through our owned network of import, export and wholesale distributors, our e-commerce and mobile applications, brick and mortar retail stores, as well as grocery store retailers and pharmacies.


Reporting to the Manager, IS Applications, the CRM Functional Analyst role is a critical position supporting key stakeholders in the design, implementation and optimization of business processes with a focus on Microsoft Dynamics CRM. The role is responsible for maintaining the overall integrity of the design, configuration, reporting and business processes.


  • Subject Matter Expert (SME) for Microsoft Dynamics CRM and related modules.

  • Focused on working with key stakeholders to support the Microsoft Dynamics CRM application including ongoing maintenance and roll-out of new modules and organizational entities;

  • Understands company business processes and business best practices to provide support and direction;

  • Communicates with stakeholders (written and verbal) clearly to ensure support issues and project tasks are dealt with quickly and efficiently;

  • Works with business users and application developers to identify bugs, recommend, prioritize and implement enhancements;

  • Works in conjunction with internal and external IT professionals to provide support for application maintenance, modification and enhancement as required through problem solving, testing, reports development and documentation;

  • Conducts analysis and review of system upgrades and patches to assess impacts to business process and technical design;

  • Develops and executes test plans, and assembles and documents test results when required;

  • Provides training on processes in relation to the Microsoft Dynamics CRM system;

  • Liaise and collaborate with various international offices and internal departments;

  • Assists in the design and deployment of internal control policies;

  • Documents and implements process changes and improvements;

  • Provides cross functional support to other members of the IS Applications team

  • Participates in ad-hoc projects as required by management;


  • Post-secondary education in Information Systems, Business or related discipline.

  • Must have 3+ years’ experience with one or more CRM applications, Microsoft Dynamics CRM (Preferred) or other large-scale CRM (, SugarCRM, ZenDesk)

  • Strong business expertise, a keen understanding of business needs, and ability to ensure technical solutions, strategies, practices, and deliver business and customer value

  • Leading or participating in business requirements sessions with key business users, gathering and documenting business processes and requirements for the system

  • Ability to combine CRM functional knowledge with strong technical expertise to drive process and system efficiencies/best practices, promote data integrity and ensure delivery of accurate reporting of data to the business.

  • Ability to translate business requirements into functional and technical design specifications.

  • Ability to conduct solution testing and facilitate user acceptance testing.

  • Install, setup and configuration of MS Dynamics CRM.

  • Building and configuring CRM forms, views, dashboards and workflows

  • Experience with data migrations and integrations from third party systems.

  • MS SQL Server and SSRS reporting services experience.

  • Knowledge of Software Development Life Cycle (SDLC) processes

  • Effectively prioritize and execute tasks in a fast pace, high-pressure environment

  • Strong analytical, problem-solving, and interpersonal skills

  • Experience working in a team-oriented, collaborative environment

  • Enterprise level experience, with a strong understanding of IT operational processes

  • Expert level knowledge and experience with the Microsoft Office Suite & Tools

  • Comfortable training individuals or groups in a “train-the-trainer” setting

  • Team-oriented, ability to build relationships effectively

  • Attention to detail and accuracy

  • Must be a self-starter and able to work independently


  • Professional Designations (PMI-PBA)

  • Knowledge of software requirements for the auditing of CRM systems and procedures

  • Knowledge of ITIL, COBIT, or other IT frameworks

We would like to thank all applicants for their interest but only those selected for an interview will be contacted.

**Aurora Cannabis Inc. is an Equal Opportunity Employer**