Functional Analyst, CRM

May 14, 2019

(Work place: Montréal)

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

Job Level

NV-10As a functional analyst, CRM, you support IT efficiency by designing, configuring, administering, maintaining and upgrading computer networks, management systems and database servers in accordance with the organization’s needs. You provide leadership to practitioners and development teams on business relations, development projects and complex, innovative strategic initiatives, including updates, incident prevention, quality assurance and post-correction maintenance. Your initiatives require extensive knowledge of your specialty area. You make recommendations regarding the planning and execution of operationally and conceptually complex projects and initiatives that require comprehensive analysis and understanding of the organization and line of business. Coordination is critical, so you interact with stakeholders working in many other fields. Interpersonal savvy is therefore essential. You serve as specialist advisor and subject matter expert, as well as resource person and coach for decision-making bodies.More specifically, you will collaborate on the development of medium-scale technology projects involving delivery coordination and you will supervise processes, rules, documentation and standards. In addition, you will help produce information documents and monitor the feasibility, design and execution phases and you will serve in an advisory capacity for managers and the business clientele. You will participate as functional analyst for the Banking CRM program to find solutions for the caisse network and Desjardins Business Centres.

Additional responsibilities

  • Analyze client needs, assist them in defining their needs and guide them through appropriate functional solutions, taking into account budgetary commitments and delivery deadlines.
  • Design, describe and document the solution best suited to meet business needs.
  • Guide development teams in their analyses and resolve functional problems that arise during a project's execution to ensure that the proposed solutions are coherent and take into account the needs of end users, the system's architecture and any constraints.
  • Collaborate as a resource person with resources involved in planning, organization and follow-up activities for technology projects and roll-outs. Coordinate project alignment and manage projects and deliveries with all stakeholders, adapting relevant documentation and communications.
  • Identify opportunities for improvement; propose and recommend solutions to develop and optimize work methods and processes.
  • Coordinate roll-outs, serve as a resource person for collaborators, ensure monitoring for various developers and quality controls and present progress reports.
  • Identify situations that could have a major impact on the quality of deliverables and provide feedback to collaborators and partners. Monitor action plans and ensure the execution and implementation of appropriate corrective measures.

Other working condition

  • Number of job available : 1


  • Bachelor’s degree in a related field
  • A minimum of four years of relevant experience
  • Relevant experience as a functional analyst in CRM and customer relations management

Please note that other combinaisons of qualifications and relevant experience may be considered

  • For vacant positions available in Quebec, please note that knowledge of French is required

Specific knowledge

Knowledge of the following technology tools: Oracle Siebel,  Salesforce or Microsoft Dynamics, Knowledge of Oracle OBIEE (an asset), Excellent written communication skills

Desjardins Cross-sector skills

Accountability, Collaborates, Customer Focus, Innovation

Key competencies for the job

Complexity, Interpersonal Savvy, Plans and aligns, Tech savvy

Work Location

Complexe Desjardins Montréal

Trade Union

Non Syndiqué

Unposting Date


Job Family

Information technology (FG)

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