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CRM and Business Architect

Contract Type: 

Reports to: Director, Information Management
Department: Business Solutions & IT


Heart and Stroke Foundation has an exciting opportunity for a CRM and Business Architect who will manage the Enterprise CRM solution and its data to ensure an exceptional customer service experience is provided to all Heart and Stroke constituents.

Reporting to the Director, Information Management, the role of the CRM and Business Architect is to manage and support Heart and Stroke’s core strategic CRM platform ensuring alignment to the Foundation’s business objectives and Information Technology strategy. This dynamic role is responsible to implement solutions; coordinate and supervise the activities related to ongoing CRM design, configuration, and end to end data integration of organization information.

The position will bring a systems thinking discipline and work collaboratively with the business and IT partners; to fully understand departmental and corporate objectives, manage data according to standards and ensure quality for reporting and analysis and to support enterprise-wide initiatives and process changes as they relate to new system enhancements to help achieve the organizations goals efficiently and effectively.

Key Accountabilities:

Technical Lead and Administration

    Act as primary architect for solution development and management (Information Architecture, Taxonomy, Data Flow) for the CRM application
    Act as the platform administrator who manages the overall user access, security and site and database management
    Ensure existing data-security policies are followed, and incorporate security requirements into the overall architecture
    Provide technical expertise to support the development of an overall architecture solution (business objectives and user requirements, infrastructure, functionality, database design, security and integration)
    Contribute to the continuous improvement of the architecture of Foundation applications

Data Integration and Management

    Design solution components and interfaces to improve data integration procedures from external systems and vendors to the CRM application or BI platform
    Construct data structures and mapping to enable consistent information and reporting delivery
    Set up and organize data import queues and schedules
    Manage the completeness and consistency of core organization data
    Create system procedures and audits that ensure data integrity protocol adherence
    Collaborate with IT to understand and map the application landscape, connections and dependencies between multiple systems
    Contribute to the development of standards and guidelines for data and processes

CRM Process Delivery

    Provide systems and process development and support to Program Staff, Application Support Team and external vendors
    Work with Director, Information Management to collaborate with business stakeholders in reviewing requests, prioritizing and planning
    Proactively identify system related issues, user needs and risks, determine appropriate course of action
    Assist in advanced troubleshooting and problem solving while observing best practices and following standard procedures
    Document business and system requirements and develop test plans
    Work with the business partners and internal Trainer to train end users on the new process or procedures

Business Partner Relationships and Vendor Management

    Partner with internal stakeholders to ensure business and system needs support organization objectives
    Promote collaboration, open communication and a common goals approach
    Assist with annual business planning and application support needs (licensing, storage, enhancements, etc)
    Where applicable to Information Management, liaise with and manage external vendor partners to strengthen relationships and ensure the organization is represented professionally
    Work with broader IT Team and business partners to define hardware, storage, network bandwidth and processing requirements as required
    Adhere to the Foundation’s purchasing policies

General Support and Release Management

    Manage the CRM Application upgrades and releases with vendor from planning through to testing and implementation
    Support Application Architecture standards, deliverables on strategic platforms
    Manage changes to application, evaluate impacts and make recommendations to business partners
    Monitor and assess emerging technologies and future direction of major application platforms, and provide recommendations on direction and timing for further investigation and deployment
    Stay abreast of current and future technology(s) in the area of development tools, infrastructure interfaces, and interface design

Lateral / Reporting Relationships:

    Project sponsors (Directors, Sr. Managers and VPs) through project efforts and systems enhancements
    Business area team members for data management and project related work
    IT Computer and Network Operations team for systems testing, project work, database management, network operations
    Other- Business Systems Analysts as a key technical project team member for system and process enhancements

Key Challenges/Constraints:

    Balancing business needs against system limitations when negotiating with stakeholders to ensure cost-effective, timely implementations
    Elicitation of factual requirements from stakeholders and concise translation of those requirements to technical solutions
    Managing cross-functional stakeholders (business, technical and external vendors) towards a shared goal

Accountability Dimensions:

    Project budgets <$100K
    Lead cross functional process team with participation from all levels of the organization


    Undergraduate degree (minimum) in Information Management, Computer Science or related discipline
    5 - 7 years of experience with Enterprise CRM systems such as Blackbaud or similar related database and technologies
    5 - 7 years of experience in implementing/supporting/administrating on Microsoft SQL, SQL Server platform
    5 - 7 years of experience in leading data integration using MS SSIS or web services for enterprise solutions
    Experience with SDLC
    Experience with MS SDK and building apps or programming GUI
    Experience in conceptual, logical and physical design in architectural disciplines
    Experience with Active Directory, SQL, IIS, and Microsoft .NET
    Experience with providing exceptional support and customer service
    Exceptional communications skills, both oral and written
    Able to build and maintain effective partnerships and relationships with multiple stakeholders
    Able to effectively interface with key internal customers at all levels to set and manage expectations across the organization
    Able to understand business issues, needs, and/or opportunities and to design a solution that achieves business unit goals/objectives
    Able to define problems, collect data, establish facts and present proposal
    Strong time management skills and prioritization skills

Please forward your cover letter and resume to: resumes@hsf.on.ca

Please include the exact job title, including location, in the subject line of your email.

We thank all applicants for their interest in this position however we will only be contacting those selected for interviews.

Candidates from diverse groups are encouraged to apply. This job opportunity may remain posted until the position is filled. We are committed to fostering an inclusive, barrier-free and accessible environment. If you have been contacted for an interview and require an accommodation due to disability to participate in the recruitment and selection process, please advise us and we will work with you to meet your needs.

Employer Company: 
Heart & Stroke Foundation

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