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About the Role

The CRM Technical Business Analyst plays a key role in supporting the organization’s Salesforce ecosystem by gathering and translating business needs into clear technical requirements, ensuring the successful delivery, enhancement, and ongoing stability of CRM solutions. This role partners closely with product owners, stakeholders, and technical teams to design scalable, compliant, and user-focused solutions across Salesforce and related platforms.

Responsibilities

Lead structured requirements gathering sessions with product owners, SMEs, and cross-functional stakeholders to capture business needs, translating them into clear functional and technical requirements.
Distinguish business needs vs. system constraints; identify gaps between business processes and Salesforce platform capabilities (Sales Cloud, Service Cloud, NPSP, Experience Cloud, custom applications, flows, automations).
Document user stories, process flows, data models, acceptance criteria, and configuration requirements aligned with CCS architecture and governance.
Work closely with Salesforce Admins, Developers, Release Managers, and QA to design feasible, scalable solutions that adhere to best practices.
Support data mapping, data conversion requirements, validation rules, field level requirements, deduplication, and technical integrity checks for new features, enhancements, or integrations.
Support Agile backlog refinement, prioritization, and estimation (grooming) and ensure stories meet Definition of Ready/Done.
Develop and execute test plans including functional testing, regression testing, and UAT support to validate system behavior after enhancements, integrations, and releases.
Monitor new Salesforce releases, features, and patches, assessing their applicability to CCS and recommending adoption opportunities.
Collaborate with the Salesforce Support and Release teams to troubleshoot, analyze, and resolve production issues across Salesforce objects, automations, integrations, and external platforms.
Evaluate and recommend third‑party Salesforce AppExchange solutions and other tooling aligned to CCS ecosystem needs (e.g., data quality, automation, donor experiences, event workflows).
Provide configuration support for low‑complexity changes (fields, list views, page layouts, flows, permission sets) where appropriate.
Act as a subject matter expert for technical and business processes across Salesforce and related technologies (e.g. Freshservice, Azure DevOps, LMS systems, data pipelines).
Maintain detailed documentation including process maps, requirements repositories, release notes, configuration guides, and technical reference materials.
Create and update end‑user training materials; deliver targeted training to improve adoption, data quality, and consistent use of Salesforce.
Ensure all work aligns with CCS compliance, privacy, data governance, and security standards.
Support workflow optimization by recommending improvements that simplify user experience and reduce operational friction.
Support analysis of data integration requirements across Salesforce, fundraising platforms, volunteer systems, and external data sources.
Validate mapping logic, transformation rules, and data quality expectations for large-scale or recurring data uploads.
Provide oversight for mass data operations (imports, updates, merges), ensuring accuracy, compliance, and alignment with governance policy.
Monitor data integrity and support remediation activities to maintain a reliable single source of truth within Salesforce.
Contribute to our culture of diversity, inclusion, belonging and equity (DIBE) by ensuring that all staff feel represented, valued, and heard across all aspects of their identity, including gender, age, religion, ethnicity, nationality, race, and sexuality.
Other duties as assigned

Requirements

Post-secondary education (college diploma or equivalent) in Business Analysis, Information Technology, Computer Science, or a related field, or equivalent professional experience.
More than 3 years, up to and including 5 years — salesforce solutions experience, preferably including Salesforce implementations, platform enhancements, or nonprofit technology solutions (e.g., Raiser’s Edge, Salesforce NPSP).
Experience gathering and documenting business and technical requirements.
Experience analyzing and mapping end‑to‑end business processes.
Understanding of Agile frameworks for project delivery and backlog management.
Experience with data analysis, validation, and data governance practices.
Applied knowledge of Salesforce CRM technologies and integrations.
Exceptional analytical, problem solving, and technical troubleshooting skills.
Strong written, visual, and verbal communication skills; able to translate complex concepts simply.
Ability to work under pressure with changing priorities and deadlines.
Demonstrated ability to produce clear process documentation, diagrams, and technical specifications.
Ability to collaborate effectively within cross‑functional and technical teams
Salesforce Administrator certification (highly preferred)
Salesforce Business Analyst, Platform App Builder or NPSP certifications
Training in Agile methodologies, process analysis, or product ownership disciplines
Bilingualism (French/English) is highly preferred, with French being an asset due to the organization’s nationwide operations and the need for effective communication across various regions.
Others may apply

Skills

Salesforce
Sales Cloud
Service Cloud
NPSP
Experience Cloud
Freshservice
Azure DevOps
LMS systems
Data pipelines
Agile methodologies

Location

Toronto, ON
Vancouver, BC
Ottawa, ON
Calgary, AB
Halifax, NS
St John's, NL
Kelowna, BC
Prince George, BC
Victoria, BC

Work Type

Hybrid Work Model

Experience Level

3-5 years

Education Level

College diploma or equivalent
University degree

Salary/Compensations

$65,000 - $75,000 CAD

Benefits

Paid parental leave
Family sick time
Health insurance

About the Company

The Canadian Cancer Society works tirelessly to save lives, improve lives and drive collective action against cancer. Together, with patients, volunteers, donors and communities across the country, we raise funds to invest in transformative cancer research, we provide a caring support system for everyone affected by cancer and we advocate to governments to create a healthier future for all.
Join a dynamic team of professionals helping to power the Canadian Cancer Society’s (CCS) operations and fuel our mission through innovative digital solutions. The Digital Strategy & Technology team is at the forefront of CCS’s digital transformation. Together, they are harnessing digital tools, data and technology to boost fundraising capabilities and enhance the experience of everyone who interacts with us online. With a passion for continuous improvement and a commitment to making an impact, the team ensures CCS’s digital presence is strategic and engaging, helping us inspire and empower more Canadians who care about cancer every day.

Equal Opportunity

CCS provides impactful opportunities to transform the lives of Canadians affected by cancer. We are devoted to creating an inclusive workplace that celebrates diverse experiences and skills, encouraging all qualified candidates to join us.
At CCS, we celebrate individuality and the strength of diversity. We are committed to fostering an inclusive and equitable workplace that empowers everyone. We encourage applications from all qualified candidates, including those from equity-deserving groups such as BIPOC, 2SLGBTQI+ communities, individuals with disabilities, veterans, and others who contribute to the richness of our organization.
CCS is dedicated to employment equity and encourages applications from all qualified candidates. In accordance with the local provincial Accessibility Act, accommodation will be provided as requested throughout the recruitment process.