Solution Lead, CRM
Requisition ID: 19556
Department: Finance and Corporate Services Dept.
Service: Information Technology Services
Branch: Applications Management Branch
Employment Type: 1 or more Full-time Temporary - Up to 1 year
Work Hours: 35.00 hours per week
Affiliation: CIPP
Salary Information: $93,764.58 - $114,097.62 annually (2025 rates of pay)
Location: 100 Constellation, Nepean
City: Ottawa, ON
Job Category: Information Technology
Application Close: 12/11/2025
*Applications received will be used to staff current and on-going requirements for up to 12 months.
JOB SUMMARY
The mandate of Information Technology Services is to create business value by providing innovative and strategic technology solutions for the business operations of the City of Ottawa.
You are responsible to plan and manage assigned smaller-scale or lower-risk IT projects.
The CRM Solution Lead will be responsible for overseeing the delivery and optimization of Microsoft Dynamics 365, combining project management, business analysis, and technical leadership to ensure CRM initiatives align with business objectives. With a focus on Dynamics 365 Customer Engagement, this role involves solution design, configuration, and integration, leading cross-functional teams, managing stakeholders, and driving CRM improvements.
• Proven experience in leading CRM projects, preferably with Microsoft Dynamics 365.
• Strong understanding of D365 modules (Sales, Customer Service, Marketing, etc.).
• Proficiency in Power Platform (Power Apps, Power Automate), Azure services, and related technologies.
• Excellent communication, stakeholder management, and problem-solving skills.
• Certification in D365 or PMP/Agile methodologies is a plus.
EDUCATION AND EXPERIENCE
Completion of 3 year post-secondary education in computer science, business administration or related field
Minimum of 5 years of progressively responsible and practical experience supporting information technology (preferably in a municipal environment) Experience should include at least 3 years analyzing and developing computer applications
Preference will be given to candidates with previous project management experience
KNOWLEDGE
- Project management methodologies, tools and standards (e.g. PMBoK), including those methodologies, standards and tools that are specific to IT
- The department’s IT Project Life Cycle and policies, standards, procedures and processes that pertain to the work activities
- Techniques, methodologies and best practices used in systems design, development, testing, implementation and maintenance
- IT security practices
- The city’s technological environment (including technologies/tools such as SAP, Oracle, GIS, SOA, .Net and Sequel)
- Workflow analysis, automation planning and process development
- Must possess the training, experience and knowledge to organize the work and its performance
- Must be familiar with all applicable health and safety legislation, have knowledge of any potential or actual danger to health or safety in the work place, and have knowledge of appropriate actions to be taken in order to ensure the health and safety of staff in accordance with applicable legislation and city policies and procedures
COMPETENCIES, SKILLS AND ABILITIES
- Research, analytical and forecasting skills
- Lead assigned staff and contractors
- Able to troubleshoot and problem-solve
- Interact with staff at all levels
- Lead technical and non-technical committees
- Organize work and meet deadlines
- Make presentations to senior management
- Excellent oral and written communications
- Ability to handle multiple overlapping projects
- Effective interpersonal skills
- Tact and diplomacy
WHAT YOU NEED TO KNOW
- Language Requirement: English oral, reading, writing
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirements.
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.
The City of Ottawa promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act and the Ontario Human Rights Code. We encourage applications from members of Indigenous, Black and other racialized communities, persons with disabilities, women and non-binary persons, persons of all ethnic origins, religions, sexual orientations, classes, gender identities and expressions.
Candidates are encouraged to self-identify as a member of one or more designated employment equity groups in the self-identification questionnaire.
The City of Ottawa provides accommodation to applicants during all parts of the hiring process, upon request. If contacted to proceed to the selection process, please advise us if you require any accommodation.
Accessible formats and communication supports are available upon request. Please contact the Employee Service Centre at 613-580-2424 extension 12211 or via email at esc-cse@ottawa.ca.