Sheridan College

CRM Technical Support Analyst (Temporary)

Job Description


Employee Group: Support Staff
Faculty/DepartmentInformation Technology
Campus: Trafalgar (May be assigned activity at any Sheridan campus)
Reference Number17/S/14
Payband: J
Hourly Range: $35.52 - $41.18
Hours/Week40 hours
Hours8:00am – 5:00pm
Application DeadlineOpen Until Filled
Application DetailsThis is a temporary replacement position that may continue up until March 30, 2018.


The incumbent reports to the Director IT, PMO. This position provides functional and technical leadership in the implementation, maintenance and ongoing development of the PeopleSoft customer relationship management (CRM) modules. The position liaises between IT and other areas of Sheridan to problem solve, create new efficiencies, develop the functionality of the modules and works with IT to enhance and maintain the productive utilization of the CRM modules. The incumbent is the primary support person for all CRM activities and not only supports the system but acts as an advisor to CRM users on best practices, functionality available in CRM, and overall usage of CRM at Sheridan.



Specific Responsibilities Include:

  • Providing a high degree of functional and technical support and analysis supporting the application infrastructure of the CRM product modules as well as the custom applications within CRM
  • Investigating user inquiries about system functionality, resolving problems, and identifying patches and upgrades by the vendor that will resolve outstanding problems
  • Maintaining online user documentation for the CRM application for each of the various business units using CRM
  • Assessing and analyzing requests for implementation of new functionality and modifications to CRM modules and implementing them where feasible
  • Advising new users on CRM best practices and guiding and assisting with the creation of their CRM business practices
  • Reviewing change requests to determine feasibility of implementation and meeting with users to discuss needs
  • Creating both user and technical documentation such as usability guides, project and business analysis documents
  • Assessing and analyzing requirements of new CRM modules for configuration and implementation purposes
  • Recommending changes to technical and/or business processes
  • Providing a variety of coordinating and leadership tasks
  • Providing training to staff and coop students on the use of the application
  • Maintaining, developing and sharing functional and technical skills in a rapidly changing environment
  • Performing other related duties as required




The successful candidate will possess a 3 year diploma/degree in the field of computer science or related field and formal training in Structured Systems Analysis and relational database technologies as well as a minimum of 5 years’ experience working in a customer service environment administering or doing development in a CRM application (or an equivalent combination of relevant education and experience). Completed courses/formal training in vendor’s programming toolset (e.g. PeopleTools), and report tools (e.g. Crystal Reports) is required.  ITIL Foundations certification is preferred. Experience with SQL and XML, Oracle development tools and utilities, third-party reporting tools, and web technologies is required. The incumbent must have demonstrated project management and business analysis skills. The successful candidate will be able to work in a team environment, problem solve, organize and prioritize duties, make decisions, work independently, and deal with conflicting deadlines. They will also have a strong ability to research, troubleshoot and analyze data along with excellent oral and written communication skills.



Please apply online:


Sheridan welcomes diversity in the workplace and encourages applications from all qualified individuals, including visible minorities, Indigenous People, and persons with disabilities. In accordance with the Accessibility for Ontarians with Disabilities Act (AODA), Sheridan is committed to accommodating applicants with disabilities throughout the hiring process.  At any stage of the hiring process, Human Resources will work with applicants requesting accommodation.


Note: Copies of educational credentials are requested at the time of an interview. As a condition of employment, Sheridan requires confirmation of educational credentials in the form of an official Canadian transcript or an official evaluation of international credentials which determines Canadian equivalency.


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