Microsoft Dynamics 365 CRM Configuration Specialist

Why you’ll love working here:

• high-performance, people-focused culture

• our commitment that equity, diversity, and inclusion are fundamental to our work environment and business success, which helps employees feel valued and empowered to be their authentic selves

• learning and development initiatives, including workshops, Speaker Series events and access to LinkedIn Learning, that support employees’ career growth

• membership in HOOPP’s world class defined benefit pension plan, which can serve as an important part of your retirement security

• competitive, 100% company-paid extended health and dental benefits for permanent employees, including coverage supporting our team's diversity and mental health (e.g., gender affirmation, fertility and drug treatment, psychological support benefits of $2,500 per year, parental leave top-up, and a health spending account).

• optional post-retirement health and dental benefits subsidized at 50%

• yoga classes, meditation workshops, nutritional consultations, and wellness seminars

• the opportunity to make a difference and help take care of those who care for us, by providing a financially secure retirement for Ontario healthcare workers

The Pension Application Development Team (PAD) is looking for an experienced individual to fill a permanent, full-time Microsoft Dynamics 365 CRM Configuration Analyst role supporting Pension Platforms. This role is responsible for configuring, extending, and governing Microsoft Dynamics 365 CRM to support HOOPP Pension Operations, employer services, member services, interactions, obligations, cases, issues, and operational workflows. The role focuses on configuration-first solutions using Dataverse entities, relationships, forms, views, dashboards, business rules, workflows, Power Automate flows, and security controls, while ensuring CRM continues to operate as a trusted operational platform within the broader pension technology architecture. The successful candidate will work closely with Product, Business Analysts, Pension Operations, Employer Services, Member Services, API teams, Architecture, QA, Information Security, and release teams to deliver CRM changes that are secure, auditable, maintainable, and aligned to HOOPP business processes.

• Configure and govern Dataverse tables, relationships, forms, views, dashboards, workflows, queues, activities, and model-driven applications.

• Deliver configuration-first solutions using Dynamics 365 CRM, Dataverse, business rules, workflows, and Power Automate before recommending custom development.

• Manage security roles, business units, teams, access controls, and field-level security for sensitive data.

• Support CRM capabilities for employer, member, interaction, correspondence, obligation, case, and issue management processes.

• Maintain documentation, release notes, configuration standards, and operational procedures.

• Support data quality, validation, duplicate prevention, governance, privacy, audit, accessibility, and retention requirements.

• Collaborate with API, data, architecture, QA, security, and operations, teams to support integrations and data alignment.

• Assess impacts of CRM changes on integrations, reporting, workflows, dashboards, and user access.

• Support deployments, upgrades, testing, environment management, production validation, troubleshooting, and operational readiness.

• Promote reusable standards, release discipline, supportability, and long-term platform stability.

• Degree or diploma in Information Systems, Computer Science, Engineering, Business, or related discipline, or equivalent experience.

• 5+ years of Dynamics 365 CRM experience and 3+ years of Dataverse and Power Platform experience. Experience with the Customer Service module is an asset.

• Expertise configuring entities, relationships, forms, views, dashboards, workflows, queues, activities, and model-driven applications.

• Strong knowledge of CRM security, access controls, service accounts, and sensitive data management.

• Experience supporting enterprise CRM environments, releases, testing, validation, and post-production support.

• Experience integrating CRM platforms with APIs, reporting tools, and enterprise systems.

• Strong troubleshooting, documentation, governance, and stakeholder collaboration skills.

• Experience working within regulated or high-trust environments.

• A Microsoft certifications such as PL-200 Power Platform Functional Consultant, PL-400 Power Platform Developer, MB-210 Dynamics 365 Sales Functional Consultant, or MB-230 Dynamics 365 Customer Service Functional Consultant.