Manager, CRM and Case Management Solutions – National Research Council Canada

Title of the Job: Manager, CRM and Case Management Solutions

Location: Ottawa, ON

Job Description: Priority may be given to the following designated employment equity groups: women, Indigenous peoples* (First Nations, Inuit and Métis), persons with disabilities and racialized persons*.

• The Employment Equity Act, which is under review, uses the terminology Aboriginal peoples and visible minorities.

Candidates are asked to self-declare when applying to this hiring process.City: OttawaOrganizational Unit: Knowledge, Information and Technology ServicesClassification: CS-4Tenure: ContinuingDuration:Language Requirements: Bilingual Non-imperative BBB/BBBWork Arrangements: Due to the nature of the work and operational requirements, this position is eligible for a hybrid work arrangement (combination of working onsite and telework). Employees in this position who telework will be required to travel to the identified work site at least three times per week at their own expense.We recognize that Indigenous candidates may have important connections to their communities. If you are an Indigenous candidate, you may be eligible for an exception to this work arrangement. To learn more, please contact the hiring team, using the contact information below.Discover the possibleAnything is possible at the National Research Council (NRC). As Canada’s leading research and technology organization, our world-renowned research pushes the boundaries of science and engineering to make the impossible, possible. Every day we explore new ideas through innovative research and help companies discover possibilities that impact Canada’s future and the world.At the NRC, you’ll also discover new possibilities. Our supportive workplace fosters a culture of creativity, welcoming fresh perspectives and innovation at all levels. We value teamwork. You’ll collaborate across multiple fields and with the brightest minds to find creative solutions. Most importantly, you’ll discover what’s possible within you as you grow, make valuable contributions and progress in your professional journey. From ground-breaking discoveries to a life-changing career, discover your possible at the NRC.The RoleWe are looking for a Manager, CRM and Case Management Solutions to support our Knowledge, Information and Technology Services. The successful candidate would be someone who shares our core values of Integrity, Excellence, Respect and Creativity.You may be the leader we are seeking to modernize NRC’s CRM and Case Management Solutions. This isn’t just about leading the team; it’s about empowering them. You’ll spearhead a group of motivated professionals, cultivating their skills, and driving them to implement the latest technologies and best practices.The Key Activities of this position are:

• Overseeing the strategy and execution of CRM and Case Management initiatives, ensuring the delivery of high-quality solutions on time and within budget.
• Management of the CRM/Case Management team through subordinate team leaders, technical advisors and project teams in order to facilitate the full range of solutions development and technical support; performance planning, work process and standards development, and problem management for the CRM/Case Management platform, Microsoft Dynamics, as well as Microsoft Power Pages and Power Apps, and Microsoft Fabric.
• Provision of expert technical advisory services and guidance to senior management, internal clients and partner organizations, such as Shared Services Canada.
• Chairing and facilitation of project-related meetings with project sponsors, other stakeholders and vendor representatives, as well as chairing and/or participating in departmental and interdepartmental meetings and committees.
• Management of human resources of the section and project teams, including allocation and prioritization of work, managing professional service contracts and consultants, evaluating progress, and assessing employee performance in meeting goals and objectives.
• Management of financial resources of the section and project teams, including formulation of operational budgets, expenditure management, software license management, vendor and contract management, and software life cycle management.

Screening CriteriaApplicants must demonstrate within the content of their application that they meet the following screening criteria in order to be given further consideration as candidates:EducationBachelor degree in Computer Science, Computer Engineering, Information Technology or Information Systems.EquivalencyA college degree in an IT related field and relevant experience may be considered.For information on certificates and diplomas issued abroad, please seeExperience

• Recent*** and extensive** experience working in an IT delivery environment with demonstrated experience in one or more of the following areas: planning, design, development, implementation, maintenance, delivery, support of IT services, project or solutions using best practices.
• Significant* experience in managing a team using Agile methodologies to streamline development processes, ensure efficient iterations, and deliver incremental value to stakeholders.
• Significant* experience in formulating and presenting advice, analysis, and recommendations to senior management (director level and above) on product selection, solution architecture and ongoing operational decisions.
• Significant* experience in human resource management, including hiring staff and contractors, allocation and prioritization of work, evaluating progress, and assessing employee performance in meeting goals and objectives.
• Significant* and recent*** experience managing Business Applications; experience with Microsoft Dynamics and Microsoft Power Platform are a valuable asset.
• Recent*** experience with IM/IT CRM enterprise environment that support the procedures, policies, and guidelines to ensure the effective delivery, management and oversight of transfer payment programs in a public service context would be an asset.

*Significant refers to at least 2 years of experience.
**Extensive refers to at least 5 years of experience.
***Recent refers to within the last 7 years.Condition of EmploymentReliability StatusLanguage RequirementsBilingual Non-imperative BBB/BBBAssessment CriteriaCandidates will be assessed on the basis of the following criteria:Technical Competencies

• Solid knowledge of theories, principles and practices of application development, including SCRUM; the development, coordination, implementation, monitoring and maintenance of IT applications;
• Knowledge of Departmental/agency, federal, Canadian and international standards, including security, in software solutions development, implementation, operations and maintenance in order to contribute to software solutions planning and management for business applications, software components, tools and products, cloud technologies and services, and services management, and to serve as an advisor to clients and senior management.
• Ability to apply methods and techniques related to project management to conduct related cost-benefit analyses and risk management; to manage resources; to develop plans and reports; and, to plan, allocate, monitor and approve the work performed by project team members
• Knowledge of the principles of strategic and business analysis and planning, financial and human resources management, administrative management, contract management, and client consultation
• Knowledge of leadership and management theory, principles, to lead teams, manage an organization and provide guidance to other employees and consultants.
• Knowledge of CRM and Case Management systems, and related cloud architecture services, including cloud services licensing and costing; Microsoft-specific licensing and costing knowledge would be an asset.

Behavioural Competencies

• Management services – Communication (Level 4)
• Management services – Conceptual and analytical ability (Level 3)
• Management services – Organizational and environmental awareness (Level 3)
• Management services – Results orientation (Level 4)
• Management services – Teamwork (Level 4)

Competency Profile(s)For this position, the NRC will evaluate candidates using the following competency profile:CompensationSalary under reviewFrom $103,919 to $126,025 per annum.An incumbent occupying a position within the CS Group is currently entitled to receive a terminable allowance of $248 per month.In addition, the incumbent will receive the Bilingualism Bonus of $800 per year.NRC employees enjoy a wide-range of including a robust pension plan, comprehensive health and dental coverage, disability and life insurance, office closure at the end of December, and additional supports to enhance your well-being throughout your career and beyond.Notes

• Relocation assistance will be determined in accordance with the NRC’s directives
• Candidates must include a cover letter, in which they clearly demonstrate how they meet the education and experience factors listed on the poster. Candidates must use the education/experience criteria as a header and then write one or two paragraphs demonstrating how they meet them by providing concrete examples. In addition, the candidate is encouraged to describe in detail when, where and how he/she gained the experience. Failure to provide an appropriate cover letter may result in the rejection of your application. Candidates will not be solicited for incomplete or possible missing information.
• This position is being advertised internally and externally simultaneously; however, first consideration will be given to internal NRC applicants.
• Preference will be given to Canadian Citizens and Permanent Residents of Canada. Please include citizenship information in your application.
• Candidates who have Second Language Evaluation (SLE) test results with the Public Service Commission should include these results with their application.
• The incumbent must adhere to safe workplace practices at all times.
• Overtime may sometimes be required.
• A pre-qualified list may be established for similar positions for a one-year period.
• We thank all those who apply, however only those selected for further consideration will be contacted.

Please direct your questions, with the requisition number (22770) to:E-mail:Telephone: 343-596-8193Closing Date: 24 October 2024 – 23:59 Eastern TimeFor more information on career tools and other resources, check out*If you are currently a term or continuing employee at NRC, please apply through the SuccessFactors Careers module from your NRC computer.

Company Name: National Research Council Canada

Salary: $103919 – 126025 per year

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