Business Systems Specialist, Transformation Implementation Office (TIO) at Laurentian University

Required Position

Term Appointment until December 17, 2027

Responsibilities

Reporting to the Lead Transformation Officer, The Business Systems Specialist supports Laurentian University’s Transformation Program by implementing a new Student Relationship Management (SRM) system to improve student support from admissions through alumni engagement. This role governs the strategic alignment and implementation of the Student Relationship Management (SRM) system, directing cross-functional process re-engineering efforts. The incumbent acts as the principal authority for translating high-level institutional strategy into technical requirements, ensuring successful system adoption across the entire student lifecycle.This position will bridge business and technology by translating stakeholder needs into functional requirements, supporting testing and validation, facilitating change management, and overseeing the migration of CRM modules into the SRM platform Business Systems Analysis & Process Design

Lead the enterprise-wide design of cross-functional processes for the new Student Relationship Management (SRM) system (Fusion), integrating recruitment, registration, advising, and student success functions across academic, Finance, and HR units Consult and collaborate with stakeholders across student services and related units to gather, document, and translate business needs into detailed functional and non-functional requirements for the Fusion SRM solution Map and document current and future-state student lifecycle processes (e.g., admissions, registration, advising, case management, appeals, graduation) Analyze existing workflows, identify systemic pain points, and recommend strategic process re-engineering and automation opportunities to support operational efficiency and enhance the student experience Ensure all new process designs and system requirements align with institutional strategic priorities, policies, and regulatory compliance Apply advanced knowledge of enterprise SRM/CRM and Student Information System (SIS) integration patterns (e.g., SugarCRM, Ellucian/Colleague, Ethos) to inform solution design Collaborate with the IT development team to validate requirements, participate in solution design workshops, review configurations, and ensure the effective incorporation and integration of internal workflow systems (e.g., Jira) into the SRM modules for seamless end-to-end service delivery and case management tracking

Implementation, Testing & Change Management

Define and lead the functional testing strategy, including the development and execution of complex test cases for functional, integration, and user acceptance testing (UAT) across multiple integrated systems Governs and oversees the data migration strategy, managing data validation, data cleansing, migration, and readiness activities between legacy and new systems Design, lead, and execute comprehensive change management and adoption plans for all student-facing units affected by the SRM implementation Design and contribute to advanced user training materials and documentation to facilitate successful system adoption and ensure business readiness Provide leadership for post-implementation support, issue escalation, and ongoing system optimization to ensure a smooth and sustained transition to the new platform

Program Support & Stakeholder Collaboration

Serve as a standing member or chair of the SRM Steering Committee and Working Group, driving strategic alignment and ensuring that business requirements and design decisions are consistently represented and aligned with institutional objectives at the executive governance level Work closely with the Transformation Program team, Project Manager, and Work Stream Leads to track progress, report on risks, and meet critical program milestones and deliverables Lead and participate in cross-functional coordination efforts to ensure the Fusion SRM project is fully aligned with other institutional modernization initiatives Act as the primary liaison between business stakeholders (users) and the IT development team to prioritize and resolve complex technical and functional issues identified during testing and post-implementation Lead communication and engagement efforts across diverse stakeholder groups to manage expectations, build buy-in, and address resistance to change

Perform other duties as assigned

Qualifications

Bachelor’s degree in Business Administration, Information Systems, Education Administration, or a related field Five (5) to Eight (8) years of relevant experience ideally within a higher education environment, with direct experience leading or supporting student-focused processes such as recruitment, residence, awards, enrollment Experience with Student Information Systems (SIS) and/or Student Relationship Management (SRM/CRM) platforms such as Sugar CRM, Salesforce, or Ellucian is required Demonstrated experience in business process mapping, requirements documentation, and system implementation Certified Business Analysis Professional (CBAP) OR International Institute of Business Analysis (IIBA) Knowledge of Registration, Student Success, or Enrolment Services operations within a higher education environment is preferred Excellent Verbal and Written Communication Skills Demonstrated problem-solving, attention to detail, and conflict resolution skills Excellent organizational and time management skills; ability to meet deadlines Excellent analytical and critical thinking skills Proven ability to manage multiple projects and priorities simultaneously in a fast-paced environment Proven discretion and sound judgment when managing highly confidential business, financial, or personnel data Experience with Student Information Systems (SIS) and/or Student Relationship Management (SRM/CRM) platforms such as Sugar CRM, Salesforce, or Ellucian Demonstrated experience in business process mapping, requirements documentation, and system implementation Knowledge of Registration, Student Success, or Enrolment Services operations is preferred Ability to read, write, and speak French would be an asset

***We are aware that some applicants are experiencing difficulty using our careers portal. Should you complete an application through our online form and receive an error, please submit your application to [email protected]*** The official University hours of operation shall be from 9:00 a.m. to 4:30 p.m., Monday through Friday, during, and including, the months from September to April, and from 8:30 a.m. to 4:00 p.m Monday through Friday during and including May to August., amounting to thirty-three and three-quarter (33.75) hours per week At Laurentian University, we recognize that work-life balance is essential for both personal well-being and professional success. Our policy offers employees some flexibility to better balance personal needs while maintaining effective service delivery Laurentian University is an inclusive and welcoming community committed to employment equity. Applications are encouraged from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities, and persons of all sexual orientations and gender identities/expressions. Laurentian University’s bilingualism policy provides a provision regarding the language requirement for persons self-identifying as First Nations, Métis or Inuit Laurentian University is committed to providing an inclusive and barrier-free experience to applicants with accessibility needs. Requests for accommodation can be made at any stage during the recruitment process. Please contact Human Resources for more information ([email protected]).