Job Description

Assignment: RQ08784 - Solutions Designer - CRM - Senior

Job Title: Solutions Designer - CRM

Requisition (SS): RQ08784

Start Date: 2025-02-17

End Date: 2026-03-31

Client: Labour and Transportation Cluster

Office Location: 87 Sir William Hearst Ave., Toronto, Ontario M3M 0B4

Organization: Labour and Transportation Cluster

Extension # of Days: 250.00

Ministry: Ministry of Transportation

# Business Days: 282.00

Note: Candidate must be available to come to the office as required

Must haves:

• 10+ years of full cycle software development including requirements, design, development, optimization, testing, implementation, and support.

Description

Project Background Information

• Ontario is driving a stronger economy through its recent investments into skilled trades and apprenticeship programs to support job seekers and attract students to lucrative careers in trades. Along with Ontario's investments into healthcare, manufacturing, and construction sectors, this will result in a stronger demand for labour relations services. Many of these new careers are represented by unions and employers involved in collective bargaining.
• The Labour Relations Solution Division (LRSD) in MLITSD plays a critical role in fostering, supporting, and maintaining a harmonious, constructive, and productive labour relations climate in Ontario by providing neutral third-party assistance (i.e., conciliation, mediation, and appointment of arbitrators) to employers and unions throughout all public and private sectors in Ontario. It also provides the infrastructure to support the legal processes and administration of collective bargaining for public and private businesses, in addition to providing neutral data analytics and evidence to support businesses in estimating their collective bargaining costing. Its key services offer pathways (and in some cases, the only one) for businesses to legally seek Dispute Resolution Services (DRS) e.g., the resolution of grievances when there are perceived contraventions of collective agreements; and legislatively proceed with work disruptions (i.e. strikes, lock-outs) via no-board reports.
• Under section 122.1 (4) of the Labour Relations Act (LRA), the Minister has delegated authority to the Director of DRS in LRSD corresponding to the request, application, notification, report or filing of service requests. To support LRSD in facilitating and processing collective bargaining services, LRSD uses an existing existing legacy labour relations case management system. However, this system is over a decade old and no longer sustainable. It's unable to keep up with client expectations, and there is a high probability that its functionality will cause long-term and permanent damage to service delivery. This would result in potential impacts to LRSD's ability to facilitate collective bargaining deals due to an inability to process requests quickly or keep up with increased demand, harm MLITSD's credibility and mandate to settle workplace disputes and meet objectives under the LRA, and impact workers' collectively bargained working conditions. These impacts echo into public and private sector impacts that have significant repercussions, e.g., work disruptions in the education and municipal sectors, in addition to key ministries such as TBS, who rely almost entirely on MLITSD for its collective bargaining and arbitration datasets to conduct their analysis, costing and collective bargaining on behalf of the Ontario Public Sector. Increased strikes or lockouts can also affect employers through loss of production and customers; employees, families, and workers through reduced or loss of income, and students through decreased accessed to learning tools.

Responsibilities/Assignment Deliverables:

• The Consultant is required to work with clients and various stakeholders to address the ongoing M&S tasks, considering business implications and requirements for enhancing the functionality of LR Gateway (LRG) application. The consultant will be responsible for providing day-to-day guidance to other team members, hands-on support services related to the development, management of project-related documentation, and plans as well as facilitation of project tasks. Other responsibilities will include undertaking detailed analyses to identify key business issues as well as coordinating and executing the delivery of specific project activities.
• Perform day to day development activities on the Salesforce.com platform.
• Support the creation of customizations and integrations required to the LRG application in production.
• Configure the Salesforce.com application based on the business requirements.
• Apply best practices and experience to build Salesforce.com applications.
• Perform Root Cause Analysis (RCA) and provide resolution to production issues and incidents; debug issues identified during phase 2.
• Work closely with other developers in the vendor team, business analyst, QA analyst and project managers.
• Research Salesforce.com capabilities as needed to suit business requirements and provide gap analysis.
• Contribute to the preparation of business cases, initiating and recommending next generation Salesforce solutions, based on technology, service gap analyses, risk, and business value to OMSB and customer base. Identify, consult with, and advise OMSB on solution technologies to facilitate business practices and promote the cost-effective application of solutions that satisfy client requirements.
• Create actionable technical documentation based on gathered business requirements.
• Assist with scoping and planning of various CRM related projects and initiatives.
• Perform routine administration functions for Salesforce.com.
• Create documentation, including training documentation and release notes.
• Participate in cross-functional teams that address strategic business issues.
• Support the branch in developing and implementing the technical solutions needed as well as providing operational support ensuring that any technical glitch can be quickly addressed.
• Support Quality Assurance (QA) and User Acceptance testing teams to code, test, and debug extensions/tools integration services
• Participate in code reviews sessions (scheduled and unplanned releases)
• Work with the testing teams to aid in preparation of the Test Plan for Unit and Integration testing.
• Prepare fully documented operational procedures for system and production system support staff as required.
• Provide problem resolution support to database staff, system and user acceptance test teams, and other staff members.
• Co-ordinate system development, production support activities, and technical consultative support to other staff members.
• Provide knowledge transfer to ministry staff at all stages of this assignment.
• Resolve defects as required and help prepare implementation plan.

Skill Set:

• Salesforce Delivery Lead and Implementation experience
• Agile experience, leading and coordinating a development team as a technical expert.
• Development experience on the Salesforce platform; specifically with Public Sector Foundation Experience
• Certified Salesforce Developer
• Experience integrating Salesforce.com with other applications.
• Strong communication skills
• Excellent interpersonal skills, including:
  • Group facilitation/team management
  • Relationship management and effective collaboration
  • Stakeholder partnership
  • Knowledge transfer to the Client
• Experience with business methodologies and tools, including:
  • Business analysis
  • Performance measurement
  • Logic models
• Experience working in programs consisting of multiple highly inter-dependent projects.
• Experience in the development of feasibility studies; business case development and cost benefit analysis.
• Excellent analytical, problem-solving, and decision-making skills; verbal and written communication skills; interpersonal and negotiation skills.
• Knowledge of, and experienced with the following computing environments:
  • Database: Oracle
  • CRM: Salesforce Public Sector
  • Business Intelligence: MS-Power BI, ETL
  • Operating Platforms: Unix (Solaris, AIX, Azure Cloud)
  • Web/Application Servers: WebLogic, Microsoft IIS
  • Configuration/Builds: DevOps, Ant. Etc.
  • Other technologies such as, UML Modeling tools, Eclipse, Junit, and Log4J
• Proven Experience with all stages of automated system implementation in large, complex, high-volume systems in Cloud environments, with online Mainframe Transactions
• Demonstrable knowledge and experience in working in accordance with policies and procedures of Ontario Public Service.
• A team player with the ability to work with competing priorities and strict deadlines.
• Proven ability to perform to successful completion assignments of high magnitude and complexity.
• Knowledge of the bargaining process in the Labour Relations Act (e.g conciliation, interest arbitration and grievance arbitration),
• Experience in developing Salesforce LWCs following ODS (Ontario Design System)
• Experience in developing Salesforce LWCs following accessibility standards (AODA)
• Experience in building bi-lingual apps
• Experience in integrating Salesforce with SharePoint, Security API's and SendGrid.
• Salesforce Application Architect certification
• Salesforce System Architect certification
• Expert knowledge and building with Apex code, custom Lightning Web Components (LWCs), Flows , system configurations
• Expert knowledge of Salesforce Object Query Language (SOQL)
• Troubleshooting, advising, leading and debugging to support business team with bug resolution
• Knowledgeable of source code control
• Expert with DevOPS, GIT, Visual Studio

Evaluation Criteria:

Technical Skills - 45%

• 10+ years of full cycle software development including requirements, design, development, optimization, testing, implementation, and support.
• 10 years of development, configuration, and testing experience on the Salesforce platform; Salesforce Development with Salesforce Public Sector foundation, Service Cloud /Sales/ Azure Cloud knowledge.
• Heavy understanding of Object Model features and functionality of Salesforce configurations.
• Knowledge on Process Builder, Workflow rules, Approval process, Assignment rules and Profiles and Roles in Salesforce.
• Certified Salesforce Developer.
• Maintaining Salesforce deployment and best practices.
• Experience in Agile Methodology DevOPS/Confluence).
• Experience integrating Salesforce.com with other large-scale applications.
• Participation in each phase of Ull Salesforce.com Lifecycle implementations and creating web interfaces for large-scale websites.
• Experienced in defining systems strategy and requirements, designing and prototyping, planning testing, and supporting training efforts.
• Experience with Responsive frameworks.
• Experience defining product strategy and roadmap and translating into actionable delivery team activities using Salesforce.

Analytical & Problem Solving Skills - 30%

• Conduct research and assessment of options for technical design issues
• Contributing to design/development project plans, including work breakdown
• Working with business analysts to translate the business requirements and functional specifications into an application design appropriate to meet the business and operational/IT needs.
• Working with technical systems specifications and translating them into working, tested applications for large, complex, mission critical applications
• Work with Quality Assurance (QA) to code, test, and debug extensions/tools integration services
• Analysis, design and development work on complex, multi-tier web-based applications, micro-services architecture, mobile, and off-the-shelf solutions
• Proven technical leadership skills with ability to identify areas for improvement and recommend solutions.
• Designing, developing, and implementing applications that work across modern browsers and various platforms, and mobile devices.
• Conducting technical analysis, program code, detailed programming reports and specifications, program design, writing and/or generating code, and conducting tests
• Conducting technical evaluation and assessment of options for technical design issues, application figuration aspects and integration capabilities, related tools and utilities, gap analysis of integration components to technical requirements/specifications/documentation
• Experience with Software Development Lifecycle (SDLC)

Business Analysis Skills - 15%

• Experience with gathering business requirements
• Experience translating business requirements into project delivery timelines and estimates.
• Experience in programming and analysis at the specified experience level
• Experience in structured methodologies for the development, design, implementation, and maintenance of applications

Communication, Consultation & Negotiation Skills - 10%

• Ability to build good working relationships.
• A team player with a proven track record for meeting strict deadlines
• Good verbal and written communication skills.
• Good analytical and problem-solving skills.
• Excellent ability to present to a technical and non-technical audience.
• Experience with effective stakeholder management through facilitation of workshops, communication, negotiation & consensus building
• Experience with demonstrating developed features and gaining user acceptance.
• Experience with advising on business analysis policies, processes, best practices, and standards.
• Excellent communication skills

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