CRM Administrator

Canadian Centre on Substance Use and Addiction - Ottawa, ON (30+ days ago)

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The Canadian Centre on Substance Use and Addiction (CCSA) changes lives by bringing people and knowledge together to reduce the harms of alcohol and other drugs on society. We partner with public, private and non-governmental organizations (NGOs) to improve the health and safety of Canadians. A non-governmental organization (NGO) with a national focus, CCSA’s vision is for a healthier Canadian society where evidence transforms approaches to substance use.

Reporting to the Director, Information Systems and Web Services, the Database Coordinator is responsible for managing CCSA’s and maintaining CCSA’s Client Relationship Management (CRM) database and Electronic Document Management System (EDMS) on a day-to-day basis in addition to database cleanup in order to ensure up to date stakeholder information. As well, the successful candidate willdevelop guidelines, procedures and support documentation.


Client Relationship Management Database (Microsoft Dynamics 365)

  • Maintains full administrative control of the CRM database, including user control, deletion control, customization and user support
  • Ensures data is adequately backed up and data integrity is maintained by performing data cleanup on a day to day basis
  • Reviews and updates CRM layout to ensure alignment with annual strategic directions activities
  • Maintains, together with the Web Coordinator, an automated subscription function between the web and the CRM
  • Ensures corporate e-blast templates are current and functional
  • Ensures the CRM is responsive to the reporting needs of the organization through the Dynamics reporting module.
  • Creates guidelines and procedures for CRM-related functions
  • Trains and provides support to staff for data entry, distribution lists, capturing client engagement and processing mail merges
  • Provides advanced training to the administrative team, especially for creating queries and sending e-mail broadcasts
  • Liaises with external consultant, as needed, to develop or modify customized reports
  • Liaises with IT, as needed, for upgrades and MS Outlook–CRM compatibility

Electronic Document Management System (M-Files, Box)

  • Maintains administrative and quality control of the EDMS
  • Develop guidelines and procedures to be used by CCSA staff to create, store, find and dispose of files in the EDMS
  • Works closely with information specialist to support information organization, retrieval and management of files (records classification, taxonomy, metadata)
  • Works collaboratively to develop and maintain pre-set metadata to ease document retrieval and controlled vocabulary to minimize end-user efforts
  • Conducts training in fundamental EDMS skills and information management (IM) as it pertains to EDMS best practices and delivers training to employees
  • Monitors and reports on staff compliance with document management protocols
  • Liaises with IT and consultant as needed for upgrades and support


  • A degree, diploma or professional certificate in Information Systems/Management, Computer science, or related field
  • Experience with database management and administration
  • Knowledge of database design and schema
  • Familiarity with electronic document management systems and IM concepts
  • Minimum of 1-2years related work experience with databases and document/records management
  • Effective interpersonal and communications skills
  • Ability to train and communicate in plain language, both verbal and written
  • Well-developed analytical and reasoning skills and the ability to understand, express and apply complex concepts and instructions
  • Strong attention to detail
  • Demonstrated ability to work both independently and cooperatively with a high degree of initiative, responsibility, efficiency and enthusiasm
  • Ability to prioritize competing priorities, multi-task and meet deadlines
  • Effective time management and organization skills
  • Exceptions Microsoft Word, PowerPoint and Excel skills


  • Ability to communicate in both official languages

Consideration of candidates will begin immediately and will continue until the position is filled. Interested candidates should submit a résumé and covering letter. We thank all respondents; however, only those candidates selected for an interview will be contacted.

Job Types: Full-time, Temporary


  • Database Coordination: 1 year (Required)
  • data cleaning: 1 year (Preferred)

Work remotely:

  • Temporarily due to COVID-19