Business Systems Analyst

Business Systems Analyst

Montreal office, national scope · Full-time, permanent · Bilingual French and English

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About Charton Hobbs Group

Charton Hobbs Group (CHG) is a Canadian organization representing a portfolio of leading businesses across the wine and spirits industry. Through Charton Hobbs, Authentic Wine & Spirits Merchants and Escalade, we represent an extensive portfolio of brands and work closely with our partners to build brands and deliver results in the Canadian market.

As our Business Systems Analyst, you will keep the platforms that run Charton Hobbs Group’s commercial operations reliable and their data trusted. You will lead Tier 2 and Tier 3 support and analysis for Microsoft Dynamics 365 Business Central (ERP), our Dynamics 365 CRM (XRM), Pawa (commercial planning) and our Power BI and Microsoft Fabric environment, which we operate like any other business platform. You will resolve issues escalated by our service desk, remove the root causes of recurring issues, assess the impact of changes and make sure that what we release works as intended for sales, marketing, supply chain and finance teams across Canada. If you enjoy troubleshooting across systems and getting to the root of a problem, this role is for you!

Key Accountabilities

• Own Tier 2 and Tier 3 support for Business Central, Dynamics 365 CRM (XRM), Pawa and Power BI, including the integrations between them. Diagnose escalated issues, prioritize them by business impact and keep users informed until the fix is confirmed.
• Isolate each issue as data, configuration, access, integration or defect, and resolve what can be fixed at platform level: configuration and master data corrections, failed workflows, integration reprocessing, and refresh and pipeline restarts.
• Escalate code-level defects to our BI development team, Microsoft or our solution partners with a complete diagnosis, and own the case through to a validated fix.
• Turn recurring incidents into documented root causes and permanent fixes, and proactively monitor refreshes, integrations and expiring service credentials.
• Work with the business to gather requirements, map processes across platforms and assess the impact of proposed changes on data, integrations, reports and users.
• Reconcile data across platforms, such as CRM goals against reporting, plans against ERP actuals and orders against invoices, and explain the differences in business terms.
• Apply one change and release process to every platform: test environments, user acceptance testing, regression checks, release notes and post-deployment validation.
• Maintain security roles and access design, the platform inventory, runbooks and a knowledge base our service desk can use.
• Manage day-to-day support cases with Microsoft, Pawa and our development partners, and provide our Training & Technology Adoption team with release notes and practical how-to content.

What Will Make You Successful at Charton Hobbs Group

You approach problems methodically. You distinguish a data issue from a configuration, access or integration issue before proposing a solution, and you follow each case through to a confirmed resolution rather than simply passing it along. You can trace an order, plan or figure across systems, explain a technical cause in terms that make sense to sales, planning or finance teams, and follow through on your commitments. You learn new platforms quickly and document what you learn so the next person can work more efficiently.

Minimum Requirements

• Degree in information systems, computer science, engineering or business administration, or equivalent experience.
• At least three years of experience in Tier 2 or Tier 3 application support, business systems analysis or functional consulting on Microsoft business applications.
• Hands-on experience with at least two of the following: Dynamics 365 and Dataverse (model-driven apps, security roles, Power Automate); Business Central or another ERP; Power BI (semantic models, DAX, refresh, row-level security); or a planning, budgeting or forecasting platform.
• Strong SQL skills and the ability to investigate discrepancies between systems independently.
• Ability to read integration logs, JSON payloads, and API or connector errors.
• Structured support practices, including ticket management, prioritization, root-cause analysis and knowledge-base documentation, ideally based on ITIL practices.
• Experience testing and releasing changes, including test scenarios, user acceptance testing, version management in Azure DevOps or Git, and release notes.
• Fluency in French and English, spoken and written, to support our users in French in Quebec and in English in Ontario and Western Canada.

Assets

• Experience with Microsoft Fabric, including lakehouses, pipelines and notebooks, or Azure Data Factory.
• ITIL 4 Foundation or a Microsoft certification in Power BI, Power Platform, Business Central or Fabric.
• Experience with IT general controls, such as access reviews and change documentation, in an audited environment.
• Experience in the alcoholic beverage, consumer packaged goods or distribution industries, and familiarity with provincial liquor board data.
• Experience using Copilot or AI agents to automate support and monitoring tasks.

How to Apply

Interested in joining Charton Hobbs Group? Apply today!

Charton Hobbs Group is an equal opportunity employer committed to providing an inclusive and accessible recruitment process. We welcome applications from qualified candidates of all backgrounds and experiences. If you require accommodation at any stage of the recruitment process, please let us know.

We thank all applicants for their interest; however, only candidates selected for an interview will be contacted. The responsibilities listed above are representative of the role and are not intended to be an exhaustive list of all duties.

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