Vacancy expired!
The Dynamics Functional Analyst provides senior-level implementation and administrative support for the Enterprise CRM, Microsoft Dynamics 365 (D365) cloud-based solution. This includes working closely with the Business, implementing new functionality, troubleshooting critical issues, managing system upgrades, providing day-to-day administrative support, and championing the “Dynamics Culture”. Mentors other CRM team members and may be cross trained to assist with other critical, Enterprise systems and applications. A senior-level CRM administrator will have a bachelor’s degree in Information Systems, Marketing, Business, or an equivalent mix of education and experience. They must have at least three years of hands-on, CRM experience, preferably with Microsoft’s, cloud-based CRM product. D365 certification is required; Power Platform Certification is preferred. May act on behalf of Enterprise CRM Manager in their absence. Responsible for maintaining confidential Member/prospective Member information.
Essential Duties and Responsibilities:1) Provides senior-level implementation and administrative support for the cloud-based, D365 CRM System to ensure highly available system access to team members across the Enterprise. Mentors other CRM team members.2) Coordinates and maintains multiple, cloud based, D365 environments to support development, testing, training, and production.3) Responsible for the migration of member data and other info residing in current CRM, Prism, to D365. Assists with testing and validation of migrated data, when necessary.4) Identifies, recommends, and implements approved quality and efficiency improvements to CRM processes by collaborating with cross-functional stakeholders; optimizes system functionality and recommends continual enhancements to 360° view of our members’ relationship using various system and data integrations.5) Creates custom, enterprise, and departmental dashboards to facilitate reporting and monitoring of CRM usage, activity, Enterprise and/or Organizational initiatives, marketing campaigns, etc.6) Responsible for troubleshooting critical system, application, and connectivity issues by collaborating closely with IT infrastructure and various vendors, including Microsoft. Communicates system downtime and resolution to the Org following standard, internal, communication protocols. Maintains system downtime metrics and reports to VP of System Operations monthly7) Responsible for software release oversight and testing. Partners with Software Quality Assurance (SQA) to create test scripts, including scripts for integrated third-party systems and data integrations. Critical stakeholder during planning and execution of periodic system upgrades released by Microsoft. Partners with Internal Communications and Change Management resources; follows standard protocols to communicate system changes, new functionality, etc.8) Assists Business Analyst with line of business process reviews and functional and technical design. May participate in testing and validating new functionality and documenting results in software tracking tools, such as Jira9) May assist with testing to validate system functionality and data integrity. Provides Help Desk-type support for application-related questions for all system end users.10) May assist with tracking and consumption of all D365 licenses to ensure adequate number is available to support the Enterprise’s needs, including Member Care North; includes read-only access to more robust licensing required for Customer Service, Sales & Marketing, Digital Messaging & Omni Channel functionality, as well as licensing for Virtual Agent chatbot sessions.11) May assist with the maintenance of control systems authorizing employee/contractor access rights, security settings, and user privileges.12) Collaborates with vendors resources responsible for D365 Knowledge Management (KM) functionality. May be responsible for publishing newly created and/or revised KM articles that have successfully progressed through the approval process.13) To support organizational adoption of the “Dynamics Culture”, the Senior CRM Administrator partners with Talent and Change Management Departments to create “awareness” training material for all new employees. Supports creation of comprehensive training materials for frequent end-users (Retail, Member Care, other member-facing employees, etc). Includes Case Management training materials for back-office employees supporting member-facing departments (Settlement Services, Card Services, etc.). Utilizes and/or recommends Dynamics 365 Training University, when appropriate,14) May be the primary point of contact for auditors, examiners, and appropriate internal resources responsible for monitoring and auditing access to and usage of D365 system15) May be an active participant in MS Dynamics user community; recommends implementation of best practice functionality to continually enhance CRM application When applying, please include LEGAL Name: Email: Mobile#: Location: Rate (W2 or 1099/C:C): H1/EAD/Visa/Citizen: Education and Certifications:Vacancy expired!