Job Description
This role is responsible for the management and development of CRM, to ensure full utilization and tailoring of the platform to match and support business objectives, using agile techniques and strategies. This role will review and analyses business processes, services and information needs with a view to implementing change management initiatives to improve the user experience and increase productivity. A vital part of the role will be training users across the business and being the CMR champion.
Key Tasks And Responsibilities
Business Analysis
Consult and liaise with stakeholders to gather and confirm business requirements
Partner with key stakeholders to identify how business requirements can be delivered to ensure improved user experiences and reduced cost and time impacts.
Collaborate with other business analysts to test and verify that solutions meet the business requirements
Provide expert support to key stakeholders in managing system and process changes
Provide expert advice on application solutions
Produce functional, technical and system design documentation
Create test scenarios for applications and enhancements, ensuring functional requirements are met
Facilitate testing of new functionality rollouts
Utilize and champion agile techniques to deliver on competing requirements
Participate in key meetings with the business including requirement sessions, system demos, user acceptance testing, and end user training
System Support and Maintenance
Oversee all system maintenance and configuration, including user set up, roles, profiles, groups, queues, security and permissions, workflows and validation rules, custom objects and fields
Supervise and advise on all system enhancements
Monitor and analyze site metrics, system performance, and user activity
Perform new release evaluations and execute new functionality rollouts
Lead continuous improvement initiatives to improve user experiences and increase efficiencies
Regularly audit data to uncover data integrity issues and/or opportunities for process improvements
Develop complex reports and dashboards to support the delivery of business key metrics.
Deliver effective training modules and user guides
Identify and develop super user knowledge and capabilities across the business
Project Management
Lead all CRM projects and initiatives.
Assess project requirements and identify suitable resources, internal or external.
Interact with third party vendors and developers where appropriate
Skills And Competencies
High level problem solving and analytical skills
Excellent communication and interpersonal skills
Active listener with the ability to think strategically and solve problems
Superior organization skills including outstanding accuracy and attention to detail
Excellent time management skills and ability to priorities tasks, use initiative and be self-directed to meet deadlines
Committed to developing skills and knowledge.
Qualification, Knowledge And Experience
Bachelor’s degree in Computer science or Information technology required.
Minimum of 3 years’ experience in CRM implementation, configuration, system design or related business experience.
Excellent knowledge of the Dynamics CRM 365 Product and hands on experience configuring the product including: Entity Creation, Workflows, Business Rules, Business Process Flows, etc.
Extensive experience in data modelling, process mapping and specification documentation
Strong project experience translating client business needs into software capabilities.
Experience in developing, implementing and maintaining system processes and procedures
Microsoft Dynamics CRM certifications strongly preferred.
SQL experience.
Experience in middleware integrations, API administration
Proficiency in ASP.NET, C#, and service-oriented architecture.
Apply via :
oldmutual.wd3.myworkdayjobs.com
