AddressAre you ready to take your career to the next level? We are seeking a dynamic and highly skilled individual to join our Digital Applications Team as an Application Support Engineer (CRM). In this pivotal role, you will collaborate closely with our CRM Team, contributing to the delivery and support of cutting-edge CRM solutions based on MS Dynamics 365.
Role Overview:
As an Applications Support Engineer (CRM), you will play a crucial role in ensuring the stability, security, and up-to-date functionality of our CRM platform. You'll be at the forefront of providing second-line technical support to CRM users, owning essential application administration tasks, and managing changes to the environment.
Main Accountabilities:
- Provide System Admin support for CRM applications based on Microsoft Dynamics 365.
- Own ongoing system administration tasks, including user administration.
- Deliver second-line support for incidents and support requests.
- Manage tickets in alignment with Service Level Agreements (SLAs).
- Collaborate with 3rd line owners to track and resolve service tickets.
- Represent CRM changes to the Change Authority Board (CAB).
- Provide updates/reports to system owners and key stakeholders.
Customer Service Focus: Your role will extend beyond technical expertise; you'll actively engage with users to gather feedback, contributing to the continuous improvement of the CRM application and reducing support ticket volume. Supporting the CRM Team with their development roadmap will also be part of your key responsibilities.
Knowledge, Experience, and Skills:
- Proven experience with Dynamics 365, covering administration, configuration, workflow, deployment, security, and reporting.
- Excellent analytical and problem-solving skills along with great written communication skills for knowledge articles, training content, and business updates.
- Broad IT skills and a demonstrated aptitude for technology.
- Exceptional customer service skills and interpersonal skills.
- Organisational prowess with the ability to prioritise and meet deadlines.
- Familiarity with IT governance principles, including security, data, and compliance.
- Technical knowledge of Microsoft technologies (e.g., PowerApps/Azure)
- Change Management experience, representing Changes and exposure to CRM Development is desirable
Key Capabilities:
- Team Development: A commitment to developing technical skills through knowledge sharing.
- Problem Management: Proactive in capturing and resolving recurring incidents as part of the Problem Management process.
- Continuous Improvement: Stay on top of industry best practices and trends, adapting to changes in technical and compliance requirements.
- Customer Excellence: A customer-first attitude with a focus on improving the customer experience.
- Communication: Excellent interpersonal skills, particularly under pressure, with the ability to explain diverse technical topics in easy-to-understand language.
- Change Leadership: Act as a teacher and change leader, helping customers learn and understand new concepts.
- Willingness to further develop CRM skillset.
If you're ready for a challenging yet rewarding role that allows you to make a significant impact on our CRM solutions, apply now and be part of a team that values innovation, collaboration, and continuous improvement. Join us in shaping the future of our digital landscape!
Role Closes: Friday 23rd February
