Education

• Computer science, IT or other relevant numerate discipline
  

Experience

• Experience in the user Microsoft Dynamics 365 and its implementation across various business functions such as services, sales etc.
  
• Proficient in Microsoft CRM tools and the Microsoft Power Platforms i.e Power BI, Power Apps, and Power Automate.
  
• demonstrate excellent presentation skills, Stakeholder Management, and Exceptional written and verbal communication skills
  

Project and Stakeholders Management:

• Conduct sanity checks on all deployed CRM modules and features to ensure stability and performance.
  
• Coordinate User Acceptance Testing (UAT) and facilitate the development of Business Requirement Documents (BRDs) with all relevant stakeholders.
  
• Engage stakeholders to gather feedback and align CRM functionalities with evolving business needs.
  
• Track project milestones and ensure timely delivery of CRM enhancements and deployments.
  

Application Support:

• Act as the liaison between end users, vendors, service providers, and the IT team to ensure seamless communication and issue resolution.
  
• Identify and design CRM-related report requirements, including list views, dashboards, and analytics.
  
• Configure workflow rules, business processes, and automation based on user requirements.
  
• Collaborate with internal and external teams to ensure the CRM environment is properly configured, maintained, and optimized.
  
• Provide technical support and troubleshoot software issues, working closely with both end users and technical teams.
  

Help Desk Support:

• Respond promptly to user and system issues, providing effective troubleshooting and resolution.
  
• Analyze recurring issues and communicate findings to assess needs and propose long-term solutions.
  
• Work closely with business leaders to translate requirements into configuration and customization solutions that meet delivery and project goals.
  
• Maintain monthly usage statistics and monitor CRM adoption to identify gaps and recommend business solutions.
  

Continuous Improvement and Innovation

• Identify improvement opportunities and assist in implementing enhancements that maximize the value of the CRM solution.
  
• Stay updated on Microsoft Dynamics 365 updates and industry trends to recommend innovative features and tools.
  
• Evaluate feedback and usage data to refine CRM strategies and ensure alignment with organizational goals.