CRM Administrator

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Work closely with the Business to gather & refine requirements, collaborate with cross functional technical and business teams, stakeholders, and SME’s to drive Dynamics CRM design, functionality, configuration, business management, service delivery, training, and performance

Employ analysis, design/architecture, configuration, and problem-solving skills to solve CRM business process issues & gaps specific to Dynamics 365 CRM

Evaluate business processes, anticipate requirements, uncover areas for improvement and assist in developing solutions

Configuration and Customization including experience in creation of custom entities, edit existing entities, creating and editing fields, supported and unsupported customizations, amending CRM schema, changing CRM UI, automation with processes, summarizing and reporting data, Security of data and functionality, and customizing mobile apps

Participate in communications between various IT and business partners

Participate in deployments, post deployment remediation efforts and support escalation as needed

Investigate, analyze, and document complex as-is business processes for use in design of new application functions

Manage and track the status of requirements throughout the project lifecycle; re-defining as necessary

Identify appropriate parameters, functions, and data to test and validate; parameters may include general function, validity of results, accuracy, reliability, and compliance with industry standards

Design, write and execute test cases and test scripts to thoroughly test company software products on multiple projects of varying size and application systems to ensure all objectives are met

Perform various degrees of testing (unit, baseline, full system, ad hoc)

Conduct testing to ensure products perform according to user requirements and within established guidelines

Identify, log, and recreate error codes, enhancements, user stories, bugs, and defects

Document all software discrepancies and work with team leadership, subject matter expert, and/or development on the resolution of those discrepancies

Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company

Assist in clarifying project scope and vision

Log and document bugs, enhancement, and product issues

Draft quality assurance policies, procedures, and knowledge articles

Qualifications
Education and/or Experience

Dynamics 365 experience is required, including implementation and support experience

High school diploma or general education degree (GED)

At least 1 year experience in Information Technology in a related field

Knowledge of application design software a plus (Figma, Balsamiq, etc.).

Exposure to Agile, Scrum and other iterative and incremental development methodologies

Knowledge of software and database testing including designing and manipulating test data, validating stored jobs, and error replication

Ability to think and act as an end-user

Must be able to interpret and implement quality assurance standards and provide accurate and comprehensive feedback to colleagues

Experience/exposure using programming languages, QA methodologies, and test management software, UI/UX applications

Ability to use logic and reasoning to identify the strengths and weaknesses of IT systems

Ability to work well within a team

Strong computer skills and experience with custom applications

Excellent interpersonal skills with the ability to serve as a liaison with developers, project managers, and customer support

Demonstrate strong attention to detail and have analytical and problem-solving abilities

Proficiency with MS Office and email



Preferred Qualifications

Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field preferred

Experience with SQL Queries and databases a plus

Experience with various software development lifecycles, software UI/UX design, and testing is a plus