Dynamics 365 CRM - System Administrator

Requirements

• System administration
  
• Technical Support and customization
  
• Configuration of the Dynamics CRM system.
  
• Providing 2nd, 3rd level Dynamics 365 Incident analysis and support, resolving incidents as appropriate within the specified guidelines.
  
• As a member of the Service Desk 2nd, 3rd line team, act as technical escalation for the 1st line team, assigning calls to technical specialists where initial problem resolution is not possible.
  
• Working cooperatively with team members and colleagues, contributing positively and constructively to the achievement of team and organizational objectives, taking proactive accountability and ownership of own actions
  
• Taking proactive responsibility for communication during Major Incidents, providing updates as required
  
• Accurately logging and maintaining real time updates for all Service Desk Incidents (tickets) using our Service Management Tool, ensuring appropriate communication with colleagues and key stakeholders always.
  
• Performing trend analysis, identifying, and reporting trends to the Application Support Manager so that the appropriate corrective action can be taken.
  
• Proactively escalating Incidents when Operating Level Agreements are expected to be breached, or where technical or functional escalation is needed.
  
• Performing CRM solution deployments & troubleshooting

Essential -

• Excellent communication skills, both written and verbal
  
• Demonstrable technical Support team experience with D365
  
• Experience with customization and configuration of Dynamics CRM
  
• Experience with workflows and UAT testing
  
• Experience as a System Administrator with support/upgrades, configurations, maintenance, etc
  
• Experience supporting global applications in multiple time zones
  
• Experience supporting external customers
  
• Thirst for further development and learning
  
• Well-organized with exceptional attention to detail
  
• Good customer approach/very customer centric
  
• Self-starter, ready to hit the ground running
  
• Flexible working, able to support different time zones as required
  
• Performing CRM solution deployments & troubleshooting

Desirable

• ITIL Foundation certification
  
• Knowledge of associated technologies such as Microsoft Office 365 and Azure DevOps
  
• Release management experience, (Solid understanding of project management principles preferred)
  
• Hands on experience of Microsoft Dynamics CRM development
  
• Knowledge of SQL server
  
• Experience with managing 3rd party tools and extensions
  
• Open to cross-skilling and upskilling on other systems and platforms