Professional, CRM Admin
Headquarters Office, 625 State Street, Schenectady, New York, United States of America • Rochester Office, 220 Alexander Street, Rochester, New York, United States of America • Tarrytown Office, 303 South Broadway, Tarrytown, New York, United States of America • Virtual Req #791
Monday, April 26, 2021
This role is for someone who has a complete and extensive understanding of the Dynamics 365 platform. The role will leverage this knowledge when solving business process issues and implementing new business areas to the platform.
This role will work closely with all departments implementing and ensuring the CRM tool-set works effectively across teams while maximizing efficiency and capitalizing on the full features and benefits of the Dynamics platform. Participate in planning, organizing and management of all CRM applications projects to ensure effective operations. Monitor CRM processes, resolving issues that arise in the execution of campaigns & workflows. Identify areas for improvement and develop technical improvement plans. Work with IT partners to design, configure, test and deploy changes to CRM database entities, fields, screens, forms, workflows, reports and dashboards. Design, develop and implement key reports using available BI tools. Assist Marketing and Communications in analysis and reporting of campaign effectiveness including traffic, acquisition, conversion, retention, and revenue. Extensive work in the Customer Service & Omnichannel/Multi-session modules of the Dynamics 365 Platform. Staying informed on current as well as new and emerging Microsoft Dynamics CRM features, roadmaps, and releases. Maintaining the system security including sharing rules and security levels. Document processes, workflows, and field maps. Assist end users with day-to-day questions, problems, and issues. Assist trainers or business partners with end-user training, including the creation of user documentation and training materials.
Bachelor’s Degree or equivalent job experience in the Dynamics industry.
3 years’ experience with Microsoft Dynamics 365 platform in an administrator, consultant, developer or architect role. Experience includes managing CRM technology projects, including gathering and documenting business requirements, designing and configuring forms, developing workflows, reports and dashboards, and troubleshooting application bugs. Complete understanding of the Microsoft Dynamics platform, data structure and best practices in system architecture.
5+ years supporting a large Microsoft Dynamics CRM environment.
D365 Unified Interface / v9+ in an online environment
Power Automate experience, Canvas App & Flow
Past D365 Customer Service implementations
Microsoft Dynamics CRM certifications
Understanding of health care insurance industry
Superior communication skills both written and verbal
Interpersonal skills and ability to work with all levels of the organization
Ability to manage multiple assignments simultaneously with a high level of autonomy and independence
Strong leadership skills with ability to function tactically with business areas but is also comfortable with senior level presentations
Flexibility and adaptable personality to handle shifting needs, evolving priorities and urgent situations that arise
Detail orientation with strong organizational skills
Ability to learn and apply new concepts quickly
Ability to meet tight deadlines
Ability to formulate and express ideas clearly and effectively in verbal and written presentations
Ability to collaborate across teams with strong interpersonal skills
Ability to tolerate stress