Dynamics 365 Specialist - Systems Analyst
Dynamics 365 Specialist - Systems Analyst
Location: Hybrid Working
Salary: Competitive + Excellent Benefits
We're now looking for a business systems specialist (Dynamics 365) to lead the development, optimisation and adoption of the Microsoft Dynamics 365 platform and help shape the future of the business systems landscape.
Key Responsibilities
- Act as the primary business partner for Dynamics 365 users across the organisation
- Build strong stakeholder relationships and understand business challenges and requirements
- Lead regular business change forums and user engagement activities
- Develop and maintain a prioritised Dynamics 365 product roadmap
- Identify opportunities for process automation, efficiency gains and service improvements
- Translate business requirements into practical system solutions and enhancements
- Manage Dynamics 365 support activities, ensuring issues are resolved within agreed SLAs
- Coordinate development, testing and deployment of system changes
- Deliver user training and support to encourage system adoption and best practice
- Analyse customer and business feedback to drive continuous improvement
- Ensure data integrity, governance and GDPR compliance across business applications
- Collaborate with internal teams and external technology partners to deliver successful outcomes
About You
- Strong depth of understanding of capabilities of the system and a track record of implementing operational change.
- Proven track record of driving continuous improvement in CRM processes, systems and strategies based on feedback, metrics and industry best practices.
- Experience in enhancing systems with other business solutions to ensure a seamless end-to-end customer experience across all touch points
- Proficiency in training end-users on CRM systems and processes, driving user adoption and managing change effectively to ensure the successful implementation and utilisation of CRM solutions.
- Strong understanding of customer needs, preferences and behaviours and a commitment to delivering exceptional customer experiences through personalised and targeted interactions.
- Ability to analyse customer data, identify trends, patterns and insights, and translate them into actionable strategies to improve customer engagement, retention and lifetime value.
- Experience in managing customer data effectively, ensuring data integrity and implementing data quality processes. This includes data segmentation, cleansing and deduplication.
- Stakeholder Management: Able to adapt to their audience, present training and communications using a range of channels and forums. Experience in collaborating with cross-functional teams, including sales, marketing, IT and senior management, to align systems with organisational goals and priorities.
Essential Skills & Experience
- Strong hands-on experience with Microsoft Dynamics 365
- Demonstrable experience delivering operational and business process improvements through technology
- Experience integrating CRM and business systems to improve customer journeys
- Strong analytical and problem-solving skills
- Excellent communication and presentation skills
- Experience managing stakeholder relationships across multiple business functions
- Customer-focused approach with a passion for continuous improvement
- Strong understanding of data quality, governance and customer data management
- Experience supporting change management and driving user adoption