JOB DESCRIPTION:

　　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. Extensive work in the Customer Service & Omnichannel/Multi-session modules of the Dynamics 365 Platform. 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. 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.

　　POSITION QUALIFICATIONS

　　Minimum Education:

　　Bachelor's Degree or equivalent job experience in the Dynamics industry.

　　Minimum Experience:

　　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.

　　DESIRABLE EXPERIENCE:

　　. 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

　　REQUIRED SKILLS:

　　. 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