Role: MS Dynamics CRM Solutions Specialist
Location: Manchester (predominantly homeworking with ad hoc onsite collaboration as needed)
Duration: 12 Months
Day rate: £650 - £735 inside IR35
Role Description:
This role is critical to being able to provide the right MS Dynamics expertise to setup CRM and Customer Insights and Journeys. There is also an existing legacy Dynamics system which includes use of the Customer Services module to manage our front door transactional 'enquiries' which will need to be managed in parallel.
You will work with a small team including a business analyst, product owner, business service owner and other data/M365 specialists.
We are looking for someone who ideally has had experience of working in the public or healthcare sector and implemented Dynamics from scratch. If you have also had experience of implementing for scenarios other than 'sales', that would be desirable.
Deliverables
The role will be managed by Head of Digital Workplace and work as part of our multi-disciplinary project team.
They will work closely with our internal multidisciplinary teams and business service owners to:
- Configure Microsoft Dynamics 365 to meet needs across NICE's directorates.
- Design business workflows and apps in the Power Platform to extend out of the box functionality.
- Build prototypes and proof of concepts using Dynamics and Microsoft 365 integration to support rapid test and learn on new features.
- Advise on licensing and best practice approaches to combining the right levels of licensing with roles as needed.
- Identify what roles are needed and ensure roles-based access is setup and tested and all users understand how these work.
- Set up security and roles-based access as needed to safeguard data including flexible, extensible data models.
- Design appropriate system governance and advise/train users on best practice for system housekeeping, data storage and governance.
- Train and upskill business team power users to become self-sufficient in using the application and managing their contact data effectively.
- Design an environment strategy and implement an environment plan for Dynamics.
- Setup sandbox and production environments and ensure security policies using data loss prevention are implemented.
- Design application lifecycle management and implement testing approaches, change and release management.
- Run workshops with internal stakeholders as needed to ensure system design and configuration meets needs.
- Document system design and configuration for both technical and non-technical staff.
- Provide knowledge transfer and learning for technical staff for the duration of the contract.
- Essential
- Experience of working closely as a member of a multi-disciplinary agile delivery team to design and implement business solutions.
- Experience of working with teams to design business process workflows and Power Apps.
- Experience of working with and training technical and non-technical people.
- Experience of functional configuration of MS Dynamics Sales and Customer Insights and Data including marketing journeys.
- Experience of managing Dynamics 365 and Power Platform administration including security, DLP, environment strategy and setup, Dataverse configuration.
- Experience of designing and implementing test approaches and protocols.
- Strong knowledge of Dynamics integration with Microsoft 365, Microsoft Azure, Power BI.
- Strong knowledge of MS Dynamics and Power Platform licensing and how to get the best value for the business.
Desirable
- Experience of configuring MS Dynamics Sales for non- sales business needs e.g. stakeholder organisation management.
- Experience of working in the public/healthcare sector.
