Senior Business Systems Specialist - CRM

JOB TITLE: Sr Business Systems Specialist - CRM (Microsoft Dynamics 365)
JOB LOCATION: Melbourne, VIC (open to Canberra as well) [Hybrid]
JOB DURATION: 6-month initial contract (potential extension)

Job Overview

As experienced Senior Business Systems Specialist specialising in CRM is required to support the successful delivery of business and technology change initiatives. The successful candidate will have specialist knowledge in applying Microsoft technologies to assist Bureau teams to solve business problems and improve services provided to Bureau users. This role has a particular focus on Dynamics 365, Dynamics CRM, Customer Service Enterprise, Sales, Customer Insights/Marketing, Contact Centre, but the candidate is expected to be familiar with the broader suite of Microsoft 365 technologies.
The candidate will need to keep track of changes in the toolsets they're responsible for implementing and make recommendations as to how to apply those changes, including configuration choices.

The candidate is expected to:

• Bring significant hands-on experience in designing and configuring the Dynamics 365 CRM, including Sales, Customer Service Enterprise, Customer Insights/Marketing, and Contact Centre capability.
• Have a sound understanding of Microsoft's preferred practices for their platforms and be able to apply those practices to the Bureau's platforms
• Have a sound understanding of cybersecurity needs and experience working with security teams to protect relevant platforms
• Have excellent verbal and written communication skills, including demonstrated ability to work closely with business stakeholders and colleagues in a distributed team.

Key duties and responsibilities

The responsibilities of the role include but are not limited to:

1. Design and development/configuration for one or more of:
2. Dynamics 365 CRM, including Customer Service Enterprise, Sales, Customer Insights/Marketing, and Contact Centre capability.
3. Design, development, testing, and implementation of CRM solutions including maintenance and enhancement activities, understanding and assessing business requirements, and liaising with business owners to ensure their requirements are met.

• Microsoft Copilot Integration

1. Advising on, and developing, solutions using the CRM to support the Bureau's needs, including automation of manual processes, integrations with other non-Microsoft 365 systems, and creation of dashboards and reporting to effectively support the Bureau's activities.
2. Independently provide consulting services on more complex issues.
3. Estimate and plan project initiatives, provide resource plans and technical leadership within projects, working with project manager and business stakeholders to achieve Bureau outcomes.
4. Develop and maintain productive working relationships with end users, senior stakeholders and project team members.
5. Provide knowledge transfer to Bureau staff to assist with successful support and delivery of CRM services to the Bureau.
6. Comply with all Bureau work, health and safety policies and procedures, and take reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.
7. Commitment to APS Values, Employment Principles, Code of Conduct and the Bureau's Social Justice Strategy.

Knowledge and Skills Required:

Mandatory

• Minimum of 4 years' experience configuring, enhancing and supporting Microsoft Dynamics 365 CRM, Sales, Customer Insights/Marketing, and Customer Service solutions. Strong understanding of CRM data models, security roles, business process flows, forms, views and workflows
• Previous experience with Dynamics 365 Contact Centre / Customer Service or equivalent enterprise contact centre platforms.
• Proven experience designing and implementing business solutions using CRM solutions. Ability to automate business processes and integrate Dynamics 365 with enterprise applications
• Strong understanding of Dynamics 365 architecture, integrations, APIs, Azure services and data management
• Ability to translate business needs into scalable technical solutions. Experience preparing solution designs, technical specifications and as-built documents.
• Strong understanding of Microsoft best practices, governance frameworks and security controls for Dynamics 365.
• Experience implementing governance and security controls for Dynamics 365 services.
• Excellent written and verbal communication skills with the ability to engage business stakeholders, vendors and technical teams.
• Demonstrated ability to estimate, plan and lead technical workstreams within projects.
• Familiarity with Agile delivery methods and use of Jira.

Desirable

• Power BI reporting and analytics expertise.
• Experience with customer experience (CX) and service management frameworks.
• Relevant Microsoft Dynamics 365 certifications.

Please submit your current resume to apply. If you'd like a confidential discussion about the role, please contact Bidisha Swayamprava on [email protected], quoting reference JN -102026-44481. To learn more about Davidson, visit davidsonwp.com.