Support Engineer

About the Company

About the Role

Responsibilities

• Oversee the daily operations of the MS Dynamics CRM platform, ensuring it functions smoothly and efficiently.
• Provide technical support to platform users, troubleshoot issues, and assist with training and guidance to ensure effective platform utilization.
• Lead the response to CRM-related incidents and service requests, ensuring timely resolution and minimal disruption to business operations.
• Coordinate and oversee changes, updates, and configurations in the CRM platform while mitigating potential risks.
• Ensure the integrity, quality, and security of data within the CRM system, including data backups, migrations, and cleansing processes.
• Support the creation and maintenance of reports and dashboards within the CRM system for data-driven decision-making.
• Develop training programs and documentation to enhance user proficiency and productivity with the CRM platform.
• Work closely with business to align the CRM platform with business goals and integrate it with other systems as needed.
• Ensure CRM system compliance with data protection regulations and implement security measures to safeguard sensitive customer data.
• Identify opportunities to enhance the performance and efficiency of the CRM platform, recommending improvements and optimizations.
• Manage relationships with CRM software vendors, including contract negotiations and adherence to service level agreements.
• Maintain comprehensive documentation of CRM configurations, customizations, and processes for reference and auditing purposes.
• Conduct regular audits and assessments of the CRM system to ensure it meets quality standards and aligns with business requirements.
• Act as a liaison between IT and other departments, keeping stakeholders informed about CRM-related developments, changes, and enhancements.
• Proactively identify areas for improvement in CRM processes and functionality, recommending and implementing enhancements.
• Provide guidance and mentorship to support team members, helping them improve their skills and knowledge related to CRM support.
• Contribute to long-term planning for the CRM platform, aligning it with the organization's strategic objectives.
• Ensure a high level of quality management processes are followed e.g., ensuring all support methods, procedure and tools are robust, fully tested, of high quality and fit for purpose.
• Participate in identifying process, quality, and system improvements, continuously learn new techniques, methodologies, and technologies, look for and initiate improvement initiatives and implement these via getting approval from management.
• Work collaboratively with other team members as well as the wider Technology team including mentoring and training other team members.
• Other responsibilities as directed by management.

Qualifications

• Tertiary qualification in an IT discipline or related field

Required Skills

• Expert in configuration and development of Dynamics 365 CRM applications, including adjacent services and technologies such as the Power Platform, SSIS, Plugins, Logic Apps, Web Apps and Function Apps with more than 5 years of experience.
• Expert in Power Apps Portals for Dynamics 365 applications is essential
• Experience .NET / C# experience including Web Services development and deployment.
• Proven ability to leverage technical expertise to guide teams and influence decision makers
• Experience with Azure Cloud services (mandatory) and DevOps (desirable)
• SQL Server, Oracle or other SQL experience mandatory, experience with NoSQL databases advantageous
• Experience with Agile, Lean or Human Centred Design methodologies advantageous
• Significant development experience using MVC framework and multi-tier architectures
• Knowledge of the health insurance business (desirable)

Preferred Skills

Pay range and compensation package

Equal Opportunity Statement