Job Description

• Backend administration of CX Systems – Dynamics CRM (Customer Service and Sales), Integrated Customer Experience system and Voice of the Customer insight systems
• Dynamics CRM – Deployment, License Management, Service Uptime, Reports Management and Workflow maintenance
• Engaging, coordinating and working with applications’ vendors for escalations, upgrades, health checks and maintenance reviews for Customer Experience systems
• Designing, planning and budgeting for system enhancements and/or related requirements
• Perform work in compliance with specified security and assurance requirements
• Manage and ensure continuous performance tuning, upgrades and resource utilization as required
• Governance - Create and maintain documentation as it relates to system configuration, Licensing, mapping, and processes in compliance with policies and procedures
• Planning, organizing and performing DR test exercises as required
• Planning, Scheduling and organizing of monthly Service review meetings with system vendors

Education

Bachelor’s Degree Information Technology, Computer Science, or a related discipline

Professional Qualifications

MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification

Total Minimum No of Years Experience Required

3 Years

• Backend administration of CX Systems – Dynamics CRM (Customer Service and Sales), Integrated Customer Experience system and Voice of the Customer insight systems
• Dynamics CRM – Deployment, License Management, Service Uptime, Reports Management and Workflow maintenance
• Engaging, coordinating and working with applications’ vendors for escalations, upgrades, health checks and maintenance reviews for Customer Experience systems
• Designing, planning and budgeting for system enhancements and/or related requirements
• Perform work in compliance with specified security and assurance requirements
• Manage and ensure continuous performance tuning, upgrades and resource utilization as required
• Governance - Create and maintain documentation as it relates to system configuration, Licensing, mapping, and processes in compliance with policies and procedures
• Planning, organizing and performing DR test exercises as required
• Planning, Scheduling and organizing of monthly Service review meetings with system vendors

• Dynamics CRM Administration
• License Management
• Service Uptime Management
• Reports Management
• Workflow Maintenance
• Vendor Management
• System Enhancements
• Security and Assurance Compliance
• Performance Tuning
• System Upgrades
• Resource Utilization Management
• Documentation (System Configuration, Licensing, Mapping, Processes)
• Disaster Recovery (DR) Testing
• Service Review Meetings

• Bachelor’s Degree in Information Technology, Computer Science, or a related discipline
• MOUS/ MCP/ MCSE /MCITP/MCTS/Dynamics 365 certification