The Jobholder, who is a member of the Digital support team reports to Manager of Digital Support for administrative purposes. As a member of the Resource Pool, work activities and tasks are generally assigned to the Jobholder on need basis. Jobholder may be required to provide support for systems spanning different domains within Channels Support Services at any one time depending on the workload and assignments of the Jobholder.

The degree or level of the job accountabilities is dependent upon the grade of the Jobholder in the Jobholder position. The job accountabilities for the Jobholder include, but are not limited to the following:

• Building and configuring CRM forms, views, dashboards and workflows
• Update users and change permissions within the CRM
• Perform in-depth analysis of CRM user issues to determine causes and solutions
• Participate in the identification and specification of requested larger changes and enhancements, maintaining a prioritized product backlog
• Participate in the delivery of changes within an agile development environment in collaboration with business analysts, developers and users
• Act as the system administrator lead on the Dynamics CRM platform and perform end-user administration tasks, providing first-line support and troubleshooting on issues with the platform and third-party tools, e.g. Click Dimensions.
• Maintain CRM contact data records for the organization, overseeing data cleansing and update initiatives and looking for continuous improvement to increase the functionality and accuracy of the data held within it to meet the business requirements, linking closely with the membership team
• Increase the utilization of the CRM through user engagement, develop CRM workflows to support business processes, extract data, produce tailored reports and respond to other member information requests.
• Create and manage CRM export and import processes to support team requirements and identify, deploy and use plug-ins and third-party tools that deliver added value within CRM.
• Manage the efficient planning and delivery of new updates, modifications and the adoption of best practice policies, including conducting research to identify opportunities to leverage new functionality within the system that is released by Microsoft.
• Translate the Problem statement to business requirement.
• Handle customer independently and present the design for problem statement
• Set up CRM Organization, Email router, Outlook Client for CRM
• Configure Dynamic Portals for D365 CRM
• Prepare the HRD, FRD, and TDS.
• Provide re-usable components like – Auto number Plugin, Notification Plugin and other common functionalities.
• Provide techniques for Performance tuning.
• Provide techniques for data migration.
• Should be able to manage risks and plan for contingencies to ensure minimal effect on deliverables; interact with team members to ensure smooth progress of project work.
• Acts as a technical liaison between clients, development, QA, release managements and Operations teams
• Working in a stretch role to take forward production issues from analysis to production deployment.
• Follow production support processes and giving input to strengthen time to time.
• Provide the status to stakeholders and working with vendors to review the design/fix/enabling for production deployments.
• Coordinate recurring issues and ensure long term resolution through proper incident and Problem management.
• Working with various teams like Infrastructure, development team to resolve, analysis of root cause for complex issues and outages.
• Proactively monitor application and pre-empt issues, ensuring minimal downtime and delivery against service levels.
• Strong stakeholder management
• Support applications and operations with technical consultation and specialized programming if needed.
• Communicate and document the support issues and escalating to the appropriate IT staff or vendor when necessary.
• Maintain detailed knowledge of current practice within own area of expertise.
• Work with business users, IT business and technical support teams and vendors, monitor and report on the progress of required tasks and maintain an emphasis on the early identification and, rectification of problems.
• Provide exceptional customer service that increases the current customer satisfaction levels.
• Provide guidance and mentorship to the junior team members. Be a role model in terms of technical capability, adaptability and customer service focus.