CRM Development and Support Analyst

The post holder will support and contribute to the ongoing development, configuration, support and continuous improvement of the University’s CRM platforms and services including the current Microsoft Dynamics CRM environment and any other CRM technologies adopted by the University. The role is responsible for ensuring CRM capabilities effectively support key business functions across the University, including student recruitment, welfare, global engagement, placements and alumni relations.

The post holder will provide hands-on technical leadership for CRM services, taking responsibility for platform governance, environment management, project delivery, service improvement and operational support. Working closely with stakeholders, suppliers and technical teams, they will ensure CRM solutions are aligned to business requirements, delivered in accordance with established standards and successfully transitioned into operational service., * Lead the analysis, governance and environment management of CRM solutions, including the current Microsoft Dynamics platform, working collaboratively with the CRM Developer to ensure solutions are appropriately analysed, tested, deployed and transitioned into service in accordance with established standards and application lifecycle management practices.

• Provide technical oversight and assurance for CRM developments undertaken by internal teams and third-party suppliers, ensuring solutions are supportable, secure and aligned with architectural standards.

• Own and manage CRM environments, including Microsoft Dynamics environments and associated integrations, ensuring appropriate governance, capacity planning, performance monitoring, upgrades, maintenance and release activities across development, test and production services.

• Act as the primary point of ownership for CRM service management processes, ensuring incidents, problems, changes and service requests are effectively prioritised and managed, working closely with the CRM Developer to resolve complex technical issues and implement sustainable service improvements.

• Maintain a high level of technical knowledge of CRM technologies, including the current Microsoft Dynamics platform, and remain informed of emerging technologies and future developments relevant to the University’s CRM strategy., * Provide technical guidance, mentoring and knowledge transfer to support teams to promote effective CRM service support and resilience.

• Ensure CRM services are developed, configured and operated in accordance with University information security, data protection and governance requirements, promoting appropriate access control, data integrity and data security practices.

• Manage relationships with external suppliers and implementation partners, ensuring services, projects and developments are delivered in accordance with agreed service levels, contractual obligations and quality standards.

• Build effective relationships with key stakeholders across the University, ensuring CRM services and developments remain aligned with business priorities and strategic objectives.

• Ensure technical documentation, standard operating procedures and knowledge base materials are maintained and continually improved, including application schematics, integration diagrams, operational processes and user support guidance.

• Contribute towards the effective provision of disaster recovery and business continuity.

• Ensure project, development, incident and problem records are maintained within agreed project management, development and service management tools, and that stakeholders are kept appropriately informed of progress and status.

• Represent IT Services and contribute to the University’s CRM Operational Working Group and Academic Systems steering group as well as external user communities and forums.

• Maintain a thorough understanding of University business processes and how they are supported through CRM functionality and associated systems.

• Contribute to the development and implementation of the University’s CRM strategy and roadmap, providing technical expertise, evaluating emerging technologies and advising on future platform direction, capabilities and opportunities for service improvement.

Generic Duties and Responsibilities

• Continuously develop both technical and personal skills required for the role and assist with development of other junior staff.

• Contribute to 1-2- 1’s and Team Meetings.

• Demonstrate accountability and leadership with reference to project work, incidents and problems.

• Be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality, diversity and health and safety issues.

• Be responsible for ensuring all activities and actions are in accordance with departmental standards, processes and procedures.

• Undertake other responsibilities and tasks as reasonably requested by the Academic Systems Manager.

• The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder.

Educated to Degree level or relevant experience demonstrating Application 1 competence and progression in similar IT related roles. Essential Interview

Microsoft Certified: Dynamics 365 Fundamentals or relevant Application 2 experience demonstrating competence and progression in Essential similar IT related roles Interview

Microsoft Power Platform Fundamentals or relevant experience Application 3 demonstrating understanding and real-world use of Power Desirable Platform. Interview

4 ITIL Foundation Certified. Desirable Application

Skills, Knowledge and Experience Experience of software delivery methodologies such as Agile, SCRUM, Waterfall and DevOps, including managing the delivery Application 5 lifecycle from requirements through to deployment and Essential Interview support.

Experience of administering, configuring, developing and supporting enterprise CRM platforms, including Microsoft Application 6 Dynamics CRM and associated customer-facing solutions, Essential portals and self-service technologies. Interview, Experience of designing, configuring and enhancing CRM Application 7 functionality, including workflows, integrations, reporting and Essential business process automation. Interview

Experience of managing CRM environments, governance, Application 8 capacity planning, performance monitoring, upgrades, releases Essential and service maintenance activities. Interview

Experience of CRM application lifecycle management, release Application 9 management and deployment practices across development, Essential test and production environments. Interview

Knowledge and experience of CRM security models, including Application 10 role-based access controls, data security and governance Essential principles. Interview

Experience of working with stakeholders to gather 11 requirements, shape solutions and ensure business needs are Essential Interview translated into technical deliverables.

12 Experience of providing 3rd line technical support for CRM Essential Interview services, including incident, problem and change management.

Experience of providing technical leadership, assurance and Application 13 oversight for CRM projects, developments and service Essential improvements. Interview

Knowledge of system integrations, data flows and interfaces Application 14 between CRM platforms and wider enterprise systems. Desirable Interview

Experience of managing or working with third-party suppliers 15 and implementation partners, ensuring services are delivered Desirable Interview in accordance with agreed standards and service levels.

16 Knowledge and experience of Structured Query Language (SQL) Desirable Interview and Microsoft SQL Server.

Knowledge of Tribal Dynamics integrations and associated Application 17 technologies. Desirable Interview, Application 18 Ability to adapt to organisational change Essential Interview

Application 19 Ability to adapt to technological advances in the workplace Essential Interview

Excellent interpersonal and customer service skills when Application 20 dealing with peers, key stakeholders, staff and students Essential Interview

21 Self-motivated and able to work on own initiative Essential Interview

22 Good communication and presentation skills both written and Essential Interview verbal

23 Able to work collaboratively and constructively within the wider Essential Interview IT department

24 Ability to plan and schedule work to meet deadlines while Essential Interview maintaining progress on day-to-day activities

25 Organised and have the ability to work under pressure Essential Interview

26 Responsible for personal and professional development Essential Interview

Ability to build credibility and influence with business Application 27 stakeholders, suppliers and implementation partners. Essential Interview

Strong analytical and problem-solving skills, with the ability to Application 28 translate business requirements into clear technical direction. Essential Interview