IT CRM Application Specialist – Microsoft Dynamics 365

<p>Role OverviewThe IT CRM Application Specialist – Microsoft Dynamics 365 is responsible for the design, integration, operation, and continuous improvement of the Microsoft Dynamics 365 CRM platform. The role ensures that CRM solutions are secure, compliant, scalable, and aligned with client business processes, data privacy regulations, and IT governance standards.This role combines deep CRM platform expertise, technical integration leadership, data stewardship, and operational excellence, serving as a key interface between business users, IT teams, and external stakeholders.________________________________________Key Responsibilities1. CRM Platform Expertise – Microsoft Dynamics 365● Provide deep functional and technical expertise on the Microsoft Dynamics 365 CRM platform.● Configure and customize CRM entities, forms, workflows, business rules, and user security models.● Manage CRM users, roles, permissions, and access control in line with client standards.● Maintain strong understanding of CRM data models, business workflows, and reporting capabilities.2. Technical IT Skills &amp; System Integration● Provide advanced IT system support, troubleshooting, and root cause analysis.● Apply strong technical knowledge of:○ Microsoft SQL Server○ Active Directory and identity concepts○ Structured data query analysis using SQL● Design, implement, and support system integrations using:○ APIs and middleware○ Cloud services and Azure integration components● Lead technical integration efforts with IT Dealership systems and external platforms.● Conduct technical gap analysis and coordinate resolution with internal and external stakeholders.● Design and support event-driven integrations using:○ Webhooks○ Azure Service Bus○ Azure Event Hub● Apply Microsoft reference architectures, including:○ Dataverse Web API and SDK○ Virtual tables for UI-level data federation○ Synapse Link and Azure Data Services for analytics pipelines● Develop integration engineering components such as:○ Plugins○ Event handlers○ Minimal, purpose-built message payloads for Azure messaging and downstream systems3. Data Management &amp; Analytics● Ensure high standards of data quality management, including cleansing, validation, enrichment, and stewardship.● Perform periodic data quality audits and implement corrective actions.● Apply strong understanding of GDPR, TH-PDPA, and client data privacy regulations.● Generate, analyze, and interpret CRM reports, dashboards, and KPIs to support business decision-making.● Support data migration and synchronization using tools such as:○ SSIS○ KingswaySoft○ Power Platform Dataflows○ Azure Data Factory4. Security, Risk &amp; Compliance● Ensure CRM solutions comply with client IT security policies and compliance guidelines.● Manage, monitor, and audit user access rights and permissions.● Apply cybersecurity best practices specific to CRM platforms and integrations.● Support audit activities by maintaining security evidence, logs, and compliance documentation.5. Business Process Understanding &amp; Change Management● Maintain strong understanding of client sales and marketing business processes supported by CRM.● Translate complex business requirements into scalable and maintainable CRM functionalities.● Support and execute change management initiatives, including:○ User adoption programs○ Communication and training activities● Act as a trusted advisor to business stakeholders on CRM capabilities and best practices.6. Application Lifecycle Management (ALM) &amp; DevOps● Define and manage CRM environment strategies across:○ Development (DEV)○ Test (TEST)○ User Acceptance Testing (UAT)○ Production (PROD)○ Training / Sandbox environments● Implement managed solution strategies aligned with Microsoft ALM best practices.● Establish branching, versioning, and release calendars.● Implement pipeline-based deployments using:○ Power Platform Pipelines○ Azure DevOps● Ensure gated, auditable deployment processes with approval workflows and rollback capabilities.● Apply solution strategy patterns such as:○ Baseline container solutions○ Stage-and-upgrade approachesto minimize layering and compatibility issues.7. Innovation &amp; AI Enablement● Leverage AI capabilities within Microsoft Dynamics 365 and Power Platform to enhance business processes.● Translate AI-driven business requirements into effective CRM solutions.● Support AI-related change management, training, and user adoption initiatives.8. User Support &amp; Training (Operational Service)● Provide expert second-level support for CRM users.● Resolve complex incidents and service requests efficiently.● Develop and deliver tailored training materials and training sessions.● Manage user queries and incidents via ITSM tools, ensuring SLA adherence.9. Monitoring, Maintenance &amp; Operations● Perform continuous monitoring of:○ CRM system health○ Interfaces and integration jobs○ Performance and availability● Coordinate system upgrades, patches, backups, and preventive maintenance with platform teams.● Utilize Power Platform Admin Center analytics to monitor:○ App and flow health○ Usage patterns○ Environment and tenant-level recommendations● Enable and analyze Azure Application Insights telemetry for Dataverse and model-driven apps to:○ Monitor performance and failures○ Track usage patterns○ Create dashboards and alerts10. Documentation, Reporting &amp; Governance● Maintain accurate and up-to-date documentation for:○ CRM configurations○ Integrations○ Operational procedures○ System changes● Prepare and present operational and service performance reports.● Document compliance adherence, audit trails, and governance artifacts.● Develop and maintain:○ Runbooks○ Operational playbooks (incident management, recovery procedures)○ Service reporting templates○ Root cause analysis reportsin alignment with client governance models.11. Collaboration, Communication &amp; Continuous Improvement● Collaborate closely with local, regional, and central IT teams.● Communicate effectively in English, both written and verbal.● Align CRM functionality with business unit needs through proactive engagement.● Communicate clearly with technical and non-technical stakeholders.● Proactively identify improvement opportunities to optimize CRM performance and user experience.● Stay current with Microsoft platform updates, CRM trends, and client internal developments.Experience Requirements● Proven hands-on experience with Microsoft Dynamics 365 CRM in enterprise environments● Strong background in CRM application support, system integration, and data management● Experience supporting business-critical applications across multi-environment landscapes (DEV, TEST, UAT, PROD)● Experience working with regional and global IT teams and external vendors________________________________________Role OverviewThe IT CRM Application Specialist – Microsoft Dynamics 365 is responsible for the design, integration, operation, and continuous improvement of the Microsoft Dynamics 365 CRM platform. The role ensures that CRM solutions are secure, compliant, scalable, and aligned with client business processes, data privacy regulations, and IT governance standards.This role combines deep CRM platform expertise, technical integration leadership, data stewardship, and operational excellence, serving as a key interface between business users, IT teams, and external stakeholders.________________________________________Key Responsibilities1. CRM Platform Expertise – Microsoft Dynamics 365● Provide deep functional and technical expertise on the Microsoft Dynamics 365 CRM platform.● Configure and customize CRM entities, forms, workflows, business rules, and user security models.● Manage CRM users, roles, permissions, and access control in line with client standards.● Maintain strong understanding of CRM data models, business workflows, and reporting capabilities.2. Technical IT Skills &amp; System Integration● Provide advanced IT system support, troubleshooting, and root cause analysis.● Apply strong technical knowledge of:○ Microsoft SQL Server○ Active Directory and identity concepts○ Structured data query analysis using SQL● Design, implement, and support system integrations using:○ APIs and middleware○ Cloud services and Azure integration components● Lead technical integration efforts with IT Dealership systems and external platforms.● Conduct technical gap analysis and coordinate resolution with internal and external stakeholders.● Design and support event-driven integrations using:○ Webhooks○ Azure Service Bus○ Azure Event Hub● Apply Microsoft reference architectures, including:○ Dataverse Web API and SDK○ Virtual tables for UI-level data federation○ Synapse Link and Azure Data Services for analytics pipelines● Develop integration engineering components such as:○ Plugins○ Event handlers○ Minimal, purpose-built message payloads for Azure messaging and downstream systems3. Data Management &amp; Analytics● Ensure high standards of data quality management, including cleansing, validation, enrichment, and stewardship.● Perform periodic data quality audits and implement corrective actions.● Apply strong understanding of GDPR, TH-PDPA, and client data privacy regulations.● Generate, analyze, and interpret CRM reports, dashboards, and KPIs to support business decision-making.● Support data migration and synchronization using tools such as:○ SSIS○ KingswaySoft○ Power Platform Dataflows○ Azure Data Factory4. Security, Risk &amp; Compliance● Ensure CRM solutions comply with client IT security policies and compliance guidelines.● Manage, monitor, and audit user access rights and permissions.● Apply cybersecurity best practices specific to CRM platforms and integrations.● Support audit activities by maintaining security evidence, logs, and compliance documentation.5. Business Process Understanding &amp; Change Management● Maintain strong understanding of client sales and marketing business processes supported by CRM.● Translate complex business requirements into scalable and maintainable CRM functionalities.● Support and execute change management initiatives, including:○ User adoption programs○ Communication and training activities● Act as a trusted advisor to business stakeholders on CRM capabilities and best practices.6. Application Lifecycle Management (ALM) &amp; DevOps● Define and manage CRM environment strategies across:○ Development (DEV)○ Test (TEST)○ User Acceptance Testing (UAT)○ Production (PROD)○ Training / Sandbox environments● Implement managed solution strategies aligned with Microsoft ALM best practices.● Establish branching, versioning, and release calendars.● Implement pipeline-based deployments using:○ Power Platform Pipelines○ Azure DevOps● Ensure gated, auditable deployment processes with approval workflows and rollback capabilities.● Apply solution strategy patterns such as:○ Baseline container solutions○ Stage-and-upgrade approachesto minimize layering and compatibility issues.7. Innovation &amp; AI Enablement● Leverage AI capabilities within Microsoft Dynamics 365 and Power Platform to enhance business processes.● Translate AI-driven business requirements into effective CRM solutions.● Support AI-related change management, training, and user adoption initiatives.8. User Support &amp; Training (Operational Service)● Provide expert second-level support for CRM users.● Resolve complex incidents and service requests efficiently.● Develop and deliver tailored training materials and training sessions.● Manage user queries and incidents via ITSM tools, ensuring SLA adherence.9. Monitoring, Maintenance &amp; Operations● Perform continuous monitoring of:○ CRM system health○ Interfaces and integration jobs○ Performance and availability● Coordinate system upgrades, patches, backups, and preventive maintenance with platform teams.● Utilize Power Platform Admin Center analytics to monitor:○ App and flow health○ Usage patterns○ Environment and tenant-level recommendations● Enable and analyze Azure Application Insights telemetry for Dataverse and model-driven apps to:○ Monitor performance and failures○ Track usage patterns○ Create dashboards and alerts10. Documentation, Reporting &amp; Governance● Maintain accurate and up-to-date documentation for:○ CRM configurations○ Integrations○ Operational procedures○ System changes● Prepare and present operational and service performance reports.● Document compliance adherence, audit trails, and governance artifacts.● Develop and maintain:○ Runbooks○ Operational playbooks (incident management, recovery procedures)○ Service reporting templates○ Root cause analysis reportsin alignment with client governance models.11. Collaboration, Communication &amp; Continuous Improvement● Collaborate closely with local, regional, and central IT teams.● Communicate effectively in English, both written and verbal.● Align CRM functionality with business unit needs through proactive engagement.● Communicate clearly with technical and non-technical stakeholders.● Proactively identify improvement opportunities to optimize CRM performance and user experience.● Stay current with Microsoft platform updates, CRM trends, and client internal developments.</p>