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Job Summary
Role Purpose:The purpose of this role is to facilitate a successful go live of Dynamics 365 in the Call Centre environment. To provide ongoing support and enhance the D365 platform across the organisation, following an agile project methodology approach. Provide CRM implementation services and general consulting such as training, functional consulting, troubleshooting, and technical support to a diverse community of end users.
Requirements:
- Matric
- Tertiary Education coupled with relevant experience
- Microsoft Dynamics 365 Certification preferred
- 3+ years’ experience working with relevant Microsoft technologies, preferably in a professional services environment
- Configuration and customization within the CRM environment
- Experience with data collection, designing workflows, and audit requirements to determine suitability of the CRM software
- Experience with building and managing integrations with various third-party applications
- Experience Designing and managing integrations with Enterprise Resource Planning
- Ability to administer security roles, build workflows, write rules, build reports and dashboards using CRM tools
- Ability to analyze business processes, procedures, and functions and make recommendations for improvement
- Proven project management skills and abilities (Microsoft Sure step)
- Strong customer service orientation with excellent interpersonal skills
- Good decision making and problem-solving skills
- Good Facilitation and training skills
- Underlying strategies within the systems
- Ability to administer security roles, build workflows, write rules, build reports and dashboards using CRM tools
- Ability to analyze business processes, procedures, and functions and make recommendations for improvement
- Proven project management skills and abilities (Microsoft Sure step)
- Provide CRM implementation services and general consulting such as training, functional consulting, troubleshooting, and technical support to a diverse community of end users
- Ability to meet deadlines and work under pressure and ability to work overtime when operationally required
- Must be proactive, forward-thinking person with an enquiring mind
- Ability to interact effectively with a diverse group of internal and external partners at a high level of integrity
- Strong attention to detail, accuracy and methodical
- Team-oriented approach
- Ability to adapt to varying challenges and varying levels of user knowledge
Key Performance Ares:
- Analyzing the business processes to identify opportunities for improvement
- Gather & understand the client’s requirements
- Create the documentation & functional designs
- System analysis
- Stakeholder management
Analyzing the business processes (Fundraising, Finance, Operations, IT) to identify opportunities for improvement
- Reviewing and streamlining existing business processes and recommending changes and or new features to the software to allow for the proposed changes.
- Stay abreast of IT best practices and act pro-actively (making recommendations to IT Manager), with a focus on CRM
- Ensure full understanding of existing documented processes and documenting new processes
- Recommendations to made to IT manager regarding findings / analysis
- Ensure good understanding of Dynamics 365 applied across business units
Gathering & understanding the client’s requirements
- Consulting with management to understand and analyses workflows
- Creating a functional requirements document for each iteration (agile approach)
- Obtaining approval from stakeholders / approval for agreed changes
- Change management of process updates/changes
Create the documentation & functional designs
- Together with CRM consultant creating the technical design document (What, how of process)
- Compiling training material
- Investing of interactive training modules (e.g., e-learning, blended approach)
- Ensuring that previous document versions are kept up to date.
- Consolidation of historical Functional Requirement Documents and Technical Design documents and Entity Design Documents.
- Documenting business processes and flows
System analysis & maintenance
- Ensure ongoing system maintenance takes place
- Cleaning up of log piles, user licenses
- Analyses of system health
- Ensuring correct users are using the correct licenses
- Ensure correct Security roll is assigned to the correct persons (health check)
- Document management in CRM (Ensure environment is running at an optimal level)
- Ensure integration (Kingsway Soft adapter) is working with third party applications
- Extracting documents from CRM to SharePoint
Stakeholder management
- Feedback meetings with stakeholders (Directors, Managers, Station Commanders) as required
- Consulting stakeholders on project timelines and delivery
- Meeting client needs in a manner that provides satisfaction and excellent results for the client.
- Exploring opportunities to improve software development for the organisation.
- Documents and escalates any project issues promptly to project leadership team.
Training and Facilitation of Workshops
- End user training on CRM (groups, one-on-one, volunteers at station level, MS Teams etc.)
- Co-ordination of training sessions with relevant attendees
- Ensure training material is developed and presentations are done for training purposes
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