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Application Support Engineer - CRM Support

Premium Job From Nigel Frank International
Recruiter: Nigel Frank International
Listed on: 31st May
Location: City of London
Salary/Rate: £40,000 - £50,000
Type: Permanent
Start Date: ASAP

Job Description

The role is accountable for delivery of second line technical support to CRM users, own essential application administration tasks, manage changes to the environment, and ensure we have a stable, up-to-date, and secure CRM platform.

Role & Responsibilities

  • Work very closely with a programme team delivering new CRM solutions (based on MS Dynamics 365).
  • Responsible for providing a good understanding of our environment, and assists in the smooth handover into service operations.
  • Provides System Admin support of CRM applications based on Microsoft Dynamics 365.
  • Accountable for ongoing system administration tasks such as user admin.
  • Provides 2nd line support for incidents and support requests.
  • Manages own tickets in line with Service Level Agreements (SLAs).
  • Hands off service tickets to the appropriate 3rd line owners and tracks to resolution.
  • Provides updates to users in line with SLAs.
  • Represents CRM changes to the Change Authority Board (CAB).
  • Provides updates/reports to system owners/key stakeholders.
  • Accountable for delivery of a high Customer Service to all users, seeking opportunity to improve the overall service delivery.
  • Share user feedback to help improve the application and reduce the volume of tickets.

Skills & Qualifications

  • CRM
  • Dynamics 365
  • Excellent analytically and problem-solving skills.
  • Excellent written skills - knowledge articles, training content, business updates.
  • Demonstrated aptitude for technology, broad IT skills.
  • Customer service skills
  • Good organisational skills and the ability to meet deadlines.
  • Supplier Management
  • Technical knowledge of Microsoft technologies (e.g.. Azure) is desirable.

Capabilities:

  • Service management, delivery and support - empathy with users and the ability to communicate at all levels of the organisation from end user to senior management with vastly different levels of ability in the use of the system. Understanding industry best practices and trends, as well as changes to compliance requirements.
  • Solutions deployment - delivers aligned with the Digital process, policy and in timely manner
  • Change Control - ??
  • Enterprise data analytic - using data to reduce incidents, identify training requirements and improve overall service delivery.

Benefits:

  • Bonus
  • Holiday
  • Training

Contact Name: Ruth Vosyliute
Reference: TJ/3086/31052022_1654013601
Job ID: 3097595



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