Dynamics 365 Specialist - Systems Analyst

Location: Hybrid Working
Salary: Competitive + Excellent Benefits

We're now looking for a business systems specialist (Dynamics 365) to lead the development, optimisation and adoption of the Microsoft Dynamics 365 platform and help shape the future of the business systems landscape.

• Act as the primary business partner for Dynamics 365 users across the organisation
• Build strong stakeholder relationships and understand business challenges and requirements
• Lead regular business change forums and user engagement activities
• Develop and maintain a prioritised Dynamics 365 product roadmap
• Identify opportunities for process automation, efficiency gains and service improvements
• Translate business requirements into practical system solutions and enhancements
• Manage Dynamics 365 support activities, ensuring issues are resolved within agreed SLAs
• Coordinate development, testing and deployment of system changes
• Deliver user training and support to encourage system adoption and best practice
• Analyse customer and business feedback to drive continuous improvement
• Ensure data integrity, governance and GDPR compliance across business applications
• Collaborate with internal teams and external technology partners to deliver successful outcomes

• Strong depth of understanding of capabilities of the system and a track record of implementing operational change.
• Proven track record of driving continuous improvement in CRM processes, systems and strategies based on feedback, metrics and industry best practices.
• Experience in enhancing systems with other business solutions to ensure a seamless end-to-end customer experience across all touch points
• Proficiency in training end-users on CRM systems and processes, driving user adoption and managing change effectively to ensure the successful implementation and utilisation of CRM solutions.
• Strong understanding of customer needs, preferences and behaviours and a commitment to delivering exceptional customer experiences through personalised and targeted interactions.
• Ability to analyse customer data, identify trends, patterns and insights, and translate them into actionable strategies to improve customer engagement, retention and lifetime value.
• Experience in managing customer data effectively, ensuring data integrity and implementing data quality processes. This includes data segmentation, cleansing and deduplication.
• Stakeholder Management:
  Able to adapt to their audience, present training and communications using a range of channels and forums. Experience in collaborating with cross-functional teams, including sales, marketing, IT and senior management, to align systems with organisational goals and priorities.

• Strong hands-on experience with Microsoft Dynamics 365
• Demonstrable experience delivering operational and business process improvements through technology
• Experience integrating CRM and business systems to improve customer journeys
• Strong analytical and problem-solving skills
• Excellent communication and presentation skills
• Experience managing stakeholder relationships across multiple business functions
• Customer-focused approach with a passion for continuous improvement
• Strong understanding of data quality, governance and customer data management

• Experience supporting change management and driving user adoption