Dynamics 365 Functional Analyst

Role: Microsoft Dynamics 365 Functional Analyst

Location: South Wales, UK

Salary: £46,000 per annum + annual bonus

We are looking for an experienced Dynamics 365 CRM professional to help shape, develop and optimise a large-scale global D365 environment. This role requires proven, hands-on D365 CRM experience configuration, workflows, automations and functional ownership are at the core of the work.

Youll join a global organisation operating across 12 business units, supporting 650+ users, and running the latest release of Dynamics 365 CRM. The work is 80% configuration and enhancement and 20% escalated support, as frontline queries are handled by the service desk.

This is a fully remote role with approximately four planned trips per year. The organisation welcomes applicants from all backgrounds and is committed to inclusive, fair hiring.

• Configure Dynamics 365 CRM entities, forms, dashboards, business rules, workflows and automations.
• Translate business requirements into scalable, well-structured CRM solutions.
• Manage user access, permissions and data structures including master data and product/contract configuration.
• Investigate and resolve escalated CRM issues including integrations and data integrity concerns.
• Work with developers, vendors and third parties on technical enhancements and improvements.
• Reduce manual tasks through automation, integrations and smart CRM design.
• Deliver training sessions and create user documentation to support adoption.
• Act as a key point of contact for CRM queries, improvements and guidance.
• Monitor system health, data quality, performance and adoption analytics.
• Test, document and deploy CRM changes using structured release processes.
• Support integrations including Experlogix Smart Flows, Click Dimensions and external web forms.
• Develop prompts, templates and use cases as part of the global Copilot rollout.
• Contribute to wider CRM and data initiatives to streamline and standardise processes across the group.

• Microsoft Dynamics 365 CRM (latest release)
• Experlogix Smart Flows (automation & document generation)
• Click Dimensions (marketing automation)
• External web form integrations with D365
• Power Platform including Power Automate
• Three data centres across the US, Europe and Southeast Asia

• Hands-on experience with Microsoft Dynamics 365 CRM (mandatory)
• Configuration, customisation and workflow/automation design
• Experience in 2nd line support or as an advanced CRM super user
• Understanding of master data structures
• Understanding of change management and structured release processes
• Experience with data transfer tools
• Strong analytical and problem-solving skills

• C# or Java Script
• SQL or SSRS
• Microsoft Copilot
• Experience with CRM-related integrations

• Work on a large-scale Dynamics 365 ecosystem across 12 business units and 650+ users.
• Lead and influence the global Copilot rollout.
• Focus on configuration and meaningful improvements not endless support tickets.
• Fully remote with genuine flexibility.
• Partner with teams across different regions, cultures and operating models.
• Stable, secure environment with a long-term focus on continuous enhancement.
• Organisation invested in automation, integration and smarter working.

• £46,000 per annum
• Bonus up to 15%
• 24 days holiday + bank holidays
• Pension: 5% employer / 4% employee
• Life assurance (4x salary)
• Cycle to work scheme
• Retailer discount platform
• Employee Assistance Programme
• Annual pay review
• Fully remote working with occasional planned travel