Microsoft Dynamics 365 CRM Analyst

Job Summary:

As a Microsoft Dynamics 365 CRM Analyst, you’ll play an important role in ensuring the operation of our CRM-system and focus will be on customer support within the Microsoft Dynamics 365 online solution.

Key responsibilities: Other duties may be assigned.

Customer Support: You’ll serve as a second line of contact for our internal users, addressing their queries, resolving issues, and ensuring their satisfaction. Your excellent communication skills will be essential in managing the user’s expectations.

Problem Solving: You’ll analyze problems related to Microsoft Dynamics 365 CRM platform, identifying root causes and proposing effective solutions. The focus is on the sales and case management modules.

Collaboration: You’ll work closely with cross-functional teams, including first line support, IT System Specialist, IT-developers and business stakeholders.

Documentation: You’ll maintain detailed records of support requests, solutions, and best practices. Clear documentation ensures consistency and helps improve processes.

Continuous Learning: Staying up to date with Microsoft Dynamics 365 CRM updates and best practices are essential. You’ll actively seek knowledge to enhance your expertise.

Responsibilities and authorities

With being self-driven take necessary actions on upcoming request / tasks.

Ensuring the smooth operation of Microsoft Dynamics 365 CRM and resolving second level support, i.e. service requests and incidents.

Key competences 

Microsoft Dynamics 365 Expertise: Understanding and knowledge of Microsoft Dynamics 365 CRM, sales and case management, including its architecture, modules, and customization capabilities. Proficiency in troubleshooting and optimizing performance is crucial.

Customer Service: Excellent communication skills to interact with customer /users, understand their needs, and provide effective solutions.

Problem-Solving: Strong analytical skills to identify root causes and propose solutions. Adaptability and creativity in addressing unique challenges.

Documentation: Maintaining detailed records of support requests, solutions, and best practices. Clear documentation improves processes and consistency.

Requirements 

• Proven track record within Microsoft Dynamics 365 CRM, 4+ years professional experience
• Experience from working with ITSM in ServiceNow or in similar ITSM solution.

Personal qualities 

• Good analyzing and decision-making skills.
• Ability to work independently as well as in a team.
• Self and result driven.
• Good listening and communication skills.
• Structured and organized.
• Positive customer service attitude.
• Understanding business needs and targets.
• Stress durable.

Education and/or Experience 

• Bachelor’s or Master’s Degree in Computer Science, information systems or demonstrated equivalent education and relevant work experience.
• 4 - 6 years of total work experience

Language Skills 

• Ability to effectively communicate in the English language, both verbally and in writing.
• Ability to read and interpret technical journals, specifications, international technical standards, etc.          

Computer Skills   

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Familiar with operating systems, such as Windows, etc.

Work Environment 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employees work primarily in an office environment, within a well-ventilated area, and are exposed to moderate noise levels.

Work Requirements

• Compliance to all relevant Assa Abloy policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel, may be required. Therefore, employees must possess, or be able to acquire, a valid passport.
• Must be legally eligible to work in the country in which you are hired.