Percepta
Microsoft Dynamics CRM Administrator
At a glance
Location: US-TX-Houston Map
Posted: 09/13/2019
Closing: 10/12/2019
Degree: 4 Year Degree
Type: Full-Time
Experience: 5 to 7 years
Percepta
Job description

Summary

The Microsoft Dynamics CRM Administrator is a key team member supporting the enhancement of our CRM system. The CRM Administrator will serve as a liaison between technology, reporting and operations to create, customize and improve views and reports within the CRM Application.

Responsibilities


•         Creating views and dashboards based on feedback from Operations


•         Working with business owners on enhancement requests and teaching them how to utilize existing functionality as effectively as possible


•         Operational configuration maintenance


•         Report Development


•         Working with CX Customer Relations Center (CRC) Operations and technology teams regarding requirements gathering, integration, testing, Change Requests, deployment and support of other CX and support application and systems.

o    Chat

o    Computer Telephony Integration (CTI)

o    Knowledge Based systems

o    Other applications and systems as identified  


•         Working with CRC Operations and technology teams regarding changes needed to support new views and dashboards


•         Resolve information gaps in database


•         Act as Dynamics CRM Subject Matter Expert (SME)


•         Configuration updates and maintenance


•         Data updates and maintenance (users, teams, case classifications, etc.)


•         Dashboard creation and maintenance


•         Troubleshoot system functionality/performance issues


•         Participate in fully defining system change requirements


•         Participate in system change testing and validation


•         Work directly with operations teams to define system update opportunities


•         Facilitate targeted data pulls and analysis to assist the business Ideally from Global Data Insight & Analytics (GDIA) systems. MS Dynamics CRM and Percepta data warehouses.


•         Assist with analysis of the data for the team, or identifying and providing appropriate data to the team member who will handle analysis


•         Business Case Development to drive system change to support the business, including collating data, subjective, and objective feedback (i.e. Focus Group data and system reporting) to help enable prioritization and drive improvement

Education


•         Bachelor’s Degree preferred but AA/AS will be considered with additional work experience – Information Technology

Experience


•         5-7 years’ experience working with CRM software


•         Minimum of 2 years working with Microsoft Dynamics CRM


•         Microsoft Dynamic CRM 365 customization/configuration skills including:

o    Views and dashboards


•         Experience using and supporting Microsoft Dynamics to include:

o    Web Client

o    Unified Service Desk

o    Outlook Client

Job requirements


•         Excellent Communication Skills


•         Strong attention to detail


•         Ability to work cross-functional


•         Microsoft CRM training and certification valued


•         Ability to build rapport and work one on one with end users


•         Ability to learn the business enough to help guide end users through process


•         Demonstrated history of meeting deadlines and reliably maintaining systems


•         Strong customer interface skills and the ability to build and sustain ongoing customer relationships.


•         High level of initiative and dedications


•         Ability to work independently in a fast-paced dynamic environment


•         Programming and development experience with SQL reporting, using Microsoft Business Intelligence (BI) report development software (primarily “SQL Server Business Intelligence Development Studio”, which is an add-on to “Visual Studio 2008”) a plus

Other


•         Some travel as required


Percepta requires all employees hired in the United States to successfully pass a background check and depending on location and client program a drug test, as a condition of employment. Percepta is an Equal Opportunity Employer.
Microsoft Dynamics CRM Administrator