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MS Dynamics CRM Administrator

Job category:  Information Technology
Work location:  Office Based
Office location: 

Hyderabad, IN

Contract type:  Permanent
Job type:  Employee


The Role

The CRM team is responsible for the managing of the CRM system (Microsoft Dynamics 365).  This includes ensuring that there are common processes and cadence throughout yet ensuring each region/country has the required functionality.  A fundamental part of the role centres around understanding the challenges within the Sales & account management function and processes and being able to support and solution within MS Dynamics365 to help drive the efficiency and effectiveness of these functions

Reporting to the Sales Application Manager the CRM administrator will work closely with the global sales team, regional leads and the wider organisation where appropriate.

The role requires a pro-active individual who work with key business end users and has an in depth knowledge and experience of D365 – understand their requirements and translate these requirements into system capabilities. They must demonstrate an ability to can work to deadlines, initiate ideas and multi task to ensure that the CRM tool is used to the best of its capability.


Detailed Responsibilities

Responsibilities center on bridging business requirements to system capabilities and driving required functionality from the system to support the business needs.  Systems today include:

  • Microsoft Dynamics 365 for CRM (account, campaign, contact, lead and opportunity management)
  • Other tools – integrated or related to MS D365
    • Eloqua Marketing Campaign Engine transitioning to MS Marketing
    • D&B Hoovers
    • LinkedIn Navigator
    • Alithya Sales Bundle


Specific responsibilities include but may not be limited to:

  • Acting as team lead to CRM assistant, to whom day to day, process-based tasks should be delegated, and managed, with assistance provided as needed.
  • Understand Microsoft technical roadmap and provide NGA business users with guidance on
    • When to move to new releases
    • How to take business advantage of new functions
  • Develop & deliver training for both new starters and existing users.  Maintain the training material on a SharePoint site.
  • Manage Voice of the Customer Survey – ensuring goes out on a quarterly basis & contacts are kept up to date  
  • Recommend & support applications and third-party products that can be used to enhance CRM
  • Assist with onboarding of regions and users who do not currently use D365
  • Supporting support inbox and day to day process-based activities including;
    • Deactivate licences (now O365)
    • Unlocking user accounts or resetting passwords
  • Trouble shooting email campaigns
  • Transferring records due to changes in job responsibility or territory coverage
  • Adding and maintaining users accounts
  • Managing and maintaining the number of system views and dashboards
  • Data cleansing housekeeping on an ongoing
    • Leads, Contacts, Campaigns
    • Accounts – period dedupe and approval at creation to eliminate dupes
  • Data exports and imports:  primarily but not limited to leads lists and marketing list
  • First line helpdesk for problem resolution
  • Escalate and Liase with FullScope for support requirements that require skill/capability beyond what NGA can deliver
  • Doing data updates in the sandbox and transferring to production
  • Modifying rules or record sharing rules
  • Creating workflows
  • Running and storing a weekly snapshot of the system data and attachments
  • Lead integration and E2E functionality of combined CRM + 3rd party or integrated apps (MS Marketing , LinkedIn Navigator, D&B Hoovers and perhaps others)


Qualifications & Experience

  • Have a minimum of 2 years working as a CRM Admin on Dynamics 365
  • Demonstrate that they have an ability of being able to understand user requirements and being able to map those to system configuration & build
  • Have a experience in a providing application support for CRM Applications within a support function
  • Excellent attention to detail;
  • Ability to work under pressure and meet timescales;
  • Ability to learn on the job, recommend tool-based solutions to business issues
  • Ability to multi-task, working on several projects at any given time;
  • Proactive, highly motivated with an enthusiasm to meet internal customer requirements;
  • Good organisational skills;
  • Ability to communicate effectively and work as part of a team;
  • Ability to work unsupervised;
  • Quality focussed;
  • Good standard of written English
  • Proficient use of CRM systems, Microsoft Word, PowerPoint and Excel;
  • Knowledge of NGA Human Resources products and services.
  • XML knowledge – not required but a plus



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