ERP/CRM Administrator

Description

We are looking for an experienced ERP/CRM Administrator to support and enhance a Dynamics 365 Customer Engagement environment that enables Sales and Marketing teams. This role blends business analysis, platform administration, and user support, with a strong focus on improving customer-facing processes and maintaining a reliable system as the organization grows across multiple product lines. The ideal candidate will translate business needs into practical solutions, guide stakeholders through change, and help strengthen team practices through hands-on leadership.

Responsibilities:

Partner with Sales and Marketing stakeholders to identify business needs, translate them into functional solutions, and configure Dynamics 365 CE to support day-to-day operations.

Provide Tier 2 application support by resolving platform issues, troubleshooting user concerns, and escalating advanced development items to technical specialists when custom coding is required.

Validate enhancements and fixes through functional and production testing to confirm that delivered changes align with business expectations and perform reliably in the live environment.

Act as a senior team resource by mentoring colleagues on business analysis methods, stakeholder engagement, and effective intake and prioritization of user requests.

Administer and optimize Dynamics 365 CE features to improve customer experience, support process efficiency, and maintain overall system stability.

Work closely with internal teams and external development partners to coordinate solution delivery, clarify requirements, and ensure timely follow-through on system updates.

Review existing system documentation and historical configurations to support informed decision-making and enable smoother future enhancements.

Contribute to process improvement efforts by helping modernize work tracking and documentation practices, including the use of Azure DevOps for backlog and delivery management.

Support platform readiness for expansion across additional business units and product lines by helping standardize processes and align system capabilities with evolving operational needs.

Requirements

5-7 years of experience in a senior business analyst, CRM administrator, or similar functional role supporting enterprise business systems.
Proven hands-on expertise with Microsoft Dynamics 365 Customer Engagement is required, including configuration and support in Sales and Marketing use cases.
Strong understanding of end-to-end sales and marketing workflows and the ability to align CRM functionality with business process goals.
Practical experience with Power Platform, low-code or no-code automation tools, and data workflow management.
Ability to perform functional testing and production validation for system changes, enhancements, and issue resolution.
Experience working with Azure DevOps or comparable tools for managing requirements, work items, and delivery tracking.
Strong communication and collaboration skills, with the ability to work effectively across internal stakeholders, vendors, and technical teams.
Exposure to Salesforce or HubSpot is considered an advantage.

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