Note: The job is a remote job and is open to candidates in USA. Michigan Language Assessment, a joint venture involving the University of Michigan and Cambridge Assessment English, delivers reliable English language assessments and supports a diverse, global organization. The CRM Administrator will manage the functionality, configuration, performance, access, and documentation of the Microsoft Dynamics 365 CRM platform. The role will lead system improvements, requirements gathering, user acceptance testing, change management, vendor coordination, and operational support.
Responsibilities
- Serve as subject matter expert (SME) on platform design, functionality, and configuration for Microsoft Dynamics 365 CRM, a software as a service platform (SaaS) used for end-to-end delivery of our assessment products. Build and share organizational knowledge of the platform and its capabilities, including creating and maintaining system documentation and tracking new feature releases
- Evaluate and detect opportunities to improve alignment of available functionality and use of Microsoft Dynamics 365 CRM for assessment and operations functions
- Lead on implementation and change management for Microsoft Dynamics 365 CRM for end-to-end delivery of our assessment products, including managing the feature development backlog. Contribute to platform development projects by providing expert guidance and advice related to the system capabilities and user requirements
- Lead on development of requirements as identified by functional area SMEs in the organization and coordinate and execute user acceptance testing (UAT)
- Lead on platform performance management, which includes incident management, support ticket oversight, and metrics tracking to ensure optimal service levels are maintained. Ensure all system administration tasks are conducted according to procedures and are regularly monitored for compliance with requirements
- Manage and develop vendor and internal user relationships
- Control system access and permission profiles, achieving appropriate empowerment of staff to conduct business critical activities while maintaining necessary controls. Conduct regular system access audits
Skills
- Bachelor's degree in business operations or related field, or equivalent experience
- Excellent oral and written communications skills
- Basic knowledge of Microsoft Dynamics 365
- Excellent understanding of business operations and logistics
- Advanced-level attention to detail and ability to manage competing demands
- Proven ability to manage and implement new operational systems and processes
- Strong interpersonal skills; ability to build positive professional relationships
- Exceptional ability to learn and utilize business software and applications
- Strong drive, motivation, and enthusiasm
- Significant experience working in business operations
- Experience supporting operational improvement initiatives
- Experience working cross-departmentally
- Experience working concurrently on multiple large projects with a high degree of accuracy, adhering to tight deadlines
- Experience troubleshooting operational issues in Microsoft Dynamics 365 CRM, or equivalent complex software
- Experience initiating and driving forward documentation creation and organization initiatives
- Experience creating process and procedure documentation
- Experience with scripting in a variety of frameworks
- Proven ability to learn complex systems
- Familiarity with high-stakes assessments
- Experience in project management
Benefits
- Supports a fully remote work from home schedule with occasionally scheduled in person activities.
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