CRM Application Support Officer at First Bank

Duties And Responsibilities
Project and Stakeholders Management:

• Carry out sanity checks on all deployed modules and features of the application.
• Coordination of UAT and business requirement document development with all participating stakeholders.

Application Support:

• Work with end users, vendors and service providers as the liaison with the IT team.
• Identify and help design CRM-related report requirements and list views.
• Developed required workflow rules and business processes configurations etc. by the users.
• Develop views, reports, dashboards that are required by different business units and executives.
• Work with internal and external resources to ensure the CRM environment is configured and adjusted correctly.
• Work with both the end users and the technical team to identify and assist in resolving system issues and provide technical support, troubleshooting software issues, as requested.

Help Desk Support:

• Support by troubleshooting and solving user or system issues and respond in a timely fashion
• Analyze potential issues and communicate to assess needs and determine solutions for end users.
• Work closely with business leaders to analyze business requirements and communicate to developers regarding configuration and customization solutions that meet delivery and project goals and expectations.
• Keep a monthly statistics report and monitor usage to determine business solutions for business recognized needs.

Training:

• Instruct new users on the application and train existing users on best practices & new functionality.
• Develop and maintain training materials and user documentation.
• Coordinate all training programs of the unit.

Job Requirements
Education:

• B.Sc. in Computer Science, IT or other relevant discipline

Experience:

• Experience in the user Microsoft Dynamics 365 and its implementation across various business functions such as services, sales etc.
• Experience in administering Microsoft Dynamics 365, Case Process Configuration, Sales Process Configuration, Power Apps, Power BI etc.