CRM Specialist at NCBA Group

Job Purpose Statement

The primary goal of this role is to provide day-to-day support, work on deployment, customization, and integration of various CRM services and related technologies. The individual is responsible for ensuring adherence to best practices and driving continuous service improvement and productivity initiatives across the CRM application (D365), Microsoft SharePoint, Microsoft Power Apps, Power Automate, MS SQL Integration & Reporting Services, Azure Cloud Solutions, and related services

Key Accountabilities (Duties and Responsibilities)

Application Development (60%)

• Support the ideation, development lifecycle, and go-to-market initiatives for proposals that progress through the product development pipeline.
• Oversee key application quality assurance and support desk functions, including the logging and resolution of bug reports and change requests.
• Ensure timely follow-up and implement necessary customizations to drive continuous improvement and ensure effective integration with other supporting systems

Incident / Problem Management (20%)

• Resolve service interruption incidents quickly and effectively according to defined SLA’s.
• Investigate causes of anomalies in the CRM system and propose solutions and request changes needed to restore service quality.
• Conduct post-implementation reviews to ensure desired results without side effects

Change Management (10%)

• Assess and plan for enhancements to the CRM system, ensuring adherence to established management procedures while maintaining the quality, reliability, and continuity of service

Configuration Management (10%)

• Manage all aspects of the D365 CRM infrastructure configuration within the Power Platform environment, including Dataverse, ensuring detailed documentation and control.
• Maintain accurate and up-to-date information in the Configuration Management Database (CMDB) to support various management processes.
• Regularly monitor the production environment's configuration and compare it with CMDB records to identify and correct discrepancies

​​​​​​​Job Specifications

• Design, develop, and customize Microsoft Dynamics 365 CRM solutions to support business automation and customer engagement processes.
• Implement and maintain integrations using APIs (SOAP & REST), Azure Data Factory, MS SSIS, and Power Platform connectors.
• Develop cloud flows using Power Automate, and manage workflows, triggers, and approvals.
• Utilize Dataverse and the Power Platform environment for application development and configuration management.
• Leverage JavaScript, C#.NET, and ASP.NET for frontend and backend CRM customizations.
• Monitor and manage configuration details in the CMDB, ensuring alignment with production environments.
• Collaborate with business analysts and other developers to understand business needs and translate them into technical solutions.
• Support QA and help desk processes, manage bug reports, change requests, and ensure timely resolution with a focus on continuous improvement.
• Provide documentation and ensure best practices are followed in configuration, deployment, and integration activities

Technical Competencies

• Strong understanding and practical application of relevant banking policies, procedures, and compliance standards.
• In-depth knowledge of Microsoft Dynamics CRM, Microsoft Power Platform, MS SharePoint, SQL Server, and general network infrastructure concepts.
• Strong skills in diagnosing, troubleshooting, and resolving user issues effectively.
• Expertise in API development and integration using SOAP and REST protocols.
• Advanced knowledge of workflow and business process automation through MS Power Platform and MS SharePoint.
• Hands-on experience with Microsoft technology stack deployments, including solution design, configuration, and customization on the Dynamics platform using the .NET framework.
• Proficient in developing and managing ETL processes using MS SQL Server Integration Services (SSIS) and Azure Data Factory.
• Familiarity with Azure services, including Azure cloud hosting, Azure Logic Apps, and Azure security & monitoring tools.
• Strong technical architecture and solution design skills, ensuring that all developed and deployed solutions conform to Enterprise Architecture standards and best practices

Behavioral Competencies

• Interpersonal skills to effectively communicate with and manage customer expectations (internal and external), and other stakeholders who impact performance.
• Self-empowerment to enable development of open communication, teamwork, and trust that is needed to support true performance and customer service