Microsoft Dynamics CRM Administrator

Location: Pittsburgh

Job Type: Full Time / Permanent

The Dynamics CRM Administrator participates in development and improvement of Microsoft Dynamics CRM and provides end-user support and troubleshooting for personnel. This person plays a key role in managing and administering activities around Dynamics CRM, coordinating/resolving support tickets, upgrade initiatives, & developing new & maintaining existing workflows & plugins within Dynamics CRM. Duties and Responsibilities • Daily administration and support of Dynamics 365 including but not limited to managing multiple user setup, profiles and roles, customization of objects / entities, fields, Forms / Layouts / Record Types • Lead complex troubleshooting and incident resolution events • Design and configure changes to workflows, reports, dashboards, database fields and screens • Identify areas of opportunity and actively drive the organization to achieve maximum optimization of CRM platform • Responsible for monitoring, performance optimization, security, maintenance and managing of users of Dynamics CRM • Develop the workflows and plugins using Dynamics CRM platform • Develop the end user documentation, including application training manuals, job aids and workflows • Respond in a timely fashion to end users’ needs, analyze/resolve support tickets relating to business applications and general systems issues • Train, instruct and educate groups and individuals in a team environment • Handle multiple project responsibilities simultaneously to prioritize work and resolve technical emergencies as they may occur • Creating and maintaining documentation on processes, policies, application configuration and help related materials for users as database applications are developed • Keep abreast of new features and functionality and providing recommendations for process improvements • Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols & appropriate testing environments & coordinating actual software testing Skills • Ability to capture business requirements and create system design documentation • Ability to execute Dynamics CRM system configurations and customizations, create/update out of the box workflows, and solution management • Ability to conduct end user training • Self-managed and motivated individual with strong analytical and quantitative analysis skills • Knowledge of service center processes and workflows • Strong interpersonal skills and strong team player • Ability to meet deadlines under pressure • Risk management & contingency planning Qualifications • Comfort level to interact with users from different departments and at all levels of the organization • Strong experience in Microsoft Excel, Outlook, PowerPoint • Microsoft Dynamics CRM certification preferred • Bachelor’s Degree in Information Technologies, Business Administration or equivalent work/technical experience • 3+ years of experience working with Microsoft Dynamics • SQL, HTML, and JavaScript Experience is a plus • Experience in project management, data management, and training & support • Understanding of relational databases and data integration tools • Understanding of PowerApps and Power Automate