Deputy Manager IT CRM

Scope of Work

The person will lead and manage the end-to-end implementation, configuration, and support of Microsoft Dynamics CRM (2016/Dynamics 365), focusing on optimizing business processes through technology. The role involves working closely with business stakeholders and technical teams to gather requirements, design CRM solutions, manage technical vendors, and ensure successful deployment and adoption.

Responsibilities:

• Facilitate workshops to develop business requirements; create demonstrations to provide proof of concept; plan and assist the team in drafting statements of work to include estimation of effort/cost.
• Provide input and advice regarding CRM 2015/2016/ Microsoft Dynamics 365 capabilities, functions and features to clients and prospects.
• Conduct hands-on implementation, configuration and development of the various components of CRM 2015/2016/ Microsoft Dynamics 365.
• Build positive client relationships by developing an understanding of the clients business processes.
• Develop analytical and insightful recommendations to meet deliverable targets, and complete project tasks within budget and to customer satisfaction.
• Perform requirements gathering, Business Process Analysis.
• Understand business requirements and advise project team on highly specialized, complex solutions architecture and implementation.
• Participate as the technical expert in proposal development and presentations to prospective clients.
• Deliver presentations to all levels of management.
• Adapt to different end-user learning styles when training, gathering requirements, etc.
• Assist internal resources with support or pre-sales of Microsoft CRM and related integrations.

Education, Certifications and Experience:

• 6-8 years Microsoft Dynamics CRM implementation experience.
• Experience gathering business requirements (to be model, as is model, etc.) and experience configuring Microsoft CRM modules including Sales and Call Center. Marketing a plus.
• Experience assisting with definition and functional design of conversions and interfaces, and functional experience in leading technical team through Microsoft CRM API usage; integration development.
• Knowledge of Microsoft SharePoint, Business Intelligence tools, etc.
• Knowledge and experience with Adxstudio and Dynamics 365 Portals is preferred.
• The ideal candidate will have familiarity in two or more of the following areas: .NET Frameworks, C#, ASP.NET, SQL, XML Technologies and Web Services. Working knowledge of Microsoft Products such as Win2003K Advanced Server, SQL Server 2016/2022.
• .Net programming experience (Microsoft Dynamics 365/ CRM 2016) is preferred.
• Should have good understanding in implementing Dynamics CRM components for Dynamics CRM 2016 On premise with IFD & Unified Service Desk experience.
• Should have sound experience in managing CRM solutions including plugins, custom workflow, CRM API, Client scripting, DTSX batches, USD components, SSRS, Customization, CTI integration and OneTapAdapter(or any other DB migration tool)
• Resource to manage CRM technical vendor & support the current CRM deployment, maintenance and extension process
• Lead the implementation and test plans, build software acceptance criteria, coordinate and work with users & other teams to oversee the acceptance and dissemination process.
• Knowledge of ITSM process and Application