Dynamics CRM Administrator

The Dynamics CRM Administrator is a member of the team providing support for and developing the Society's MS Dynamics 365 CRM platform. The role will work closely with the Society's Senior CRM manager, members of the Application Support Team and other members of the IT Team.
Key to the role is working with end users and Sections to encourage and improve the use of the CRM, to foster both good data handling and the efficient use of data. This will be achieved in several ways, including, training, documentation and developing new process within the CRM platform.
Good skills in the development and deployment of customisations to the CRM and MS Power Platform Flows, which will be used to extend functionality requirements to the CRM., Support teams within in the Royal Society with the maintenance of CRM contact data records for the organisation, overseeing data cleansing and update initiatives, and looking for continuous improvement to increase the functionality and accuracy of the data held within the CRM.
Provide first-line support and troubleshooting on issues with the CRM platform, MS PowerPlatfom, and third-party tools, e.g. Click Dimensions, for all users.
Provide support and CRM training to staff on an ongoing basis to best utilise the system, implementing "how to" guides, resolving user issues and interfacing with external support as required.
Increase the utilisation of the CRM through user engagement, developing MS PowerPlatfom Flows and Apps, extracting data, producing tailored reports, and responding to other user requests for system functionality.
Perform end-user administration tasks.
Create and manage CRM export and import processes to support team requirements.
Key Knowledge and Skills Required,

• Recognises own personal biases or limitations, and uses this understanding to improve decisions and plans for action



• Seeks out mentors and other development resources to gain additional self-awareness and personal development



• Reflects on negative situations with maturity and seeks to understand own contribution to the situation



• Holds things together and acts as a settling influence



• Willing to continue learning within chosen field, training and developing towards the next level in both formal and informal ways



• Works within the Royal Society Values at all times


Working with others

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  Contributes ideas and identifies opportunities to work with others both within the team and across the organisation
  
  
• Willing to provide and receive feedback to and from sectional colleagues when requested



• Produces succinct presentations and papers for senior colleagues



• Understands when to seek senior advice on potentially delicate negotiations



• Reaches a variety of audiences using an appropriate mix of communication methods and tailored messages to appeal to their unique needs



• Creates an environment of transparency while respecting confidentiality requirements



• Builds consensus for delivering team goals. Frequently interacts with peers, on cross-functional matters.


Resource management

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  Makes the best of internal/external resources and coordinates well with external partners to best meet the needs of the Society
  
  
• Builds contingency into projects taking into account possible outside factors



• Sets and monitors performance against quality and results orientated targets.



• Focuses on both short and long-term goals



• Creates novel solutions to problems



• Creates a detailed design or plan to implement a new solution or approach



• Evaluates new technology as potential solutions to existing issues. Adjusts course as new information comes to light



• Executes quickly and decisively in a time-sensitive situation



• Takes accountability to persist until opportunity is realised or problem solved


Critical thinking

• 
  Determines and clarifies the requirements of any situation
  
  
• Checks information for accuracy and raises concerns if information is inaccurate



• Extracts the key points succinctly, clearly and accurately



• Puts forward suggestions for improvement concerning current processes or systems



• Tries different ways of doing things to get the best results



• Compares and evaluates the strengths and weaknesses of a variety of options



• Formulates an opinion by considering opposing views and suggestions



• Runs trials and models or applies statistical analysis and stress testing to confirm or disconfirm proposal


Adaptability

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  Overcomes obstacles and is not deterred by setbacks; checks assumptions and first principles and works out alternative approaches
  
  
• Reacts proactively to new challenges and works in a flexible manner to produce solutions



• Provides feedback and participates in discussions surrounding new ideas approaches or projects



• Maintains focus and continues to deliver when things are not straightforward



• Adjusts to act differently depending on the situation



• Takes steps to understand basic risk management and importance of identifying and maintaining controls



• Leads team and helps them to understand and cope with ambiguous situations


Managing people and relationships

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  Delegates effectively, setting clear expectations and authority
  
  
• Monitors results and feedback to team on a regular basis



• Recognises others' contributions and acknowledges their limits



• Helps others to identify ways to improve their performance



• Prioritises supervisory responsibilities and carries them out in a timely fashion



• Understands and can identify client/stakeholder/staff needs and looks for opportunities to improve their experiences



• Demonstrates trust in others' ability to accomplish tasks at acceptable levels of performance



• Provides current, direct, complete and actionable positive and constructive feedback



• Has a mind-set of sharing own and others' expertise



• Creates an environment of transparency while respecting confidentiality requirements



• Focuses on surfacing underlying customer issues/concerns and identifying root causes
  
  Proficient in the use of Microsoft Dynamics 365 CRM.

Proficient in Functional Customisation of Microsoft Dynamics 365 CRM.
Good understanding and practical experience of using the MS Power Platform to add functionality and Task Automaton to Microsoft Dynamics 365 CRM.
Understanding of Microsoft Dynamics 365 CRM Managed and Unmanaged Solutions, Security Roles
Strong working knowledge of Microsoft Office 365, with advanced skills in Word and Excel.
Strong analytical and problem-solving skills, with methodical attention to detail.
Good interpersonal and communication skills with people at various levels, and ability to work with both technical and non-technical users.
Strong customer service skills
Strong time management skills with the ability to adapt varying needs and prioritise tasks.
Desirable
Experience of providing training to end users, in the form of both group and 1 to 1 training sessions and producing user guides and training materials.
Experience of capturing requirements and understanding system issues from end users and communicating these on to other members of the CRM team. The ability to look at these requirements critically and challenge them when required.
Hands-on, functional knowledge of Click Dimensions.
Understanding of using JavaScript to extend the limitation of OOB functionality in CRM business process customisation.
Competencies:
Self-management

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  Works unsupervised and can motivate self
  
  
• Produces results under pressure



• Can manage in stressful situations



• Pushes for the best results for self and team



• Pursues and encourages feedback that may reveal an error in judgment or process and then makes appropriate adjustments