"CRM Administrator - Microsoft Dynamics 365"

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The CRM Administrator - Microsoft Dynamics 365 is responsible for the optimal performance of Microsoft Dynamics 365 CRM, a software as a service (SaaS) platform, used by the organization. This position will serve as a key support role to our internal team in troubleshooting, evaluating, and resolving operational issues as they relate to the platform. They will serve as the primary liaison to vendors, ensuring optimal performance of the platform and associated integrations, ongoing alignment of capabilities and organizational use and processes, and resolution of issues or support questions. The CRM Administrator - Microsoft Dynamics 365 will assist with the creation and maintenance of platform and process documentation.

• Serve as subject matter expert (SME) on platform design, functionality, and configuration for Microsoft Dynamics 365 CRM, a software as a service platform (SaaS) used for end-to-end delivery of our assessment products.
• Build and share organizational knowledge of the platform and its capabilities, including creating and maintaining system documentation and tracking new feature releases.
• Evaluate and detect opportunities to improve alignment of available functionality and use of Microsoft Dynamics 365 CRM for assessment and operations functions.
• Lead on implementation and change management for Microsoft Dynamics 365 CRM for end-to-end delivery of our assessment products, including managing the feature development backlog. Contribute to platform development projects by providing expert guidance and advice related to the system capabilities and user requirements.
• Lead on development of requirements as identified by functional area SMEs in the organization and coordinate and execute user acceptance testing (UAT).
• Lead on platform performance management, which includes incident management, support ticket oversight, and metrics tracking to ensure optimal service levels are maintained. Ensure all system administration tasks are conducted according to procedures and are regularly monitored for compliance with requirements.
• Manage and develop vendor and internal user relationships.
• Control system access and permission profiles, achieving appropriate empowerment of staff to conduct business critical activities while maintaining necessary controls. Conduct regular system access audits.

Bachelor's degree in business operations or related field, or equivalent experience

• Excellent oral and written communications skills
• Foundational knowledge of Microsoft Dynamics 365 CRM
• Excellent understanding of business operations and logistics
• Advanced level attention to detail and ability to manage competing demands
• Proven ability to manage and implement new operational systems and processes
• Strong interpersonal skills; ability to build positive professional relationships
• Exceptional ability to learn and utilize business software and applications
• Strong drive, motivation, and enthusiasm
• Significant experience working in business operations
• Experience supporting operational improvement initiatives
• Experience working cross-departmentally
• Experience working concurrently on multiple large projects with a high degree of accuracy, adhering to tight deadlines
• Experience troubleshooting operational issues in Microsoft Dynamics 365 CRM, or equivalent enterprise-level software that supports business operations

Familiarity with high-stakes assessments

Experience in project management

When you work for Michigan Language Assessment, you join one of the oldest and most respected language-testing organizations in the world. Michigan Language Assessment is committed to delivering outstanding and reliable English language assessments based on 70+ years of assessment expertise. You also become part of two leading, world-renowned universities the University of Michigan, one of the best universities to work for in the country, and Cambridge Assessment English, which is part of the University of Cambridge and has over 100 years of experience assessing English language proficiency.