IT Engineer - Corporate Applications (CRM Functional Support Analyst)

About the role

This position supports the Customer Service Department's eBilling and CE applications as a CRM functional support analyst. The role covers end-user support, application configuration and testing, maintenance scheduling, user training and documentation, and reporting to the IT Manager and department heads.

Key responsibilities

• Provide continuous IT support for the Customer Service Department for eBilling and CE, implementing requested changes through the change management process.
• Manage the internal ticketing tool for user queries on eBilling and CE.
• Assist with application setup, configuration and testing, and help identify requirements and new opportunities for the eBilling system and CE.
• Schedule maintenance and upgrades when vendor patches or upgrades are released.
• Prepare and maintain user manuals and documentation for operational and security audits.
• Deliver user training, develop training materials and support the IT Manager and Senior Consultants.
• Report weekly progress to the reporting head and prepare timely sectional statements and reports.
• Follow policies, systems and procedures, and take part in continuous improvement initiatives.

Required profile

• Bachelor's degree in Computer Science, Computer Engineering or a related field.
• 3+ years of experience in an implementation or support role in D365 for sales and customer service.
• MS Dynamics 365 certification in D365 Sales and Customer Service.
• At least one full lifecycle D365 for Sales and Customer Service implementation project as a functional consultant.
• Experience in the D365 for Sales environment and release.

Required skills

• Proficiency in English.
• Experience with Power Platform.
• Desirable: MS Dynamics 365 Finance, Supply Chain Management and Projects modules, and Power BI.