Dynamics 365 System Manager – Customer Service 71 views

Job advert

In your role you will work across all Customer Service functions and be responsible for the management and ongoing development of the D365 Customer Service platform here at QA. Working with internal stakeholders to agree the platform roadmap and support the development of this through engagement with internal teams and implementation partners. From completion you be responsible for the management of the platform and act as the SME on the platform.


Management of the Microsoft Dynamics 365 Customer Service platform across the operational teams
Drive the development of the platform to ensure that it delivers best value for the business, is aligned to the needs of the users and delivers operational efficiencies
Work with internal development teams and implementation partners to enhance the platform in line with the agreed roadmap
Point of escalation and as an SME for support and other internal teams/stakeholders
Work across the business to align BI and reporting requirements to the platform to deliver management KPI’s and dashboards

Skills & Qualification:

Extensive experience in a similar D365 Customer Service management role
Experience working with/in customer service teams with a good understanding of the benefits that software delivers for both the customer and internal teams experience
Strong technical background with excellent knowledge of customer service, CRM and reporting platforms
Good understanding of the administration of customer service platforms, preferably Dynamics 365
Experience working in a team supporting platform enhancement and continual development CD
Analytical in your approach with the ability to analyse and interpret data sets and articulate observations, conclusions and recommendations
Great at communicating with and influencing senior stakeholders

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