Dynamics 365 CRM Specialist

Job Description

Job Description

POSITION SUMMARY
Serves as the primary administrator and continuous improvement lead for Everence’s Microsoft Dynamics 365 CRM platform. Bridges technology and business by supporting advisors, sales teams, and internal users while also designing system enhancements, automations, and process improvements that make CRM easier to use and more effective.

Owns day-to-day administration of the platform, supports users at varying skill levels, and partners with business and IT stakeholders to improve adoption, data quality, and workflow efficiency. Contributes to future CRM initiatives and enhancements as Everence continues to evolve its use of Dynamics 365 and related Microsoft technologies.

RESPONSIBILITIES AND DUTIES

1. CRM Administration and Support
   1. Serve as the primary administrator and IT steward for Microsoft Dynamics 365 Customer Engagement (CE), including D365 Sales and D365 Customer Service.
   2. Configure, administer, and enhance the CRM system, including views, forms, tables, workflows, automations, security roles, business rules, and business process flows.
   3. Monitor system performance, data quality, and user issues, troubleshoot and resolve problems in a timely manner, and escalate when appropriate.
   4. Maintain CRM configurations and ensure that changes comply with established IT standards and best practices.
2. Automation and System Usability
   1. Design and maintain workflow automations using native Dynamics 365 capabilities and Power Automate to reduce manual effort and improve consistency.
   2. Identify opportunities to simplify user experiences and streamline processes through thoughtful configuration and automation.
   3. Support ongoing efforts to make CRM intuitive, efficient, and aligned with how advisors and staff work.
3. User Training and Adoption
   1. Provide day-to-day support and guidance to new and existing users at varying skill levels.
   2. Develop and maintain CRM training materials and user documentation.
   3. Proactively collaborate with advisors and support staff to improve adoption and effective use of CRM tools.
   4. Support onboarding of new users and new functionality.
4. System Optimization and Process Improvement
   1. Collaborate with business stakeholders to understand needs, identify pain points, and recommend CRM improvements.
   2. Build and maintain dashboards, views, and reports that support sales activity, client engagement, and leadership insights.
   3. Participate in CRM-related projects, including enhancements, feature rollouts, integrations, and process redesign initiatives.
   4. Provide input to CRM roadmap planning and continuous improvement efforts.
5. Cross-System and Technical Support
   1. Collaborate with IT team members to support integrations between Dynamics 365 and other enterprise systems.
   2. Assist in monitoring data flows and resolving integration issues in collaboration with technical teams.
6. Collaboration and Continuous Improvement
   1. Maintain company standards for professionalism, client care, and data stewardship.
   2. Contribute to IT team initiatives that enhance system reliability, security, and user experience.
   3. Pursue ongoing learning and certifications in Dynamics 365, the Power Platform, and the broader Microsoft ecosystem.

QUALIFICATIONS

Education:

1. Bachelor’s degree in information systems, business, or a related field
2. Related Microsoft or CRM certifications are a plus

Experience:

1. Preferred 2+ years of experience administering Microsoft Dynamics 365 Customer Engagement or a comparable CRM platform. Candidates with strong aptitude, relevant experience, or a demonstrated ability to learn quickly will be considered
2. Preferred experience with low-code or integration tools, including Power Automate, Power Apps, Azure Logic Apps, Tibco Scribe Cloud, or similar platforms
3. Basic familiarity with JavaScript for CRM customization, or a willingness to learn
4. Preferred experience in financial services or a regulated environment

Skills and Abilities:

1. Strong customer service mindset, patience, professionalism, and a desire to help users succeed
2. Excellent communication, documentation, and interpersonal skills
3. Ability to explain technical concepts to non-technical users clearly and effectively
4. Analytical and problem-solving skills with attention to detail
5. Highly organized and able to manage multiple priorities efficiently
6. Ability to collaborate with both technical teams and non-technical staff
7. Commitment to continuous learning and improvement
8. Willingness to travel occasionally for training or business support

SUPERVISORY RESPONSIBILITIES: None
SCHEDULE: Full-time
WORK MODEL: In-Person, US-Based Remote Option