IT Engineer (CRM Engineer)

Role: IT Engineer (CRM Engineer)

Remote

Description:

The CRM Developer/Admin position is a role with a specific Customer Relationship Management (CRM) solution focus. This focus is targeted to solutions that can be implemented specifically via Microsoft Dynamics. The position supports Digital team in developing CRM solutions to ensure that the needs of our members and internal member service representatives are satisfied and that a wide range of operational objectives are addressed. The role involves collaboration with product owners/business analysts, solution architects, developers, and testers to assess needs and define system requirements and/or configurations for these solutions.

Job Description:

• Provide technical input regarding feasibility or design for needs expressed in user stories

• Investigate enterprise and vendor APIs to determine whether they provide the necessary data to support an initiative and identify any modifications that may be necessary

• Define format and mapping of data for interfaces between systems

• Define and document the system requirements of a solution, including the allocation of functionality across the presentation layer and backend services

• Assist the business in determining if and how new systems or system enhancements may improve process flow and business function

• Provide analytical support for the prioritization of features and epics to ensure work focuses on capabilities with maximum value and are aligned with product delivery strategy

• Collaborate with product management team to define Minimum Viable Product (MVP) to achieve company strategic goals

• Provide demos to internal project team, as well as to business stakeholders.

• Participate in project planning, sprint and release planning, daily stand-up meetings (scrums) demos/reviews, retrospectives, backlog refinement meetings, and other Scrum-related meetings.

• Perform application and services tests to research application behavior and/or validate changes

• Recommend opportunities to improve efficiency and effectiveness

• Utilize system documentation, database information, application logs and scenario testing to determine root cause of system issues

• Recognize and advocate for adherence to system solutions that are maintainable, efficient, and extensible

• Assist and mentor less experienced peers

Core Competencies:

• Strong working knowledge of CRM solutions and strategies

• Strong understanding of the range of built-in capabilities and options available in Microsoft Dynamics and the ability to make recommendations on how to best leverage those capabilities and options when formulating CRM solutions

• Experience with case management as implemented through CRM solutions

• Experience with Microsoft Dataverse

• Understanding of Model Driven Apps and Canvas Apps

• Knowledge of application integration with Power Apps is a plus

• Knowledge of Power Automate is a plus

• Strong Communication Skills

Have in-depth understanding or working knowledge of the following:

• Services-Oriented Architecture

• System to system integrations via internal and vendor APIs

• Configuration Management

• Error Handling

• XML and JSON Data Structures

• In addition … familiarity with native mobile applications, responsive web applications and internal Customer Service Representative facing applications interfacing with cloud native microservices is a plus

Additional Qualifications/Experience:

• Ability to write SQL queries

• Problem solving skill – Work well under pressure and challenges, team-player, good listener, analytical, creative, approachable, etc.

• Excellent verbal and written communication skills with the ability to partner with various levels of leadership within the organization

• Ability to excel in a fast-paced environment with aggressive timelines that require managing multiple priorities concurrently

• Experience working in Agile methodology