Senior Specialist Microsoft Dynamics 365 CRM Administration

Global Software Solutions Group; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Benefits offered by this job

UAE visa & medical

Competitive pay

Long-term growth

Job summary

Global Software Solutions Group is seeking a Senior Specialist for Microsoft Dynamics 365 CRM Administration in Abu Dhabi to own production environments, deployments and reliability for customer service and complaint management modules.

The role emphasizes platform ownership, incident handling, and on-call rotations, with experience in both online and on-premises deployments and a focus on security roles, data management and integration capabilities.

Qualifications

• 5–7 years of hands-on production Dynamics 365 CRM administration.
• Experience with deployment, patch management (cumulative updates & hotfixes) & environment management for Dynamics 365 CRM.
• Strong experience configuring workflows, security roles & data management.
• On-premises Dynamics CRM experience is desirable.
• Excellent written and spoken English.

Responsibilities

• Administer Dynamics 365 CRM environments (online and on premises): environment setup, user and licence management, security roles, business unit hierarchies and system configuration.
• Configure and maintain the Customer Service and Complaint Management modules, including data models and security roles.
• Manage the solution lifecycle with CRM development team (managed/unmanaged solutions).
• Plan, execute deployments, upgrades and hotfixes across sandbox and production environments.
• Run migrations and environment refreshes with minimal business disruption.
• Design and maintain workflows, business rules and approvals in response to changes.
• Monitor health, performance, incidents and logs; proactively resolve issues.
• Participate in incident management and on-call rotation for high-priority CRM issues.
• Support HA/DR practices including failover testing and DR drills.
• Maintain runbooks, SOPs and deployment notes; coordinate with Microsoft/partners.
• Coordinate with Microsoft, partners and vendors on administration matters.

Skills

CRM administration

Deployment & patch management

Workflow configuration

Incident management

HA/DR practices

REST/SOAP API integrations

Education

Bachelor’s or Master’s degree in CS/IT/IS or related field

Tools

Azure Logic Apps

Azure Functions

Power Automate

Power BI

Job description

Job Description:

GSS Tech Group is hiring a Senior Specialist, Microsoft Dynamics 365 CRM Administration, for a leading government financial institution in Abu Dhabi. You will own the administration, deployment and reliability of production Dynamics 365 CRM environments supporting customer service and complaint management operations.

This is a platform ownership role, not a development or L1 support role. We are looking for someone who has run production CRM environments, applied updates and handled incidents end to end.

Key responsibilities

• Administer Dynamics 365 CRM environments (online and on premises): environment setup, user and licence management, security roles, business unit hierarchies and system configuration
• Configure and maintain the Customer Service and Complaint Management modules, including entity relationships, data models and security roles
• Manage the solution lifecycle (managed and unmanaged solutions, import and export) together with the CRM development team
• Plan, execute and verify deployments, upgrades, cumulative updates and hotfixes across sandbox and production environments, including regression testing and rollback planning
• Run migrations and environment refreshes with minimal business disruption
• Design, configure and maintain workflows, process flows, business rules and approvals in response to business change requests
• Monitor workflow health, error queues, system performance, availability and logs, and resolve issues proactively
• Take part in incident management and on call rotation for high priority CRM issues
• Support high availability and disaster recovery, including failover testing and DR drills
• Maintain runbooks, SOPs, environment documentation and deployment notes
• Coordinate with Microsoft, partners and vendors on administration matters

Requirements

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems or a related field
• Minimum 5 to 7 years of hands on experience administering Microsoft Dynamics 365 CRM / Customer Engagement in production
• Proven experience with deployment, patch management (cumulative updates and hotfixes) and environment management for Dynamics 365 CRM
• Strong experience configuring and maintaining workflows, process flows, security roles and data management
• Hands on experience with Dynamics 365 Customer Service; Complaint or Case Management experience is highly desirable
• On premises Dynamics CRM experience (servers, SQL Server, Active Directory) is highly desirable
• Experience with monitoring, incident management and HA/DR practices for enterprise applications
• Working knowledge of REST/SOAP APIs and integrations supporting the CRM platform
• Microsoft Certified: Dynamics 365 Administrator or Application Administrator, or equivalent
• Experience with Azure services (Logic Apps, Functions, Azure DevOps) and Power Platform (Power Automate, Power BI) is an advantage
• Experience in banking, financial services or a government or regulatory environment is strongly preferred
• Excellent written and spoken English

Please note: this role requires dedicated Dynamics 365 CRM / Customer Engagement administration experience. Profiles focused purely on development, Power Platform app building, or Dynamics 365 Finance & Operations will not be considered.

Benefits

• Opportunity to own a business critical CRM platform for a leading government financial institution
• Competitive monthly compensation
• UAE employment visa and medical insurance
• Long term engagement with growth opportunities through GSS Tech Group

Requirements: