Business systems support

ActiveOps; Reading; On-site; GBP 42,000 - 66,000; Full time

Job summary

ActiveOps seeks a CRM and knowledge management interface that connects the team building our CRM and knowledge systems with the business functions that rely on them. You will be the single point of contact for data, reporting, and collateral requests across the customer lifecycle.

You will collaborate with data owners to safeguard data quality and governance, maintain MSD-native dashboards, support content lifecycle and knowledge management, and coordinate CRM integrations and reporting across

Qualifications

• Experience in a CRM environment with ability to distinguish data issues from configuration.
• Data handling in spreadsheets and CRM systems with quality control.
• Experience with CRM-native reporting and dashboards maintenance.
• Strong communication with stakeholders across functions and time zones.
• Organised and able to manage multiple requests concurrently.
• Reliable and proactive with routine tasks and supervision minimization.
• Experience with Microsoft Dynamics 365, SharePoint, or similar CRM/ERP.
• Familiarity with knowledge management principles or content governance.
• Background as CRM/BI/operations analyst.

Responsibilities

• Monitor data quality across the customer lifecycle in MSD and flag issues to data owners.
• Maintain shared data standards and definitions across functions.
• Monitor adherence to standards and elevate exceptions without ownership transfer.
• Support data completion after system changes with correction plans.
• Collaborate with Data Engineering to ensure MSD data is represented in Databricks and reporting platforms.
• Maintain MSD-native dashboards and reporting standards across regions.
• Handle reporting requests and route AO-wide requests to Data Engineering.
• Investigate reporting anomalies with Business Systems Lead.
• Manage content lifecycle for ActiveOps trusted content across functions.
• Coordinate content review with functional owners to keep materials current.
• Manage access and permissions for knowledge platforms, including external users.
• Coordinate collateral lifecycle for customer-facing materials without owning content.
• Maintain and communicate document management standards.
• Maintain visibility of all systems touching MSD integrations; flag gaps.
• Serve as primary contact between Business Systems and Data Engineering.
• Act as single point of contact for data, reporting, and collateral requests.
• Translate business requirements into clear specs for the Business Systems Lead.
• Support teams with data standards, reporting tools, and lifecycle processes.
• Gather and triage feedback on data/content/system gaps for roadmap.
• Help keep development/change documentation up to date.

Skills

CRM literacy

Data quality governance

Reporting tools

Stakeholder communication

Multi-timezone coordination

Organised task management

Proactive/work discipline

Dynamics 365 knowledge

Content governance familiarity

Tools

Microsoft Dynamics 365

SharePoint

Databricks

Job description

Ensure every function across the ActiveOps customer lifecycle has accurate data, trusted content, and clear standards to do their job well.

This role is the interface between the team who builds and maintains our CRM and knowledge management systems, and the business functions that use these services. It is the single point of contact for data, reporting, and collateral requests, and the first line of triage for system support. It works with data and content owners from the business functions to ensure quality and accessibility of information.

Skills and qualifications

Must have

• Experience working within a CRM environment with enough system literacy to distinguish a data problem from a configuration issue
• Comfortable working with data in spreadsheets and CRM systems, able to spot and flag quality issues
• Confident using CRM-native reporting tools, able to maintain existing dashboards
• Clear communicator, comfortable working with stakeholders across a variety of business functions and time zones
• Organised, able to manage multiple requests at the same time
• Reliable and proactive, able to follow through on routine tasks with minimal supervision
• Experience with Microsoft Dynamics 365, SharePoint, or a comparable CRM/ERP platform
• Familiarity with knowledge management principles or content governance
• Background in a CRM analyst, business analyst, or operations analyst role

Role responsibilities

Data quality/governance for CRM and knowledge management systems

• Monitor data quality across the customer lifecycle in Microsoft Dynamics (MSD) and flag issues to functional data owners
• Maintain and apply shared data standards and definitions across all functions
• Monitor adherence to standards and elevate exceptions to functional data owners without taking on their ownership
• Support data completion following system changes by agreeing correction plans with functions, maintaining oversight and escalating where needed
• Work with Data Engineering to ensure MSD data is accurately represented in Databricks and other reporting platforms

CRM reporting and dashboards

• Maintain MSD-native dashboards in Dynamics covering function and region-specific reporting
• Maintain reporting standards for all MSD-native dashboards across regions and functions
• Act as first point of contact for all reporting requests, handling MSD-native requests directly and redirecting AO-wide requests to Data Engineering
• Investigate and resolve reporting anomalies, working with the Business Systems Lead where system changes are needed

Knowledge management and collateral

• Manage the content lifecycle for all ActiveOps trusted content across all functions, ensuring materials are correctly located, permissioned, and archived
• Coordinate content review and approval with functional owners to keep materials current and trusted
• Manage access and permissions for the knowledge management platform and MSD, including external users such as partners, coaches, and contractors
• Coordinate the collateral lifecycle for customer-facing materials across all functions, without owning content creation
• Maintain and communicate document management standards to ensure the business understands how knowledge should be stored and shared

CRM integrations

• Maintain visibility of all systems and tools that touch or integrate with MSD, ensuring integrations are documented and gaps are flagged
• Act as the primary point of contact between Business Systems and Data Engineering

Enablement and liaison

• Act as single point of contact for all data, reporting, and collateral requests across the customer lifecycle
• Capture and translate business requirements for system or data changes into clear specifications for the Business Systems Lead without directly configuring Dynamics
• Support teams with data standards, reporting tools, and lifecycle processes
• Gather and triage feedback on data, content, and system gaps, feeding into the Business Systems roadmap
• Help the Business Systems Lead keep documentation of development requests and system changes up to date

Support and intake

• Triage incoming support requests, resolving data and content issues directly or escalating configuration issues to the Business Systems Lead
• Classify all requests and manage the review process accordingly
• Maintain the Business Systems intake log, keeping all requests visible, prioritised, and communicated back to the requester
• Responsible for communicating change to all affected functions clearly and promptly
• Complete other tasks as requested by the Business Systems team