CRM Application Support Analyst

Network IT; Kenilworth; Hybrid; GBP 30,000 - 35,000; Full time

Job summary

Network IT is recruiting a CRM Application Support Analyst in Kenilworth (Hybrid – 2/3 Days On-Site Weekly). Salary £30,000–£35,000. Permanent role within the Information Services team.

Ideal candidate has 1–2 years’ CRM support experience and aims to grow into Dynamics 365 development. Role covers user support, configurations, reporting, and ongoing CRM improvements.

Qualifications

• 1-2 years' experience supporting a CRM platform or similar business application.
• Experience troubleshooting and resolving system issues.
• Strong customer service and stakeholder engagement skills.
• Excellent communication and problem-solving abilities.
• Experience working with Microsoft Office applications.
• Ability to manage multiple priorities and work independently or in a team.
• Strong analytical mindset with interest in business systems and technology.

Responsibilities

• Provide day-to-day support for the CRM and business systems.
• Investigate, troubleshoot, and resolve system issues and user queries.
• Support administration and configuration of Microsoft Dynamics 365.
• Assist with system enhancements, upgrades, testing, and release activities.
• Work with users to understand issues and gather system requirements.
• Support reporting, dashboards, and data management activities.
• Create and maintain system documentation, user guides, and knowledge base articles.
• Liaise with third-party suppliers and internal stakeholders as needed.
• Support UAT and quality assurance processes.
• Contribute to ongoing CRM process improvements and optimisation.

Skills

CRM systems

Troubleshooting

Customer service

Communication skills

Documentation

Office applications

Analytical mindset

Tools

Microsoft Dynamics 365

Power Platform

Power BI

Job description

Role: CRM Application Support Analyst

Location: Kenilworth (Hybrid – 2/3 Days On-Site Weekly)

Salary: £30,000 – £35,000

Contract: Permanent

Network IT are working with a well-established organisation to recruit a CRM Application Support Analyst to join their Information Services team.

This is an excellent opportunity for someone with 1-2 years' experience supporting a CRM platform who is looking to build a long-term career within the Microsoft Dynamics 365 ecosystem. The role offers significant opportunities for learning and development to become a Dynamics 365 Developer.

You will support a business-critical Microsoft Dynamics 365 environment, helping users, troubleshooting issues, assisting with system enhancements, and gaining exposure to configuration, Power Platform, reporting, and development activities.

Role Overview

As a CRM Application Support Analyst, you will provide day-to-day support for the organisation's CRM and business systems, ensuring users receive an effective and reliable service.

Working closely with senior systems specialists and developers, you will investigate issues, support system administration activities, assist with testing and releases, and contribute to ongoing improvements across the Dynamics 365 platform.

This role is ideal for someone with a strong technical aptitude, excellent problem-solving skills, and a genuine desire to learn. Whilst previous Microsoft Dynamics 365 experience is highly desirable, candidates with experience supporting other CRM platforms who are keen to develop within the D365 ecosystem will also be considered.

Key Responsibilities

• Provide application support for the organisation's CRM platform and associated business systems
• Investigate, troubleshoot, and resolve system issues and user queries
• Support the administration and configuration of Microsoft Dynamics 365
• Assist with system enhancements, upgrades, testing, and release activities
• Work with users to understand issues and gather system requirements
• Support reporting, dashboard, and data management activities
• Create and maintain system documentation, user guides, and knowledge base articles
• Liaise with third-party suppliers and internal stakeholders where required
• Support user acceptance testing (UAT) and quality assurance processes
• Contribute to the ongoing improvement and optimisation of CRM processes and functionality

Essential Skills & Experience

• 1-2 years' experience supporting a CRM, ERP, or business application
• Experience troubleshooting and resolving system or application issues
• Strong customer service and stakeholder engagement skills
• Excellent communication and problem-solving abilitiesStrong attention to detail and willingness to learn new technologies
• Experience working with Microsoft Office applications
• Ability to manage multiple priorities and work effectively both independently and as part of a team
• Strong analytical mindset with an interest in business systems and technology

Highly Desirable Skills & Experience

• Experience supporting Microsoft Dynamics 365
• Experience with the Microsoft Power Platform
• Exposure to Power BI or reporting tools
• Experience supporting CRM users within a business environment
• Understanding of system configuration, testing, and change management processes
• Knowledge of SQL, reporting, or business intelligence tools
• Relevant Microsoft certifications or training