CRM Development and Support Analyst

Northampton Ukulele Group; Nottingham; Hybrid; GBP 42,000 - 56,000; Full time

Job summary

University of Northampton seeks a CRM Development and Support Analyst to lead configuration, governance and continuous improvement across CRM platforms, including Microsoft Dynamics. You will work with stakeholders and suppliers to ensure secure, resilient CRM services and contribute to the CRM strategy and roadmap.

You'll support environment management, deployment, and service transition while providing technical assurance and documentation.

Qualifications

• Experience administering, configuring, developing and supporting enterprise CRM platforms, including Microsoft Dynamics and portals.
• Knowledge of governance, upgrades, release management and lifecycle management across environments.
• Experience delivering in Agile, Scrum, Waterfall or DevOps environments and providing technical leadership or assurance.

Responsibilities

• Lead CRM environment management, governance and service delivery.
• Oversee analysis, testing, deployment and transition into service with stakeholders and partners.
• Manage incidents, problems, changes and service requests; monitor capacity and performance.

Skills

CRM platforms

Microsoft Dynamics

Portals

Self-service technologies

Governance

Agile/Scrum/DevOps

Incident & change management

Stakeholder management

SQL Server

Tribal Dynamics

Supplier management

Communication

Analytical & planning

Education

Degree-level education

Microsoft Certified: Dynamics 365 Fundamentals

Tools

SQL Server

Tribal Dynamics

Dynamics 365

Job description

About the Job

The CRM Development and Support Analyst will support the development, configuration, governance and continuous improvement of the University's CRM platforms, including Microsoft Dynamics. You will provide hands-on technical leadership for CRM services, with responsibility for environment management, platform governance, project delivery and operational support. Working with the CRM Developer, stakeholders, suppliers and technical teams, you will oversee analysis, testing, deployment and transition into service; manage incidents, problems, changes and service requests; and monitor capacity, performance, upgrades and releases. The role also provides technical assurance, maintains documentation and knowledge materials, supports disaster recovery and business continuity, and contributes to the University’s CRM strategy and roadmap.

We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another. With Smarter Working you can work with increased flexibility, if you would like to, which can facilitate greater freedom and autonomy.

Remote working arrangement: To be confirmed in line with the University’s Smarter Working framework and service requirements.

Interview Date: W/C 30 November 2026

About You

• You will have experience administering, configuring, developing and supporting enterprise CRM platforms, including Microsoft Dynamics, portals and self-service technologies.
• You will understand workflows, integrations, reporting, process automation, CRM environments, governance, capacity planning, upgrades and application lifecycle management across development, test and production.
• Experience of Agile, Scrum, Waterfall or DevOps delivery, third-line support, incident, problem and change management, and technical leadership or assurance is essential.
• You will gather requirements, shape solutions and build credibility with stakeholders, suppliers and implementation partners.
• Excellent communication, analytical, planning and customer-service skills are required.
• Knowledge of integrations, data flows, SQL Server, Tribal Dynamics and supplier management is desirable.

Qualifications

Essential

• Degree-level education or relevant experience showing progression in similar IT roles
• Microsoft Certified: Dynamics 365 Fundamentals or equivalent relevant experience.

Desirable

• Microsoft Power Platform Fundamentals or equivalent practical experience, and ITIL Foundation.

Department

The role sits within Academic Systems in Application Services and supports CRM services across recruitment, welfare, global engagement, placements and alumni relations. The team works with university stakeholders, suppliers and technical colleagues to ensure CRM platforms are secure, resilient and aligned with business priorities. Its responsibilities include platform governance, environment and release management, technical assurance, service management, supplier oversight, documentation, operational support and continuous improvement. Working closely with the CRM Developer, the post holder will help transition solutions into service and contribute technical expertise to the University's CRM strategy and roadmap, CRM Operational Working Group and Academic Systems steering group.

About Us

At the University of Northampton, we are committed to supporting aspirations, creating opportunities, and delivering meaningful impact. Our people are at the heart of everything we do, and we foster a progressive, inclusive environment where excellence thrives for our students and staff.

Our People

Our staff are our greatest asset. We are dedicated to building an inclusive community that values diversity, promotes wellbeing, and supports personal and professional growth. By developing a first-rate People Strategy, we aim to attract and retain top talent, enhance career progression, and ensure that every colleague feels empowered to achieve their best.

Our Values

• Inclusivity: We celebrate diversity and ensure that everyone has the opportunity to excel.
• Sustainability: We are committed to becoming a net zero carbon institution, taking collective action for the benefit of society and the environment.
• Aspiration: We strive for excellence in all we do, empowering our staff, students, and partners to reach their highest potential.
• Trust: We build relationships based on respect, transparency, and shared goals.

Together, we are creating a future where our community, our work, and our impact truly make a difference.

Right to Work

All candidates will be required to provide proof of their eligibility to work in the UK during the interview process. The University is open to considering Skilled Worker visa sponsorship, provided that the eligibility criteria of the points-based immigration system are met.

Equality

We welcome applications from individuals from underrepresented groups.

The University of Northampton is committed to providing a vibrant, ethical, and sustainable environment that values equality, diversity, and inclusion. Our commitment ensures an inclusive atmosphere for staff, students, and the public. We manage equality and diversity through key committees and formal policies, extending our responsibility to subsidiary companies and partnerships.

Together @ UON

Our Commitment to Equality and Inclusion

Together @ UON affirms our dedication to creating an environment that celebrates diversity and promotes equality. We aim to foster a space where all can thrive, aligning with our mission to transform lives and inspire change.

Commitments Include

1. Creating an Inclusive Environment: Adopting a zero-tolerance approach to discrimination and ensuring all activities are inclusive.
2. Supporting Students and Staff: Strengthening mental health support, enhancing disability confidence, and ensuring academic and professional support.
3. Tackling Inequalities: Involving students in recruitment, integrating forums for equality data analysis, and supporting networks for protected characteristics.

UON's Major Commitments

• Disability Confident
• Standalone Pledge
• IHRA Working Definition

Equality and Diversity at UON