CRM Specialist – Dynamics & Student Engagement

Heriot-Watt University; Easter Howgate; On-site; GBP 38,000 - 47,000; Full time

Benefits offered by this job

33 days annual leave

Job summary

Heriot-Watt University is recruiting a CRM Specialist (Student Systems) to support and develop the university's CRM platforms, primarily Microsoft Dynamics CRM, to enhance student recruitment, onboarding and engagement processes.

The role covers business analysis, application support, solution design and service improvement, working with stakeholders, technical staff and external partners.

Qualifications

• Degree-level qualification or equivalent practical experience.
• Hands-on experience configuring and administering Microsoft Dynamics CRM / Dynamics 365.
• Experience gathering, analysing and documenting business requirements for CRM solutions.
• Experience planning, testing and implementing CRM changes, upgrades or enhancements.
• Experience providing application support and troubleshooting complex system issues.
• Strong analytical and problem‑solving skills with data‑driven decisions.
• Excellent communication with technical and non‑technical stakeholders.

Responsibilities

• Develop and maintain specialist expertise in the University's CRM platforms, with focus on Microsoft Dynamics CRM.
• Configure, administer and enhance CRM functionality including workflows, forms, security roles and access.
• Act as the functional SME for CRM capabilities, advising stakeholders and project teams.
• Investigate and resolve application issues to ensure service quality and reliability.
• Plan, coordinate and test system changes, upgrades and new functionality.
• Maintain system documentation and support procedures.
• Evaluate new CRM capabilities and recommend improvements to services.

Skills

Communication skills

Stakeholder management

Analytical thinking

Education

Degree‑level qualification or equivalent

Tools

Microsoft Dynamics CRM

Dynamics 365

Power BI

Job description

Heriot-Watt University is recruiting a CRM Specialist (Student Systems) to support and develop the university's CRM platforms, primarily Microsoft Dynamics CRM, to enhance student recruitment, onboarding and engagement processes.

The role covers business analysis, application support, solution design and service improvement, working with stakeholders, technical staff and external partners.