Dynamics 365 Support Analyst

General Optical Council; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

General Optical Council in London seeks an experienced CRM Support Analyst to own the Dynamics 365 environment, support users, and drive enhancements. You will manage data imports/exports, build dashboards, and coordinate with developers and vendors to deliver reporting and integration improvements.

The role requires strong GDPR knowledge, attention to data security, and excellent stakeholder management. You will design training materials and contribute to process improvements across the MS 365

Qualifications

• Minimum of three years working with Microsoft Power Platform including Dynamics CRM 365 (cloud version).
• Experience with Microsoft Dynamics CRM configuration, customisation and development including model-driven apps, permissions, views and dashboards and Power Automate flows.
• Must have experience working with sensitive data and knowledge of GDPR practices.
• Excellent stakeholder management skills and strong analytical/problem-solving abilities.
• Experience in reporting, data analysis and building dashboards using SSRS, Power BI or similar tools.
• Experience with user acceptance testing, training materials and implementation support.
• Knowledge of Azure, SharePoint, Exchange, Teams and Office 365; ideally also SQL and related Power Platform/Dynamics 365 apps.
• Power Platform, Dashboard, API and SSRs Report development experience.
• Management of different Dynamics user licenses and storage to minimise costs.

Responsibilities

• Ownership of the Dynamics 365 environment for ~60 users including licensing decisions.
• Provide application support, user training, data queries and admin tasks.
• Data management: imports/exports, synchronization and integration with other systems.
• Create and modify reports, dashboards, charts and forms.
• Manage access rights, security settings and user privileges.
• Collaborate with developers and vendors to implement enhancements and maintain SLAs.
• Create training manuals, policies and procedures, build reports and workflows.
• Review Dynamics platform and identify opportunities for improvement.

Skills

Power Platform

Dynamics CRM configuration

Model-driven apps

Power Automate flows

Data analysis

Stakeholder management

GDPR knowledge

SQL

Azure

SharePoint

Office 365

Tools

Microsoft Dynamics 365

Power Platform

Azure

SharePoint

SQL

Job description

Please see job description for more information

About the GOC

We are the regulator for the optical professions in the UK. We currently register approximately 30,000 optometrists, dispensing opticians, student opticians and optical businesses. Our purpose is to protect the public by promoting high standards of education, conduct and performance amongst opticians.

About the role

The General Optical Council utilises Microsoft Dynamics 365 CRM software (not Business Central/F&O) to manage operations and store operational data. We are looking for an experienced CRM Support Analyst to support the current software, coordinate future enhancements of the application, enhance and deliver reporting and undertake minor configuration/customisation/development work.

Key accountabilities

• Ownership of the Dynamics 365 environment (approx. 60 users) including advising on storage requirements, strategic direction and licencing.
• Provide application support for users including systems training, data queries and other administrative tasks.
• Data management (including data imports/exports), synchronisation and integration with other business applications, systems testing, configuration, troubleshooting and planning enhancements.
• Report data in the predefined structures - modify tables, views, charts, dashboards, SSRS reports and forms.
• Maintain application access rights, security settings, and user privileges.
• Collaborate with developers and third-party vendors to drive successful implementation of enhancements/integrations and maintenance of appropriate service levels.
• Create and update training manuals, policies and procedures, build custom reports, workflows and dashboards as requested.
• Review the MS Dynamics platform and solutions. Identify and address any architectural deficiencies and flag opportunities for improvement.

Essentialskills/experience/qualifications

• Minimum of three years working with Microsoft Power Platform including Dynamics CRM 365 (cloud version).
• Experience with Microsoft Dynamics CRM configuration/ customisation / development skills including model driven apps, permissions, views and dashboards and power automate flows
• Must have experience working with sensitive data and have a sound knowledge of GDPR practices.
• Excellent external and internal stakeholder management skills
• Excellent business analyst and problem-solving skills
• Excellent data analysis, management and reporting skills
• Experience in user acceptance testing, training, producing guidance documentation and implementation support
• Experience of other Microsoft Technologies including Azure, SharePoint, Exchange, Teams, Office 365 and other Power Platform/Dynamics 365 related applications (ideally also Microsoft SQL).
• Power Platform, Dashboard, API and SSRs Report development experience.
• Management of different Dynamics user licence types and storage to minimise costs.

We are committed to ensuring that in exercising all of our functions we operate in a fair and transparent manner and in a way that is free from discrimination, harassment and victimisation. Within all of our functions, we are committed to promoting equality; valuing diversity; being inclusive; and meeting our equality duties. We will not discriminate on age; disability; gender reassignment; race/ethnicity; religion or belief; gender; sexual orientation; marriage and civil partnership; and pregnancy and maternity.