Dynamics 365 Support Analyst

The General Optical Council; Greater London; On-site; GBP 44,000 - 59,000; Full time

Job summary

The General Optical Council seeks an experienced CRM Support Analyst to manage the Dynamics 365 environment, provide user support and deliver enhancements and reporting. You will handle data imports/exports, security and licensing considerations while coordinating with developers and third-party providers.

You will also develop training materials, workflows and dashboards, ensuring GDPR compliance and robust data governance across the CRM platform.

Qualifications

• 3+ years with Microsoft Power Platform including Dynamics 365 (cloud).
• Experience configuring/customising D365 CRM: model-driven apps, permissions, views & dashboards; Power Automate flows.
• Experience handling sensitive data and GDPR practices.

Responsibilities

• Own the Dynamics 365 environment (≈60 users), advise on storage, strategy and licensing.
• Provide application support for users, including training and data queries.
• Data management, imports/exports, synchronization, integration with other apps; testing, configuration, troubleshooting and planning enhancements.
• Create/modify reports in SSRS, dashboards, charts and forms per predefined structures.
• Manage user access rights and security settings; maintain privileges.
• Collaborate with developers/third parties to implement enhancements and maintain SLAs.
• Create training manuals, policies and procedures; build custom reports, workflows and dashboards.
• Review Dynamics 365 platform; identify architectural deficiencies and opportunities.

Skills

Power Platform

Dynamics 365

Data analysis

Reporting

Stakeholder management

Communication

Training & guidance

UAT / testing

Azure / SharePoint

SQL (basic)

Tools

SSRS reports

Power Automate

Azure

SharePoint

Office 365

SQL

Job description

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.

Essential skills/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 communication skills.
• 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.

Salary: £51,593

Closing date: 11:59pm, Tuesday 06 October 2026

Please note we reserve the right to close the role early dependent on number of applications.

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.