Jobs in Cardiff, United States

D365 Functional Analyst

Fully Remote home working (4 trips to South Wales annually)

£46,000 per annum

The role focuses on the support, optimisation and continuous development of the Divisional Microsoft Dynamics 365 system.

This role sits at the centre of a global organisation operating across 12 business units and supporting over 650 users on the latest version of Dynamics 365 CRM.

You’ll be part of a small, focused team (2 people) responsible for maintaining and developing CRM functionality at a divisional level. The work is 80% configuration and 20% support, with the service desk handling standard user queries.

• Analyse business requirements and translate them into CRM solutions using configuration, workflows, and automation.
• Configure D365 entities, forms, business rules, views, and dashboards to meet functional needs.
• Manage user access, permissions, and data structures, including master data items and product or contract configurations.
• Investigate and resolve escalated issues relating to CRM functionality, integrations, or data integrity.
• Work with developers and vendors to implement technical solutions.
• Provide expert guidance on CRM capabilities and limitations.
• Reduce manual tasks through intelligent use of CRM features and integrations.
• Deliver training sessions and create user guides to improve CRM adoption.
• Act as a point of contact for CRM‑related queries and troubleshooting.
• Monitor system health, data integrity, and performance metrics.
• Develop prompts, templates, and use cases that leverage Copilot across Outlook, Teams, Excel, and Dynamics 365.
• Test, document, and deploy CRM changes into production following agreed processes.
• Monitor system adoption and performance, providing insights and recommendations for improvement.
• Support integration points with tools such as Experlogix SmartFlows, ClickDimensions, and external web forms.
• Contribute to wider data and CRM initiatives across the organisation, helping standardise and streamline business processes.

• Microsoft Dynamics 365 CRM (latest release)
• Experlogix SmartFlows for process automation and document generation
• ClickDimensions for marketing automation
• External web forms integrated with D365
• Power Platform including Power Automate and citizen developer enablement
• Three data centres across the US, Europe, and Southeast Asia

• Experience in a 2nd line support OR as a super user
• MS Dynamics CRM expertise
• Experience with data transfer tools
• Experience of configuration
• Understanding of master data
• Understanding of change management
• Strong analytical skills

• Experience with programming languages (C#, Javascript)
• Experience in SQL and SSRS
• Hands on experience with Microsoft Co-pilot

• Exposure to a large-scale, global D365 environment with varied requirements
• Be part of the Autopilot global rollout
• Opportunity to drive CRM configuration and process improvement rather than purely support work
• Be part of an organisation committed to automation, data integration, and citizen-led development
• Work across multiple business units, gaining experience with different operating models and regions
• Stable business-as-usual environment with a focus on continuous enhancement, not firefighting

• Permanent contract
• Annual bonus dependent on company performance. Pays up to 15%.
• 24 days annual leave plus bank hols
• Pension 5% employer and 4% employee
• 4 x salary life assurance
• Cycle to work scheme
• Retailer discounts
• Employee Assistance Program
• Annual Pay Review

For immediate consideration please send your CV in today