CRM Administrator - Microsoft Dynamics 365

University Of Michigan; Ann Arbor (MI); Hybrid; USD 70,000 - 95,000; Full time

Job summary

Michigan Language Assessment is seeking a CRM Administrator for Microsoft Dynamics 365 to ensure platform performance and alignment with organizational goals. This role supports configuration, documentation, and ongoing improvements across the Dynamics 365 environment.

You will collaborate with SMEs to gather requirements, coordinate UAT, and manage change, with responsibilities spanning incident management, access controls, and vendor relationships.

Qualifications

• Bachelor's degree in business operations or related field, or equivalent experience.
• Excellent oral and written communications skills.
• Basic knowledge of Microsoft Dynamics 365.
• Excellent understanding of business operations and logistics.
• Proven ability to manage and implement new operational systems and processes.
• Experience supporting operational improvement initiatives.

Responsibilities

• Serve as SME on platform design, functionality, and configuration for Microsoft Dynamics 365 CRM and maintain system documentation.
• Lead implementation and change management for Dynamics 365 CRM, managing the feature backlog.
• Coordinate requirements with SMEs and execute user acceptance testing (UAT).
• Oversee platform performance management, incident handling, tickets, and metrics.
• Manage vendor and internal user relationships; conduct regular access audits.

Skills

Excellent oral and written comms

Strong interpersonal skills

Ability to learn and utilize business/

Education

Bachelor's degree in business operations or related field

Equivalent experience

Tools

Microsoft Dynamics 365 CRM

Scripting in frameworks

Job description

CRM Administrator - Microsoft Dynamics 365

When you work for Michigan Language Assessment, you join one of the oldest and most respected language-testing organizations in the world. Michigan Language Assessment is committed to delivering outstanding and reliable English language assessments based on 70+ years of assessment expertise. You also become part of two leading, world-renowned universities the University of Michigan, one of the best universities to work for in the country, and Cambridge Assessment English, which is part of the University of Cambridge and has over 100 years of experience assessing English language proficiency.

The Michigan Language Assessment team is diverse, dynamic, and committed to building and strengthening a culture of inclusion, support, innovation, adaptability, quality, and trust. You'll have the chance to collaborate with peers from more than a dozen countries as you help us grow domestically and globally. We believe in hard work and the importance of personal time. We believe good ideas can come from anyone in the organization. We believe that difficult projects and hard tasks can be accomplished in an atmosphere that's collegial and supportive, because we're all in this together.

The CRM Administrator - Microsoft Dynamics 365 is responsible for the optimal performance of Microsoft Dynamics 365 CRM, a software as a service (SaaS) platform, used by the organization. This position will serve as a key support role to our internal team in troubleshooting, evaluating, and resolving operational issues as they relate to the platform. They will serve as the primary liaison to vendors, ensuring optimal performance of the platform and associated integrations, ongoing alignment of capabilities and organizational use and processes, and resolution of issues or support questions. The CRM Administrator - Microsoft Dynamics 365 will assist with the creation and maintenance of platform and process documentation.

Responsibilities*

• Serve as subject matter expert (SME) on platform design, functionality, and configuration for Microsoft Dynamics 365 CRM, a software as a service platform (SaaS) used for end-to-end delivery of our assessment products. Build and share organizational knowledge of the platform and its capabilities, including creating and maintaining system documentation and tracking new feature releases.
• Evaluate and detect opportunities to improve alignment of available functionality and use of Microsoft Dynamics 365 CRM for assessment and operations functions.
• Lead on implementation and change management for Microsoft Dynamics 365 CRM for end-to-end delivery of our assessment products, including managing the feature development backlog. Contribute to platform development projects by providing expert guidance and advice related to the system capabilities and user requirements.
• Lead on development of requirements as identified by functional area SMEs in the organization and coordinate and execute user acceptance testing (UAT).
• Lead on platform performance management, which includes incident management, support ticket oversight, and metrics tracking to ensure optimal service levels are maintained. Ensure all system administration tasks are conducted according to procedures and are regularly monitored for compliance with requirements.
• Manage and develop vendor and internal user relationships.
• Control system access and permission profiles, achieving appropriate empowerment of staff to conduct business critical activities while maintaining necessary controls. Conduct regular system access audits.

What You’ll Do

Michigan Language Assessment is seeking a qualified CRM Administrator for Microsoft Dynamics 365 to join our innovative team. The person in this role will be responsible for our Dynamics 365 platform's functionality and configuration, making sure that system quality and efficiency supports end-to-end delivery of high-stakes assessment products. You'll help identify and implement system improvements; ensure that our use of Dynamics 365 is in alignment with the organization's strategic goals; manage the feature development backlog; and provide expert guidance on capabilities and user requirements. During our development cycles, you'll collaborate with functional area experts during requirements gathering, take the lead in coordinating UAT, regression testing, and staff training, as well as be responsible for documentation and release notes.

Your Dynamics 365 leadership will also encompass platform performance management: you'll oversee platform incident management, support-ticket processes, metrics tracking, and compliance. The person in this position will also manage relationships with vendors and internal users, control access and permissions, and conduct regular system-access audits.

You’ll be joining a supportive, quality-focused team in a dynamic work environment that values innovation. Although our organization is relatively small, you will benefit from the resources and expertise of our joint venture between the University of Michigan and Cambridge University Press & Assessment. This role reports to the assistant director of information technology.

Required Qualifications*

• Bachelor's degree in business operations or related field, or equivalent experience
• Excellent oral and written communications skills
• Basic knowledge of Microsoft Dynamics 365
• Excellent understanding of business operations and logistics
• Advanced-level attention to detail and ability to manage competing demands
• Proven ability to manage and implement new operational systems and processes
• Strong interpersonal skills; ability to build positive professional relationships
• Exceptional ability to learn and utilize business software and applications
• Strong drive, motivation, and enthusiasm
• Significant experience working in business operations
• Experience supporting operational improvement initiatives
• Experience working cross-departmentally
• Experience working concurrently on multiple large projects with a high degree of accuracy, adhering to tight deadlines
• Experience troubleshooting operational issues in Microsoft Dynamics 365 CRM, or equivalent complex software
• Experience initiating and driving forward documentation creation and organization initiatives
• Experience creating process and procedure documentation
• Experience with scripting in a variety of frameworks

Desired Qualifications*

• Proven ability to learn complex systems
• Familiarity with high-stakes assessments
• Experience in project management

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes .

Work Locations

Michigan Language Assessment is seeking candidates located in or around Ann Arbor and supports a fully remote work from home schedule with occasionally scheduled in person activities.

Suitably qualified candidates outside of the Ann Arbor commuting area may be considered.

Application Deadline

Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

U-M EEO Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.

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