IT Systems Analyst- MS Dynamics 365 CRM

Goodwill of Central and Northern Arizona; Phoenix (AZ); On-site; USD 65,000 - 90,000; Full time

Job summary

Goodwill of Central and Northern Arizona is seeking an IT Analyst to provide analysis, configuration, support, and implementation of customer-facing retail and CRM technologies within the IT Department.

You will administer Dynamics 365 Customer Engagement, configure forms, views, dashboards, and security roles, coordinate with vendors and internal teams, and ensure data quality and user adoption across IT, Marketing, and Retail.

Qualifications

• Bachelor’s degree or equivalent experience in IT, IS, or business.
• 1-5 years IT Analyst or related experience.
• 2-3 years hands-on Dynamics 365 CRM knowledge.
• Experience with Dataverse, Power Platform, Azure integrations.
• Experience with reporting, testing, and data management.
• Ability to collaborate with cross-functional teams and vendors.
• English language proficiency; valid driver's license and background checks as required.

Responsibilities

• Administers and supports Microsoft Dynamics 365 Customer Engagement and related apps.
• Configures forms, views, tables, dashboards, workflows, security roles.
• Troubleshoots issues and coordinates resolution with internal teams and vendors.
• Gathers requirements with IT, Marketing, and Retail to translate needs into system solutions.
• Supports Dataverse, Power Platform, Azure, SharePoint, and other Microsoft integrations.
• Monitors data quality; performs validation, cleanup, deduplication.
• Supports testing, release validation, documentation, reporting, and end-user training.
• Coordinates user access, environment governance, and support procedures in alignment with IT standards.
• Compiles analysis and reporting for software initiatives and projects.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

Skills

Dynamics 365 CRM

Dataverse

Power Platform

Azure integrations

Reporting

Testing

Data management

Cross-functional collaboration

English proficiency

Education

Bachelor's degree in IT / IS / Business or equivalent

Tools

SharePoint

Job description

Provides technical expertise in the analysis, configuration, support, and implementation of customer-facing retail and CRM‑related technologies for the IT Department. Supports Microsoft Dynamics 365 Customer Engagement and related Microsoft platforms used across IT, Marketing, and Retail. Partners with internal stakeholders, vendors, and technical resources to troubleshoot issues, maintain data quality, support integrations, and improve system performance, documentation, and user adoption.

Essential Duties and Responsibilities

• Administers and supports Microsoft Dynamics 365 Customer Engagement and related customer-facing applications.
• Configures and maintains forms, views, tables, dashboards, workflows, business rules, and security roles.
• Troubleshoots application, integration, and data issues and coordinates resolution with internal teams and vendors.
• Partners with IT, Marketing, and Retail to gather requirements and translate business needs into system solutions.
• Supports Dataverse, Power Platform, Azure, SharePoint, and other approved Microsoft integrations, as applicable.
• Monitors data quality and performs validation, cleanup, deduplication, and integrity checks.
• Supports testing, release validation, documentation, reporting, and end‑user training.
• Coordinates user access, environment governance, and support procedures in alignment with IT standards.
• Compiles analysis and reporting for software initiatives and projects.
• Models Goodwill Core Values – Trust, Collaboration, Engagement, Ownership, and Innovation.
• Performs other related duties, as assigned.

Minimum Qualifications (Education, Experience, Skills)

• Bachelor’s degree in Information Technology, Information Systems, Business, or equivalent experience.
• 1-5 years’ experience working as an IT Analyst, Systems Analyst, or related role.
• 2-3 years’ hands‑on experience supporting Microsoft Dynamics 365 CRM, Customer Engagement, or a comparable platform.
• Experience with system configuration, troubleshooting, business requirements, and user support.
• Experience with Dataverse, Power Platform, Azure integrations, reporting, testing, and data management.
• Experience working with cross‑functional teams and third‑party vendors.
• Ability to collaborate and work effectively in partnership with others.
• Ability to multitask and work in a fast‑paced environment.
• Ability to handle confidential and sensitive information with integrity.
• Ability to speak and read English proficiently.
• Valid drivers' license and clean MVR.
• Ability to pass a background check and drug screen, where applicable for position.
• Ability to obtain or currently retains a Fingerprint Clearance Card.