Job Description

Position Title: Developer - MS Dynamics 365 (CRM) Reporting Manager Title: Manager - Enterprise CRM System FLSA Status: Exempt Work Arrangement: Hybrid Date Created: 5/07/2024 Date Revised: Created By: Rami Sammour Position Summary: The Developer - MS Dynamics 365 CRM (Customer Relationship Management) provides high-level implementation and support for the enterprise CRM. This includes implementing new functionality, troubleshooting critical issues, managing system upgrades, and championing the "Dynamics Culture". Provides technical guidance and mentors other CRM team members. May be cross-trained to assist with other critical, enterprise systems and applications. Essential Duties and Responsibilities: Customizes and configures various modules within Dynamics 365, including Sales, Customer Service, and Marketing to align with business objectives. Creates custom, enterprise, and departmental dashboards to facilitate reporting and monitoring of CRM usage, activity, enterprise and/or organizational initiatives, marketing campaigns, etc. Facilitates user journey mapping workshops to map out the ideal customer experience within the CRM platform. Integrates Dynamics 365 with various data sources (internal and external) to ensure seamless data flow and a unified customer view. Collaborates with development and deployment teams to ensure solutions are implemented according to design specifications. Designs and documents scalable and secure Microsoft Dynamics 365 solutions, leveraging a deep understanding of the platform architecture and data model. Develops and documents integration strategies, ensuring data integrity and security throughout the integration process. Partners with Software Quality Assurance (SQA) to create test scripts, including scripts for integrated third-party systems and data integrations. Serves as a critical stakeholder during planning and execution of periodic system upgrades released by Microsoft. Partners with Internal Communications and Change Management resources. Follows standard protocols to communicate system changes and new functionality. Assists Business Analysts with business process reviews and functional and technical design. May participate in testing and validation of new functionality and documentation of results in software tracking tools, such as Jira. Provides functional guidance and insights to team members. Maintains confidentiality of Member/prospective Member information. Minimum Qualifications: Education: Bachelor's degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and work experience is required. Certifications: Have one or more Dynamics 365 Certification(s): Dynamics 365 Fundamentals and/or Dynamics 365 for Customer Service and/or Dynamics 365 for Sales and/or Dynamics 365 for Marketing and/or Dynamics 365 Power Platform Fundamentals D365 certification is requiredpreferred; Power Platform Certification is preferred. Experience: Seven to ten years of progressive experience with at least 5 years as a CRM Architect or similar role/responsibility. Financial institution experience preferred. Demonstrated experience with Microsoft Azure cloud services required. Knowledge, Skills, and Abilities: Advanced knowledge of Microsoft Power Platform: Power BI, Power Apps, Power Automate, Power Virtual Agent. Proficient in various bug tracking software and collaboration tools such as Jira and Azure DevOps Deep knowledge of technology processes, implementation procedures, and administration of critical, enterprise applications, as well as a broad & deep understanding of various, financial institution business units, products, programs, services, and processes. Strong interpersonal communication and collaboration skills, including strong listening skills, emotional intelligence, analytical, and creative thinking abilities. Excellent analytical, communication and technical skills combined with excellent planning and organizational skills, allowing effective communication of complex issues in a structured, concise, and easily understandable manner. Ability to design processes and workflows that are highly member- and employee-centric with a focus on automation and ease of doing business. Ability to create and/or edit technical documentation, including but not limited to technical requirements, process workflows, and diagrams, training materials, user guidelines, and other publications. Ability to be flexible and adaptable. Effective time management skills. Demonstrates the ability to manage multiple priorities while working collaboratively. Possesses the ability to drive enterprise-wide adoption of the "Dynamics Culture" and be recognized as a "change champion". Technical expertise and general understanding of software applications, technological trends, and evolutions, especially in the customer relationship management discipline. Continually learns and stays current with trends in the marketplace. Detail oriented and highly organized and efficient. Physical Demands and Work Environment: (The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position and/or may be encountered while performing essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.) While performing the essential duties of this position, an employee would frequently be required to stand, walk, and sit. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate. Our company offers a dynamic hybrid work arrangement, which requires three days of on-site work, in the Sugar Land, TX office. Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Texas Dow Employees Credit Union is an equal opportunity employer, dedicated to a policy of non-discrimination in employment on any basis including race, color, age, protected veteran status, sex, religion, disability, genetic information, national origin or other status protected by federal, state or local law. Consistent with the American Disabilities Act, applicants may request accommodations needed to participate in the application process. Texas Dow Employees Credit Union

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