CRM Junior Functional Specialist

Job content

At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over seven million GCSEs and A-levels each year and it’s our people who make this happen.

CRM Junior Functional Specialist
Location: Guildford or Manchester
Permanent
Guildford - £39,523 - £45,604 + additional benefits
Manchester - £36,485 - £42,564 + additional benefits

Are you looking for a career path with coaching, mentoring and training tailored to your growth? You will be supported in your development alongside a team and manager who will take your progression seriously.

You will work a hybrid working arrangement with an average of 2 days a week in the office, excellent pension scheme with 11.5% being paid in annually on top of 7% from you, 25 days annual leave rising to 30 days with service, Christmas closure, alongside a host of other wellbeing benefits.

Perhaps you have you been working with Microsoft Dynamics 365 for a couple of years, supporting the maintenance of data quality and integrity within the system, owning the delivery of complete pieces of work through the entire lifecycle but are looking for the next step.

Working directly with three CRM Functional Specialists you will:

• provide in-depth knowledge of the Microsoft Dynamics CE application
• deliver configuration and customisation of Microsoft Dynamics
• identify the impact of new releases from Microsoft, undertake regression tests and make amendments to the configuration where required.

If you have worked in a similar role and thrive on working on tasks that will give you a much wider understanding of programme and project delivery then this role will allow you to develop those skills and more.

How to apply
Please upload your CV and covering letter via our AQA job portal .

• Closing date for applications is midnight on 28 February 2022.

Applications will be reviewed as we receive them and if a suitable candidate is identified, we reserve the right to close our advert sooner.

AQA is an equal opportunities employer and welcomes applications from all sections of the community regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes people unique. AQA is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and post holders to share this commitment. Our Safeguarding Policy is available on our website.

Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary
Main role purpose:

To support the Functional Specialists in applying a technical understanding of the CRM (Customer Relationship Management) and associated systems to support the leveraging of the functionality offered by the system to meet the needs of different users.

To scope, design, develop and implement business processes within the systems to support the achievement of AQA’s objectives – owning the delivery of complete pieces of work through the entire lifecycle.
This requires working with internal stakeholders and external partners as required.

To work with other CRM and technical staff to ensure the ongoing stability and viability of the system.

To provide system support and guidance to system users and manage risk, particularly ensuring the system meets relevant regulatory and legal expectations.Section 1 – Accountabilities

Key result areas:

Customer (external or internal)
Being trusted and reliable in assessment design and delivery
Collaborates with stakeholders throughout the business to ensure the specification of comprehensive sets of requirements aligned to business and customer objectives with clearly defined benefits
Demonstrates commercial flexibility by undertaking other responsibilities which are of a commensurate level as business needs change.
Supports and trains end users to use the system in the most effective way

Cash (finances)
Ensuring sound financial management and a robust asset base
Supports the cost effective use of the systems by usage of appropriate licence profiles
Ensures the system supports Continuous Improvement and process efficiency by agreeing clear business requirements and related benefits with stakeholders

Product and internal processes
Delivering quality products and outcomes – as recognised by the customer
Follows relevant processes to manage all change in a defined and controlled manner, including the production of functional design specifications
Ensures the system is and remains compliant with the relevant regulatory and legal expectations. Proactively manage relevant risks accordingly
Ensures AQA is safe and legally compliant by applying AQA’s policies and other legislative requirements including but not limited to HSE, Equal Opportunities and ISMS.

People and culture
Ensuring we have great people achieving their potential
Is an advocate of the CRM systems and their benefits to colleagues of all levels across AQA
Produces high levels of performance from direct reports and teams by modelling leadership behaviours with confidence and providing clarity, challenge, feedback, coaching and development in line with business objectives.
Conducts acceptance testing and training of end users, supporting the self-service model where appropriate

Technology
Delivering demonstrably secure, reliable, agile and cost-effective systems
Provides in-depth knowledge of the Microsoft Dynamics CE application and evaluates the business processes against the standard functionality. Applies technical understanding of the system to provide best practice advice for all required business processes.
Delivers configuration and customisation of Microsoft Dynamics and related technology to achieve the desired objectives, including the creation and maintenance of workflows
Takes ownership of own issues and issues escalated from 1st line support, troubleshoots and progresses to resolution, engaging with external parties (suppliers/ partners) as necessary
Supports and enforces the maintenance of data quality and integrity within the system
Identifies the impact of new releases from Microsoft, regression tests and makes amendments to the configuration where required to ensure continuity of service

Government and external
Providing timely, valued insight and evidence that inform policy
Identifies the impact of new functionality available in Microsoft releases and identifies anything that could be of benefit to AQA to support existing or future business requirements.

Section 2 – Key relationships and performance

Key internal relationships:
Internal stakeholders across the organisation who use or would like to use Dynamics and related technologies

Key external relationships:
system suppliers and support partners

Key performance indicators:
Fulfilling requirements of role in line with CRM team goals and individual goals.

Section 3 – Person profile
Knowledge
Expert working knowledge and understanding of Microsoft Dynamics CE and Power Apps - I/P
Knowledge of relevant data management legislation and understanding of how best to apply that to Dynamics CE and related technology - I/P
Solid knowledge and understanding of implementing technical changes in Microsoft Dynamics CE and related technology such as Power Apps - A/I
Good understanding of project management methodologies and process analysis techniques - A/I/P
Sound knowledge of database tools and techniques used in the development of IT applications - A/I/P
Some knowledge of mainstream computing platforms and architectures, operating systems, databases, networks and communications, integration services including ESB platforms, cloud computing delivery platforms (IaaS, PaaS, SaaS) desirable - I/P
Some knowledge of coding languages used in the development of CRM would be desirable - A/I

Qualification
Qualification in Business Analysis or Project Management desirable - A
Microsoft Dynamics – Certified Professional qualification desirable - A

Skills
Technical system customisation and configuration skills - A/I/P
Analytical skills to identify, analyse and document complex requirements and produce precise technical specifications - I/T/P
Proven ability to manage issues, risks and problems from identification through to resolution - I/P
Ability to use a variety of tools and techniques to analyse processes and proactively recommend process improvements - A/I/P
Proven ability to carry out thorough unit and system testing in a structured manner and provide suitable support for User Acceptance Testing - A/I/P
Good understanding of different development methodologies (ie Agile, Waterfall) - I/P
Able to consult, influence and negotiate effectively with stakeholders and partners - I/P
MS Product skills, especially Word, Excel, Power Point and Access, plus experience of reporting systems/ tools - A
Demonstrates resilience and calmness under pressure to meet tight deadlines in complex contexts - I/P
Demonstrates proactive collaborative working across functional areas to deliver shared goals - I/P

Behaviours
Communication - I/P
Flexibility - I/P
Customer focused - I/P
Personal contribution - I/P
Continuous excellence - I/P

Experience
Managing an area of work, ideally including the management/ co-ordination of staff - I
Implementation of configuration changes on Microsoft Dynamics CE - A/T/I
Successful track record of delivering changes on a CRM system to improve customer experience and process efficiency - A/I
Experience of supporting business users with fulfilling their data and MI needs - A/I
Experience of dealing with end user stakeholders - A/I
Experience of supporting the upgrading of MS Dynamics - A/I
Experience of working in an environment using standard project methodologies - A/I
Experience of writing test plans and coaching users in writing and executing UAT scripts - A/I
Championed CRM process best practice - A/I

Assessment key (criteria to be assessed at the selection stage)
A – application (it is essential to provide evidence on application for shortlisting purposes)
I - interview
T – test (or work sample)
P – probation

Job Type: Full-time