CRM Analyst - Dynamics 365

About Our Client
Our Client is a leading financial institution renowned for its innovative banking solutions and customer-centric approach. With a strong emphasis on digital transformation, they strive to empower individuals and businesses alike through accessible and secure financial services. Committed to excellence and sustainability, our Client continues to shape the future of banking with a focus on reliability, integrity, and community engagement.

Role Overview
The CRM Analyst - Dynamics 365 will play a pivotal role in the design, configuration, and implementation of Microsoft Dynamics 365 Customer Relationship Management solutions. The role requires a deep understanding of workflows, business processes, data integrations, and system functionality, as well as the ability to provide training and support to maximise CRM adoption. You will work closely with senior CRM and technical teams to deliver solutions that align with business objectives.

Key Responsibilities

• Subject Matter Expertise: Act as a point of contact for CRM-related queries, providing guidance on system configuration, workflows, dashboards, data quality, business processes, and reporting.
• Business Analysis: Examine business processes and requirements, identify areas for improvement, and recommend best practice solutions within the Dynamics 365 platform.
• Documentation Support: Assist senior CRM team members in maintaining comprehensive functional documentation, system procedures, and process workflows.
• Solution Design: Collaborate with the Senior CRM Technical Analyst to design solutions, including functional requirements, data flows, and integration specifications.
• System Configuration: Customise D365 CRM to meet business needs, including workflows, entities, dashboards, and reports.
• Implementation & Deployment: Support the roll-out of CRM solutions, ensuring compliance with business objectives and technical standards.
• Data Integrity: Monitor CRM data to ensure consistency, accuracy, and security.
• Training & Development: Create training materials, user guides, and conduct sessions to enable effective use of CRM, promoting best practices.
• Cross-Functional Collaboration: Work alongside business analysts, project managers, CRM administrators, and QA teams to optimise system functionality.
• Integration Support: Coordinate with IT and development teams to integrate CRM with enterprise systems and third-party applications.
• Reporting & Monitoring: Build queries, dashboards, and reports to track progress against strategic goals.
• Workshops: Facilitate fit-gap analyses and business requirement workshops.

Qualifications, Skills, and Attributes

• Education: Knowledge of industry-standard business analysis notations. MQF Level 5 or higher in Computer Science, Information Systems, Analytics, or a related field is preferred.
• Experience: Minimum of 3 years’ hands-on experience in a similar role, preferably within CRM systems such as Microsoft Dynamics 365, with exposure to breaking down complex business problems and implementing solutions.
• Language Skills: Excellent command of English is required; Maltese communication skills are an asset.
• Communication Skills: Strong verbal and written communication to effectively convey system functionalities and business insights.
• Interpersonal Skills: Collaborative, proactive, and able to work effectively within cross-functional teams.
• Technical Skills: Proficiency with Microsoft Dynamics 365 CRM, Power Platform, data flows, system integrations, and reporting tools.
• Organisation: Strong organisational skills to manage multiple tasks and priorities efficiently.
• Self-Motivated: Demonstrates initiative, adaptability, and a commitment to learning emerging technologies.
• Problem-Solving: Analytical thinker with keen attention to detail and the ability to resolve complex system and process issues.

What's on Offer

• Compensation: A competitive base salary with performance-based incentives.
• Working Hours: Standard business hours with flexibility as required. Hybrid working arrangements.
• Other Benefits: Additional vacation leave, free basic health insurance, access to certified training through an internal academy, relocation support, preferential staff loan rates, pension contributions, and an inclusive workplace culture.
• Career Development: Exposure to high-impact projects and strategic learning initiatives in a leading financial organisation, with opportunities to grow in scope and responsibility.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid & constructive feedback to enhance your CV.
• Interview Planning: Get personalised prep sessions prior to your interviews.
• Cultural Fit Assessment: Understand the company culture to ensure it's the right environment for you.
• Long Term: Gain insights into the role and company for a long-term, stable career move.
• Exclusive Opportunities: Access a broader range of job opportunities.
• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.
• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.
• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.
• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.
• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

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