Application Consultant, D365 CRM

Primary Responsibilities:

• Serve as the primary customer contact for service delivery and relationship management
• Understand customer business goals and manage service delivery expectations
• Facilitate and coordinate communication between customers and internal stakeholders
• Act as Application Administrator and Subject Matter Expert for Anthology Reach and Raise
• Configure, integrate, and develop CRM business solutions
• Assist business stakeholders in translating concepts into written requirements
• Research and resolve end-user issues, including data and reporting concerns
• Recommend system configurations and propose business solutions
• Develop and implement test plans and quality assurance procedures
• Evaluate new features in Microsoft Dynamics 365 and Anthology releases
• Communicate project and release status to stakeholders
• Conduct ad-hoc training sessions for system users
• Manage and resolve escalated product support tickets
• Participate in ongoing training and development for product and consulting knowledge
• Document customer interactions and contribute to knowledge sharing
• Drive process improvement initiatives to enhance delivery efficiency
• Create and update Salesforce cases and coordinate weekly activity reports
• Occasional travel may be required

Required Skills/Qualifications:

• Bachelor's degree in Computer Science, Engineering, Business Administration, Finance, or related field
• 2–5 years of experience with Microsoft Dynamics
• Experience with MS SQL Server scripting and SSIS packages
• Hands-on with Power Platform: PowerApps, Power BI, Power Automate
• Strong interpersonal and communication skills
• Experience communicating with executives/senior management
• Strong analytical and logical thinking
• Ability to work independently and with cross-functional global teams
• Positive attitude and ability to thrive in fast-paced environments
• Strong time management and prioritization skills
• Fast learner with ability to adapt to new technologies
• Excellent troubleshooting and problem-solving abilities
• Proven effective listening and negotiation skills
• Fluent in written and spoken English at CEF B2 level or above

Preferred Skills/Qualifications:

• Experience in technical support or system administration
• Business analysis skills for designing CRM solutions (especially Dynamics 365 or Power Platform)
• Experience with MS Dynamics 365 Customer Engagement, Sales, or other CRM software
• Knowledge of MS SSRS and Power BI
• Certification: Microsoft Power Platform + Dynamics 365 Core
• Higher Education industry experience
• Familiarity with MS Dynamics HigherEd Accelerator
• Experience with HTML and JavaScript