CRM Specialist - D365

CRM Specialist - D365

About the job

At the Trudell Medical Group of Companies our vision is to provide patients throughout the world with medical devices and services that make their lives better. The Group manufactures and globally markets some of the leading brands in respiratory care, including the AeroChamber® brand of valved holding chambers, the Aerobika® brand of OPEP devices, and the AeroEclipse® brand of nebulizers. Trudell Medical Limited is the Corporate entity within the Trudell Medical Group of Companies and operates out of our offices in London, Ontario Canada.

CRM Specialist - D365 is a role in our corporate IT team.

Your success in this role will be grounded in your values as a person who always acts with integrity and who treats everyone with respect. You continuously improve the systems and processes around you, and you take accountability for your work. You thrive in a team environment where you are open to learning from others, adjust to others’ styles, and drive hard to reach shared objectives.

You hold a post secondary degree or diploma in computer science or computer engineering and have previous experience gathering requirements and supporting implementation of technology solutions in the areas of sales enablement, marketing automation or customer experience management. You have experience with Dynamics 365 and preferably you are a certified in Dynamics 365 CRM Fundamentals and or Dynamics 365 Customer Service Functional Consultant Associate. You also have other Microsoft certifications (e.g., Microsoft Power Platform + D365 Core, Microsoft D365 + Power Platform Solution Architect). You have at least 2 years experience customizing and configuring Microsoft Dynamics 365 CRM as well as experience working with sales, marketing and/or customer service teams. You are proficient in M365 (Teams, OneNote, Excel, PowerPoint, etc.), Wrike, DevOps or other project management/collaboration tools and have experience developing for MS SQL Service Reporting Services and Integration Services. You understand programming fundamentals and have knowledge of JavaScript and C#.

As a member of the Trudell corporate IT team, you will support the Sales, Marketing, and Customer Service teams in all divisional locations to focus on their business and operations strategies. You will also support divisional teams by understanding, analyzing, recommending, and supporting best practice business solutions that leverage common processes, systems, and data in customer service, sales enablement, CRM, marketing automation, and field service.

As part of a cross-functional core team, you will liaise and communicate with the ERP/CRM core team functional leads, implementation team, technical consultants, business stakeholders and relevant management.

Specifically, you will focus on:

CRM Administration

• Support the daily cross-functional operational readiness of the Trudell Medical Group’s shared Microsoft Dynamics platform.
• Support the management of security, users, roles, profiles, groups, teams, queues, and other Microsoft Dynamics setup options as necessary.
• Maintain the integrity of services integrated with our cloud environments, including in-house systems and external integrations.
• Resolve user tickets related to the use of Dynamics CRM. Liaise with internal stakeholders as required.
• Train/support end users with the use of the DYNAMICS application, and act as an escalation point for internal DYNAMICS issues.

CRM Continuous Improvement

• Evaluate new Dynamics releases and applications, participate in plans for their implementation and remain current with Dynamics administration best practices.
• Execute Dynamics enhancement projects to support business needs, including collaborating closely with external contractors, solution vendors, and consultants to deliver new business functionality to the platform.
• Utilize appropriate tools to create custom enhancements for Dynamics 365 CRM to meet defined business requirements.
• Develop integrations between systems to improve efficiency of collection and sharing of data using appropriate tools.
• Create reports in Dynamics to meet operational requirements including maintaining a standard set of queries/reports to satisfy requirements; validate queries/reports created by others in the organization and assist in the interpretation of data. Provide meaningful and actionable intelligence to our business groups.
• Follow best practices to ensure security of private health information and corporate data.

Communication and Administration

• Ensure clear and concise communications with both internal and external customers and suppliers.
• Communicate insights into organizational needs and activities to IT and business team members.
• Report on project and task dependencies, status, and progress.
• Ensure documentation is completed for designated solutions.
• Remain abreast of trends and changes tied to the profession and business.

Posted on Nov 24, 2023.

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