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IT CRM Solutions Engineer
Ref No.: 18-00324
Location: Canonsburg, Pennsylvania
The IT CRM Solutions Engineer will play a key role in delivering next generation IT Service and Customer Relationship Management platform. The role's primary responsibilities are to design, implement and support CRM forms, workflows and integrations with other systems. The individual participates in all phases of the development life cycle. The person in this role will provide hands-on technical expertise to develop code, integrations, enhancements and architecturally sound solutions that will support the growth of ITSM and CRM platforms for our customers.
Essential Job Functions
Design and deliver technical solutions on the CRM platform
Design and implement short and long-term strategic plans and roadmaps that align with the present and future needs of business and defined software release projections
Hands-on extensive knowledge of leveraging REST/SOAP frameworks for integrations with varied upstream and downstream IT systems
Experience in leveraging platform automation with system tools
Work with Business and Process Owners to understand business requirements and develop robust solutions based on platform strategy
Ability to recommend design solutions based on experience and best practices
Perform administration, development, documentation and technical support of the Microsoft Dynamics CRM platform and integrations
Closely monitor performance of environment; identify problems and implement solutions
Establish, administer and monitor security in the environment including the setting of appropriate end-user data access control levels
Design business processes and data flows between Microsoft Dynamics CRM applications and other 3rd party applications
Creation of system/design documentation to facilitate knowledge transfer and increase application maintainability
Perform configurations and customizations, update set migration, data migration, environment management, and user/group management
Perform gap analysis between the client's requirements and functionality within CRM
Extend Microsoft Dynamics CRM through the creation of new forms, workflows and reports
Develop and implement solutions in accordance with Microsoft and best practices
Lead application design sessions to ensure accuracy toward business requirements and development guidelines
Provide first-level application support. Resolve problems and answer questions related to the environment
Contact vendor support when necessary; facilitate customer problem resolution with optimum speed and efficiency
Perform and manage system patches, upgrades, and all testing associated
Support testing, deployment, training and communication
Education/Certifications
High school diploma or equivalent
Bachelor's degree in Computer Science, Engineering, or related discipline highly preferred
Experience/Minimum Requirements
Five(5) to Seven(7) years' experience in supporting, administrating, programming, and support of a Microsoft Dynamics CRM enterprise application
Other Skills/Abilities
Strong knowledge and understanding of business needs with the ability to establish and maintain a high level of customer trust and confidence; familiarity with line-of-business legacy systems
Highly self-motivated and cooperative attitude
Ability to effectively prioritize and manage tasks in a high-pressure environment
Strong customer focus and ability to manage client expectations
Effective teamwork, interpersonal, and communication skills; ability to present and explain technical information to diverse types of audiences in a way that establishes rapport and gains understanding
Strong customer service orientation
Experience working in a team-oriented, collaborative environment
Ability to communicate effectively with both internal and external customers
Strong communication and customer service skills are important in this position in order to work well with the business
Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations
Highly motivated and self-directed
Ability to troubleshooting and determine root cause for encountered issues
Knowledge of workflow design, custom configuration, dashboard development, and plugin development within Microsoft Dynamics CRM
Ability to understand best practices and how to conduct automated deployments within Dynamics CRM
JavaScript and HTML experience
Working experience with Microsoft .Net
SDLC process knowledge within CRM
SQL, SSIS, T-SQL knowledge and experience
Highly preferred working knowledge creating automated regression testing
Ability to consistently complete tasks within agreed upon target dates