As a Business Analyst/Configuration Administrator, you will play a crucial role in deploying and maintaining Microsoft Dynamics 365 solutions tailored for our customer service operations. This position involves close collaboration with both local and central business and IT teams to propose solutions, configure, and optimize our Dynamics 365 environment to enhance business operations. You must be detail-oriented, capable of handling multiple requests from a diverse user base, and have a deep understanding of Microsoft Dynamics 365’s technical and functional capabilities. Strong business intelligence skills are also required to effectively support and drive business needs.

Main Responsibilities:

Technical Solution Planning: Provide strategic planning and a comprehensive overview of technical solutions to stakeholders, specifically focusing on Microsoft Dynamics 365.
Level 2 Support: Offer advanced support for Microsoft Dynamics 365, resolving complex system issues and ensuring system reliability and performance.
Functional Setup and Configuration: Configure and manage Microsoft Dynamics 365 settings according to functional requirements.
User and Access Management: Manage users and define access rights within Microsoft Dynamics 365 to maintain security and operational integrity.
Training and Documentation: Create and maintain detailed training materials and documentation for Microsoft Dynamics 365; conduct training sessions to introduce new features.
Community Engagement: Lead the local key user community for Microsoft Dynamics 365, fostering engagement and continuous learning.
User Satisfaction and Follow-up: Monitor user satisfaction and respond to feedback to improve the Microsoft Dynamics 365 user experience.
Business Performance Monitoring: Track and analyze tool usage and business KPIs through Microsoft Dynamics 365 to ensure alignment with business objectives.
General Support and FAQs: Provide ongoing support and maintain a knowledge base for frequently asked questions about Microsoft Dynamics 365.
Local Support Assistance: Support local key users and administrators with Microsoft Dynamics 365-specific configuration challenges.
Knowledge Management: Develop and maintain documentation and procedures for first-level support related to Microsoft Dynamics 365.
Collaboration with IT and Business Partners: Collaborate with developers, integrators, and business partners on enhancements and upgrades to the Microsoft Dynamics 365 system.
Integrating 3rd party solutions: working with API or connectors to integrate external systems with Microsoft Dynamics 365 (i.e. CTI, BI)
Compliance: Ensure all configurations and deployments comply with IT policies and procedures.

Qualifications & skills:

Minimum 2 years’ experience MS Dynamics tool configuration
Fluent business English (written and spoken)
Business Acumen: Strong understanding of business operations and strategic implications with a focus on Microsoft Dynamics 365.
Customer Focus: Strong dedication to meeting the needs of users, enhancing their interaction with Microsoft Dynamics 365.
Communication and Influence: Excellent communication skills with an ability to effectively advocate for system improvements and influence stakeholders.
Team Collaboration: Ability to build relationships and effectively work within and across teams.
Change Management: Skilled in managing organizational change, particularly related to technology implementations like Microsoft Dynamics 365.
Results-Oriented: Demonstrated ability to meet and exceed targets, especially in technology-driven projects.
Project Management: Strong organizational skills with the ability to manage multiple priorities in a dynamic environment.
Problem Solving: Analytical and creative approach to solving technical and business challenges using Microsoft Dynamics 365.