Applications Specialist - Customer Experience Systems

Key Responsibilities

• CX Systems Administration: Perform backend administration of Dynamics CRM, Integrated Customer Experience system, and Voice of the Customer insight systems.
• Dynamics CRM Management: Handle deployment, license management, service uptime, reports management, and workflow maintenance.
• Vendor Engagement: Engage, coordinate, and work with application vendors for escalations, upgrades, health checks, and maintenance reviews for Customer Experience systems.
• System Enhancement: Design, plan, and budget for system enhancements and/or related requirements.
• Security & Compliance: Perform work in compliance with specified security and assurance requirements.
• Performance Tuning: Manage and ensure continuous performance tuning, upgrades, and resource utilization as required.
• Governance: Create and maintain documentation as it relates to system configuration, licensing, mapping, and processes in compliance with policies and procedures.
• Disaster Recovery: Plan, organize, and perform DR test exercises as required.
• Service Reviews: Plan, schedule, and organize monthly service review meetings with system vendors.

Requirements and Qualifications

• Education: Bachelor’s Degree in Information Technology, Computer Science, or a related discipline.
• Professional Qualifications: MOUS, MCP, MCSE, MCITP, MCTS, or Dynamics 365 certification.
• Experience: Minimum of 3 years of experience.