Job Title: D365 Functional Analyst
Location: Fully Remote home working (4 trips to South Wales annually)
Salary: £46,000 per annum + company bonus option
The role
The role focuses on the support, optimisation and continuous development of the Divisional Microsoft Dynamics 365 system.
This role sits at the centre of a global organisation operating across 12 business units and supporting over 650 users on the latest version of Dynamics 365 CRM.
You’ll be part of a small, focused team (2 people) responsible for maintaining and developing CRM functionality at a divisional level. The work is 80% configuration and 20% support, with the service desk handling standard user queries.
Responsibilities
* Analyse business requirements and translate them into CRM solutions using configuration, workflows, and automation.
* Configure D365 entities, forms, business rules, views, and dashboards to meet functional needs.
* Manage user access, permissions, and data structures, including master data items and product or contract configurations.
* Investigate and resolve escalated issues relating to CRM functionality, integrations, or data integrity.
* Work with developers and vendors to implement technical solutions.
* Provide expert guidance on CRM capabilities and limitations.
* Reduce manual tasks through intelligent use of CRM features and integrations.
* Deliver training sessions and create user guides to improve CRM adoption.
* Act as a point of contact for CRM-related queries and troubleshooting.
* Monitor system health, data integrity, and performance metrics.
* Develop prompts, templates, and use cases that leverage Copilot across Outlook, Teams, Excel, and Dynamics 365.
* Test, document, and deploy CRM changes into production following agreed processes.
* Monitor system adoption and performance, providing insights and recommendations for improvement.
* Support integration points with tools such as Experlogix SmartFlows, ClickDimensions, and external web forms.
* Contribute to wider data and CRM initiatives across the organisation, helping standardise and streamline business processes.
Technology Environment
* Microsoft Dynamics 365 CRM (latest release)
* Experlogix SmartFlows for process automation and document generation
* ClickDimensions for marketing automation
* External web forms integrated with D365
* Power Platform including Power Automate and citizen developer enablement
* Three data centres across the US, Europe, and Southeast Asia
Experience needed
* Experience in a 2nd line support OR as a super user
* MS Dynamics CRM expertise
* Experience with data transfer tools
* Experience of configuration
* Understanding of master data
* Understanding of change management
* Strong analytical skills
Nice to Haves
* Experience with programming languages (C#, Javascript)
* Experience in SQL and SSRS
* Hands on experience with Microsoft Co-pilot
Why Join?
* Exposure to a large-scale, global D365 environment with varied requirements
* Be part of the Autopilot global rollout
* Opportunity to drive CRM configuration and process improvement rather than purely support work
* Be part of an organisation committed to automation, data integration, and citizen-led development
* Work across multiple business units, gaining experience with different operating models and regions
* Stable business-as-usual environment with a focus on continuous enhancement, not firefighting
Remuneration
* Permanent contract
* Annual bonus dependent on company performance. Pays up to 15%.
* 24 days annual leave plus bank hols
* Pension 5% employer and 4% employee
* 4 x salary life assurance
* Cycle to work scheme
* Retailer discounts
* Employee Assistance Program
* Annual Pay Review
For immediate consideration please send your CV in today