Application Support Manager

Overview

In this role you will lead 3rd line application support and drive enhancements to CRM and Office 365 to maximise system potential. You will mentor a team, oversee change control and documentation, and ensure accurate system configuration. You’ll work closely with cross-functional partners to translate requests into reliable CRM changes and reporting solutions. This is a growth-focused, national role with scope to shape how the platforms enable business performance.

Pay / Benefits

• structure career path
• bonus
• benefits
• flexible working
• parking
• commutable from Cambridge

Responsibilities

• Provide dedicated support, configuration and administration to the Dynamics CRM platform (O365)
• Mentor and manage a support team
• Create and manage system administration aligned with business change processes
• Control and document administrative changes
• Define Dynamics CRM workflows and implement change requests
• Draft and maintain procedures for applications support and ensure current configuration data
• Provide data reporting via Power BI and liaise with stakeholders on report requirements

Key requirements

• 3rd line application support experience, ideally at senior or team lead level
• CRM knowledge across Sales or Customer Service (Contact/Account Management, Lead/Opportunity, Quote/Sales Order)
• Power BI reporting experience
• SharePoint or Power BI experience
• Knowledge of Microsoft Dynamics 365 desirable
• Knowledge of code (not required to code)
• ITIL and SQL knowledge desirable but not required

• mentoring
• strong communication
• documentation and governance
• Microsoft Dynamics 365
• Office 365
• CRM modules (Sales/Customer Service)

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