CRM System Analyst at NCBA Group

Job Purpose Statement

The role involves providing daily support, deployment, customization, and integration of CRM Services, SharePoint, Microsoft Power Apps, and Power Automation, while driving continuous improvements. The individual will ensure best practices and drive service improvement and productivity initiatives around CRM applications, MS SharePoint, MS Power Apps, Power Automate, and related services.

Key Accountabilities (Duties and Responsibilities)

• Application Development (20%): Support product ideation, development lifecycle, and go-to-market efforts. Manage application quality assurance and help desk activities, including tracking bug reports and change requests.
• Incident/Problem Management (50%): Resolve service interruptions quickly and effectively according to SLA’s. Investigate and define solutions for CRM system anomalies, request changes to re-establish service quality, and conduct post-implementation reviews.
• Change Management (15%): Evaluate and plan CRM system changes, ensuring established procedures and service continuity.
• Configuration Management (15%): Control CRM infrastructure configuration, manage information using the configuration database (CMDB), and monitor production environment configurations to correct discrepancies.

Job Specifications

• Education: Undergraduate degree in Computer Science/Information Technology with a minimum of 2nd Upper Class honors.
• Experience: Minimum 3 years in IT, hands-on with Workflows & Business Automation Systems (e.g., CRM, MS SharePoint, MS Power Platform). Certified in MS Dynamics 365 Customer Engagement and/or Power Platform. Experience in banking IT function is an advantage.
• Skills: Proficient in developing, deploying, customizing, and integrating Microsoft Dynamics CRM, MS SharePoint, and MS Power Platform. Knowledge of platform architectures, business process automation, source control management, and continuous integration/deployment environments.