Role: Microsoft Dynamics 365 Functional Analyst
Location: South Wales, UK
Salary: £46,000 per annum + annual bonus
Details
We are looking for an experienced Dynamics 365 CRM professional to help shape, develop and optimise a large-scale global D365 environment. This role requires proven, hands-on D365 CRM experience configuration, workflows, automations and functional ownership are at the core of the work.
Youll join a global organisation operating across 12 business units, supporting 650+ users, and running the latest release of Dynamics 365 CRM. The work is 80% configuration and enhancement and 20% escalated support, as frontline queries are handled by the service desk.
This is a fully remote role with approximately four planned trips per year. The organisation welcomes applicants from all backgrounds and is committed to inclusive, fair hiring.
Job Responsibilities
- Configure Dynamics 365 CRM entities, forms, dashboards, business rules, workflows and automations.
- Translate business requirements into scalable, well-structured CRM solutions.
- Manage user access, permissions and data structures including master data and product/contract configuration.
- Investigate and resolve escalated CRM issues including integrations and data integrity concerns.
- Work with developers, vendors and third parties on technical enhancements and improvements.
- Reduce manual tasks through automation, integrations and smart CRM design.
- Deliver training sessions and create user documentation to support adoption.
- Act as a key point of contact for CRM queries, improvements and guidance.
- Monitor system health, data quality, performance and adoption analytics.
- Test, document and deploy CRM changes using structured release processes.
- Support integrations including Experlogix SmartFlows, ClickDimensions and external web forms.
- Develop prompts, templates and use cases as part of the global Copilot rollout.
- Contribute to wider CRM and data initiatives to streamline and standardise processes across the group.
Technology Environment
- Microsoft Dynamics 365 CRM (latest release)
- Experlogix SmartFlows (automation & document generation)
- ClickDimensions (marketing automation)
- External web form integrations with D365
- Power Platform including Power Automate
- Three data centres across the US, Europe and Southeast Asia
Essential Experience
- Hands-on experience with Microsoft Dynamics 365 CRM (mandatory)
- Configuration, customisation and workflow/automation design
- Experience in 2nd line support or as an advanced CRM super user
- Understanding of master data structures
- Understanding of change management and structured release processes
- Experience with data transf