Job Description Job title Reporting to Responsible for line managing Salary Directorate Hours of work Located at Type of contract Budgetary responsibility and accountability CRM Senior Technician & Integrations Specialist Senior CRM Delivery Manager 0 staff in total (include direct/indirect reports) Starting salary of 44,843 pa (Basic salary of 41,723 pa plus London Allowance of 3,120 pa). Grade F of Mind s salary scales 35 hours per week, full time England Permanent A yearly budget of approximately 0 Purpose of job You will play a crucial role in the overall CRM strategy as we deliver a new, organisation-wide CRM solution using the Microsoft Dynamics 365 platform. The new CRM solution will go-live in the summer of 2018 so your initial role will be to work with the supplier assisting and evaluating the Dynamics implementation and leading on multiple system integrations. You will be responsible for inspiring the use of the CRM within the organisation, advising on best practise, ensuring features are utilised to their maximum. Post go-live, working as the senior technical resource in the CRM team you will act as the final point of in-house technical escalation and will lead on configuration change implementations. You will also maintain the integrations you have configured during project implementation. You will work with wider staff to analyse business needs, develop an understanding of business objectives, and identify efficient ways the CRM will add value. Dynamics integrations that will need to be configured during implementation include Just Giving, Virgin Money, Umbraco CMS, Great Plains and a number of additional cloud applications. You will liaise with the implementation team and our CRM supplier to ensure these are substantially tested and ready for go-live. The role will require a deep knowledge of Microsoft Dynamics CRM/365, including configuration, customisation and integrating with other systems. CRM Senior Technical Integration Specialist Page 1 of 6
Scope of the job You will have considerable experience working with large-scale/high-complexity Microsoft Dynamics CRM solutions delivering in accordance with organisational strategies, as well as being a good communicator who is able to liaise with colleagues at all levels. Ideally you will have worked in a fast-paced environment at a time of change, using project management skills to overcome challenges both technical and logistical. Your approach to problem-solving will be logical and detailed. You will be able to recommend decisions with an evidence-based approach, and be able to articulate business requirements in both technical and non-technical language. This is a key role in delivering on the charity s strategic goals and is a terrific opportunity to support the development of CRM for the organisation, helping to deliver a better future for people affected by mental health. Key responsibilities 1. Act as Mind s most senior in-house technical resource for Dynamics CRM/365 assisting and sense checking Mind s CRM implementation partner. 2. Help upskill the in-house CRM team to support Dynamics CRM through mentoring, assisting with escalations and guiding on best practice. 3. Provide a robust, detailed set of plans for the integration of various websites and data sources to be delivered within the summer 2018 project. This includes planning and organising work, working alongside the CRM partner s specialist team and 3 rd party application support teams, developing and agreeing services, identifying and resolving operational issues and taking responsibility to build and test the final integrations. 4. Manage each integration as a mini project including planning, implementing, developing, monitoring and evaluation. 5. Work closely with the Data Migration Lead to ensure data quality and processes are aligned and provided within agreed timeframes 6. Work closely with the CRM supplier s technical experts to ensure the correct approach is maintained across all integrations and testing patterns (UAT) are run in conjunction with the main CRM project 7. Use Scribe and Dynamics CRM s integration tools to develop best practice methods to integrate from existing systems to the new CRM solution. This will also include assessing the suitability for real-time integrations vs batch-processed data transfer CRM Senior Technical Integration Specialist Page 2 of 6
8. To develop policies, procedures and processes to check the accuracy and quality of existing data prior to its migration to the CRM. Working alongside the GDPR Project Manager to ensure these processes are compliant with upcoming regulations 9. Provide advice and guidance to the organisation as to further opportunities to integrate external systems into the CRM, outside of the initial go live in Summer 2018 10. Keep abreast of changes in GDPR and keep own knowledge up to date and proactively inform the organisation as appropriate of any relevant changes and their implications. 11. Approve or reject requests for changes to the Dynamics CRM configuration post go-live, ensuring the robustness of the system. 12. Troubleshoot configuration and customisation escalations from the CRM team, liaise with outsourced CRM partner where necessary. 13. Undertake any and all other reasonable and related tasks/objectives associated with this role. Expectations You will be expected to: A) Attend and contribute to team meetings, supervision, appraisal process, Mind staff training and any other training identified as appropriate for the post. B) Ensure that all responsibilities and activities within this post are consistent with the terms and spirit of Mind s policies. C) Occasionally travel to meetings in England and Wales and/or work unsociable hours, which may require the need for an overnight stay, evening and weekend work. D) Maintain an appropriate level of confidentiality at all times. E) Contribute to making Mind a greener workplace. F) Have flexibility in undertaking the role. CRM Senior Technical Integration Specialist Page 3 of 6
Person specification: CRM Integrations Specialist Essential criteria Experience 1. Experience configuring, customising and integrating MS Dynamics CRM, ideally 2016/365 2. Proven experience in consulting on software products, business analysis and requirements gathering 3. Experience delivering Dynamics CRM Projects 4. Able to customise CRM forms, simple JavaScript, views, workflows, business rules, charts and dashboards 5. Knowledge of building web forms, ideally using ADX Studio or equivalent to integrate with CRM and CMS platforms 6. Extensive experience of analysing, creating, testing and documenting robust multi-system integrations using industry standard approaches (API s, ASP.net, Web Services etc.) 7. Proven experience of building robust long-term data imports using Scribe 8. Project management experience, working on a cross-organisational projects 9. Experience of aligning new processes and integrations with key teams and individuals 10. Significant experience of needs assessment and requirements development including creating documentation for both technical and business audiences 11. Business use of database technologies, including experience in reports and data analysis 12. Working collaboratively with external suppliers, including Microsoft 13. Working collaboratively in a complex, multi-disciplinary organisation 14. Understanding of the requirements to integrate MS Dynamics CRM with Financial Management systems, ideally MS Dynamics Great Plains 15. Demonstrable and relevant management experience of monitoring and evaluating operational plans, objectives and projects. CRM Senior Technical Integration Specialist Page 4 of 6
16. Experience of providing excellent customer service and delivering on service level objectives across the organisation. 17. Experience of managing change at an operational level. Skills 1. Attention to detail, quality control & best practice 2. Excellent team working skills. 3. Ability to clearly document and maintain accurate logs of configuration & integration 4. Excellent analytical and problem solving skills. 5. Excellent interpersonal skills including relationship building, influencing and negotiating with a wide range of people. 6. Excellent, oral and written communications including reports 7. Flexible, adaptable and proactively responsive to change. Knowledge 1. Application of statutory and industry regulations including sound knowledge of data protection regulations 1. Excellent knowledge and understanding of Microsoft Dynamics CRM/365 2. Excellent knowledge and understanding of API integration and import/export. 3. Experience of using appropriate IT suite and level of programmes associated with the role. 4. Understanding of and commitment to Mind s mission and values Personal Attributes/Qualities 1. Ability to identify the most appropriate solutions for business needs using Dynamics CRM, and clearly present these to end users and managers 2. Ability to identify the most appropriate solutions for integration challenges, and clearly present these to end users and other members of the project team 3. Keen eye for data quality issues/areas of focus 4. Experienced and confident negotiator and influencer CRM Senior Technical Integration Specialist Page 5 of 6
5. Advanced problem solver 6. Ability to multi-task with several complex concurrent project strands 7. Strong team working and interpersonal skills 8. Excellent communicator written and verbal, with the ability to explain technical problems to non-technical people and convert vice-versa 9. Excellent time management and organisational skills 10. Able to prioritise and work well under pressure 11. Delivering results on time and within budget 12. Excellent team player Desirable criteria 1. Experience of using CARE CRM 2. Ability to customise CRM forms, simple JavaScript s, views, workflows, business rules, charts, and dashboards 3. Have been involved in the delivery of a number of different Microsoft Dynamics CRM projects 4. Understanding of the Microsoft Dynamics CRM Outlook client 5. Understanding of related technologies such as Microsoft SharePoint 6. Microsoft certifications in Microsoft CRM 2015 and above 7. Experience of running, or being an integral part of, of an organisational wide CRM replacement project 8. Experience of configuration of CRM systems (using inbuilt CRM tools) to expand their usage across teams 9. Knowledge of SQL 10. Knowledge and experience of using Scribe or other similar data enhancement tools 11. Extensive experience managing large CRM systems, preferably within a fundraising or nonprofit environment 12. Applied knowledge of CRM & Data Protection principles 13. Experience of working in charity, voluntary or third sector organisations. 14. Direct or indirect experience of mental health problems. CRM Senior Technical Integration Specialist Page 6 of 6