Job Advert
This role requires occasional attendance to BACP House in Lutterworth for team meetings and events
The Dynamics 365 Technical Specialist provides hands on technical configuration, support and improvement of BACP’s Dynamics 365 CRM platform and related Power Platform capability. The role turns agreed CRM requirements, priorities and service needs into practical configuration, automation, access and data improvements, so teams can use CRM confidently to support members, the public and internal services.
The role complements the CRM and Integrations Product Owner by focusing on how agreed changes are configured, tested, documented, deployed and supported. The postholder helps ensure Dynamics 365, Dataverse and Power Automate are used in a controlled, secure and sustainable way, improving data quality, workflow consistency and the day to day usability of CRM across BACP.
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Configure, maintain and improve Dynamics 365 CRM and related Power Platform components, so agreed service and process improvements can be adopted safely and consistently.
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Develop, test and maintain CRM workflows, business process flows and Power Automate solutions, reducing manual work and improving process consistency without compromising security, data quality or supportability.
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Support integrations between Dynamics 365 and other systems, including websites, forms, email platforms and internal tools, so data flows reliably across connected services.
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Act as a technical point of contact for Dynamics 365 support and advice, so CRM issues are triaged, understood and resolved in a structured way.
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Troubleshoot CRM issues and identify root causes, so service disruption is resolved and recurring problems inform future improvements.
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Manage CRM user access, permissions and security roles in line with agreed requirements, protecting sensitive information while enabling colleagues to do their work effectively.
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Support data quality, imports, exports, cleansing and routine data management, so reporting, member services and operational activity are based on reliable information.
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Work closely with the CRM and Integrations Product Owner and service owners to understand how teams use Dynamics 365, so technical changes respond to agreed priorities and real operational needs.
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Translate agreed requirements into practical technical CRM configuration and support plans, ensuring the route from request to delivery is clear, proportionate and manageable.
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Provide guidance, handover information and documentation, so new functionality is understood, adopted and supported after implementation.
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Work with ICT, the CRM and Integrations Product Owner, Data Protection and relevant colleagues to ensure CRM changes follow appropriate change controls and approval routes.
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Assess security, privacy, accessibility, data quality and operational risks before changes are released, escalating decisions where wider agreement is needed to protect service quality and compliance.
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Contribute technical evidence and recommendations to longer term CRM platform improvement, so decisions about architecture, process and system use are informed by practical operational experience.
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Practical experience configuring, supporting and improving Microsoft Dynamics 365 CRM in an organisational environment.
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Experience creating and maintaining forms, views, fields, tables, relationships, dashboards and model driven app components.
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Experience building workflows, business rules, business process flows and automations using Dynamics 365 and Power Automate.
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Good understanding of Dataverse, including tables, columns, relationships, data structures, permissions and connected processes.
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Experience managing user roles, permissions and security settings within Dynamics 365 or similar CRM platforms.
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Experience supporting data imports, exports, cleansing, duplicate management and data quality improvement.
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Ability to troubleshoot CRM issues, identify root causes and implement practical, sustainable fixes.
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Experience translating agreed business requirements into CRM configuration, workflow and process improvements.
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Understanding of APIs, connectors, integrations or Power Platform development would be beneficial.
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Awareness of data protection, privacy, accessibility and secure handling of sensitive information within CRM processes.
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Ability to communicate effectively with stakeholders who have varying levels of technical knowledge and CRM experience.
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Microsoft Dynamics 365 or Power Platform certification would be beneficial.
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Practical and detail focused, with a strong interest in making systems work well for users.
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Curious and confident exploring how Dynamics 365 and Power Platform can be improved and better used.
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Organised and methodical, with a careful approach to configuration, testing, documentation and release activity.
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Collaborative and approachable, able to work constructively with CRM, ICT, Digital, Data and operational colleagues.
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Clear and thoughtful communicator, able to explain CRM issues, options and constraints simply.
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Solution focused, with the ability to balance user needs, system capability, data quality, security and governance.
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Responsible and considered when working with data, access and sensitive information.
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Comfortable working independently while knowing when to escalate, seek agreement or involve specialist support.
