Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. CRM Administrator - (55%) - Perform Microsoft Dynamics CRM administrator functions.
- Assign and manage security roles for Microsoft CRM users.
- In coordination with the IT team, maintain tight control of access rights, security settings, and user privileges.
- Support, and at times, own, the customization of entities, workflows, fields, and forms in CRM.
- Manage all automated processes on a daily, weekly, monthly, and quarterly basis.
- Provide help to staff to resolve issues in Microsoft Dynamics CRM.
- Assist with the development and maintenance of regression testing scripts related to software releases.
- Responsible for supporting end-to-end test plans for CRM project releases. Executing these plans during release rollouts with the help of PTCB staff and managing all activities in the plan to ensure that all the objectives are met and that the solution works as expected.
- Provide data as requested from staff from Microsoft Dynamics CRM and SQL.
- Analyze and document business process flows. Suggest improvements and carry out system modifications as needed.
- In coordination with the IT team and Certification Products Manager, develop and maintain training materials.
- In coordination with the IT team, review and revise policies and procedures to ensure they comply with system architecture and workflow.
- In coordination with the IT team, develop, update and maintain custom reports and dashboards specific to PTCB departments. This is to include Microsoft SQL Server Reporting Services, SQL Server Integration Services, develop ad hoc SQL queries, scripts and/or procedures to summarize and export data.
Enterprise Applications and Project Management - (25%) - Work with PTCB departments to identify issues and gaps, build consensus, and develop solutions across departments that meet business needs. Work with software vendors and contractors to integrate enterprise applications as needed.
- Identify and define opportunities and enhancements of business application solutions and work with PTCB staff to prepare business cases to support such initiatives.
- Work with the IT team to manage planning activities, including road-mapping, release planning, and development of documented solution visions and roadmaps.
- Provide data as requested from staff for various enterprise applications.
- System administrator along with the IT team for Wrike project management and G Suite.
IT & Helpdesk - (20%) - Provide basic helpdesk support to staff to resolve desktop and network issues.
- Work with offsite network support service providers to ensure Tier 1 support issues are resolved in a timely fashion.
- Coordinate with vendors and service providers to troubleshoot relevant issues including phone, printers, fax problems, etc.
- Work with network support vendor to ensure software updates are applied on a regular basis on servers and other hardware.
- Responsible for setting up new laptops/desktops.
- Responsible for new-hire setup/onboarding and ex-hire processes including provisioning or de-provisioning employee accounts across databases, tools, dashboards, corporate network, etc.
- Monitor for performance, reliability, stability, and compatibility of other IT systems.
- Uphold IT security policies and explore ways to enhance IT security.
- Primary point of contact for day-to-day task management of Managed Service Provider (MSP).
- Develop training documentation of relevant IT processes to be performed by end-users.
- Suggest system modifications to mitigate potential business impediments.
- Support Director of IT and other IT team members as needed in all areas of IT administration, maintenance and management including network infrastructure, servers and workstations.
- Assist in IT training and updating user guides and policies.
- Track and report on IT metrics.
- Assist all departments with custom and/or ad hoc reporting needs.
- Other duties as assigned.
Education/Experience: Bachelor's degree from four-year college or university; or three to five years related experience and/or training; or equivalent combination of education and experience. - Minimum 3 years of project management experience with the ability to organize, plan, envision and execute
- 3 years of business/functional analyst experience
- Microsoft and/or IT industry certifications are a plus.
- Experience in Quality Management Software and Processes
- Knowledge and experience in technical aspects of software solution being tested
- Business process understanding
- Familiarity with Active Directory, Group Policy and Network shares (file and device)
Certificates and Licenses: Certification in networking, helpdesk, project management or Microsoft preferred |
