ITS CRM Systems Administrator (Contract to Hire)

JOB SUMMARY:

The person in this role manages the internal production implementation of Microsoft Customer Relationship Management (MS CRM v3.0) application at Avanade as well as performing all end-user support activities for MS CRM business users. The role is part of the Avanade IT Support organization located in the Seattle global office.

Job duties include

• Perform all tasks related to the day-to-day operations of a large implementation of Microsoft CRM (500 + users) including user/account management; creating and maintaining application taxonomy (teams, territories, roles, etc); create and maintain reports; create and maintain workflows; perform incident and problem management; create and maintain application and end user documentation including FAQs, KB articles and alerts

• Support both project-based and ongoing support/maintenance activities related to Microsoft CRM v3.0 including software and hardware maintenance and upgrading

• Develop in-depth knowledge and proficiency of supported business areas and engage business partners in evaluating opportunities for improvement

• Conduct research on best practices and industry/functional trends

• Participate in regular meetings with the CRM engineering team and with key business users

MINIMUM REQUIREMENTS (TECHNICAL AND FUNCTIONAL):

• 3+ years hands-on experience with the configuration and administration of Microsoft CRM 3.0

• Proficiency with the following technologies:

• Microsoft SQL Server 2005 (working knowledge of relational databases design concepts and data management)

• Microsoft Excel Pivot Tables

• Microsoft Windows server and client

• Microsoft Active Directory

• Microsoft IIS

• Excellent verbal and written communication skills, demonstrating the ability to communicate information technology concepts to non-technology personnel

• Strong interpersonal skills, with all levels of management, staff, vendors, contractors, and consultants

• Strong team player with service-oriented attitude and customer focus

• BS/BA degree required

PREFERRED REQUIREMENTS

• MCSE Certification

• Microsoft Dynamics CRM Certification(s)

• Experience or familiarity with Microsoft CRM 4.0 (Titan) preferred

• Experience working in IT support teams

• Experience working with users at all levels of an organization

• Experience with MOF or ITIL processes is desired with a focus on change and release management

• Understanding of SDLC models