Enterprise Applications Analyst - CRM (Dynamics 365)

NTT Training • Virginia Beach, VA

1d • Onsite

About The Position

The Enterprise Applications Analyst – CRM (Dynamics 365) is responsible for supporting, enhancing, and optimizing Microsoft Dynamics 365 as the institution’s primary customer relationship management platform across admissions, marketing, and student engagement functions. Reporting to the Director of Enterprise Applications, this role serves as the day-to-day operational resource for CRM user support, configuration validation, requirements analysis, testing coordination, and documentation — while partnering with developers and the Senior Business Solutions Analyst on system enhancements and process improvements. This role sits at the intersection of CRM technology and the enrollment and student engagement business processes it supports. The Analyst must develop deep functional knowledge of Dynamics 365 and a genuine understanding of the Admissions, Marketing, and Student Services workflows that depend on it. Additionally, CRM data containing prospective and enrolled student information is subject to FERPA protections and institutional data governance requirements. This Analyst must understand and consistently apply FERPA data handling standards in every CRM support, configuration, and reporting activity.

Requirements

• Bachelor’s degree in Business Administration, Information Systems, Higher Education Administration, or a closely related field required; equivalent experience considered.
• Minimum of two (2) to four (4) years of experience supporting CRM systems or working as a functional business analyst in a CRM-dependent business environment.
• Demonstrated hands-on experience with Microsoft Dynamics 365 or a comparable enterprise CRM platform (Salesforce, HubSpot, or equivalent) in an administrative or functional support capacity.
• Working knowledge of CRM concepts including lead and opportunity management, workflow automation, security roles, dashboards, and data model configuration.
• Demonstrated ability to gather and document business requirements, produce user stories or functional specifications, and develop user-facing training and support materials.
• Strong organizational skills with the ability to manage concurrent support tickets, testing assignments, and documentation tasks with reliable follow-through.
• Working knowledge of FERPA and applicable student data privacy requirements as they relate to CRM data handling and system access controls.

Nice To Haves

• Microsoft Certified: Dynamics 365 Functional Consultant Associate (Customer Service, Sales, or Marketing focus) preferred or in active pursuit.
• Experience with Microsoft Dynamics 365 in a higher education enrollment, admissions, or student engagement context preferred.
• Experience with Microsoft Power Platform tools (Power Automate, Power BI, Power Apps) in a Dynamics 365 integrated environment.
• Familiarity with SIS integration patterns with CRM platforms.

Responsibilities

• Serve as the primary point of contact for Dynamics 365 CRM support, responding to user tickets involving data issues, workflow errors, system configuration problems, access requests, and functional how-to questions from Admissions, Marketing, and Student Services staff within defined SLA windows.
• Create and manage CRM user accounts, security roles, and permission assignments, ensuring all access provisioning aligns with documented role definitions, the principle of least privilege.
• Troubleshoot functional CRM issues including workflow failures, automation errors, form configuration problems, view and dashboard discrepancies, and integration data feed issues, escalating complex technical problems to the Lead Engineer, Administrative Systems or Director with complete diagnostic documentation.
• Monitor CRM system usage and support ticket trends, identifying recurring issues, underutilized features, and workflow inefficiencies, and documenting findings for Director review and backlog prioritization.
• Maintain the CRM section of the IT knowledge base, ensuring user guides, FAQs, and process documentation are current, accurate, and written at an appropriate level for Admissions, Marketing, and Student Services audiences.
• Partner with stakeholders in Admissions, Marketing, Financial Aid, and Student Services to gather, document, and refine CRM enhancement and workflow requirements using structured elicitation techniques including stakeholder interviews, process observation, and workflow mapping.
• Translate business requirements into user stories, process flow diagrams, and functional specifications that are sufficiently clear and detailed for CRM configuration or development execution without requiring additional clarification.
• Support CRM backlog management by organizing and prioritizing enhancement requests with the Director and Senior Business Solutions Analyst, applying business value, enrollment impact, and technical feasibility criteria to inform sequencing decisions.
• Ensure all requirements are clearly defined, stakeholder-approved, and formally documented before any CRM configuration or development work is initiated, enforcing a requirements-first discipline that prevents scope drift and rework.
• Identify opportunities to improve CRM utilization and business process effectiveness within existing Dynamics 365 platform capabilities, presenting improvement recommendations to the Director with documented business case rationale.
• Perform Dynamics 365 configuration tasks within approved scope, including form and view customization, business rule and workflow configuration, field additions, dashboard development, and queue management, following institutional change management procedures for all production modifications.
• Administer the CRM environment structure including business units, teams, and security role hierarchies, ensuring the organizational model remains aligned to the institution’s evolving campus and department structure.
• Manage Dynamics 365 solution components and environment management tasks in coordination with the Lead Engineer, Administrative Systems and Director, ensuring non-production environments are maintained for testing and development use.
• Administer CRM integration configurations including connection settings, data sync schedules, and error monitoring for integrations with the SIS, email marketing platforms, and third-party enrollment tools, escalating integration failures to the Lead Engineer, Administrative Systems with accurate diagnostic context.
• Evaluate new Dynamics 365 features and Microsoft release wave updates, assessing functional impact and configuration requirements before production enablement, and communicating relevant changes to business stakeholders with appropriate lead time.
• Design and execute functional test plans for CRM configurations, workflow automations, system enhancements, and integration changes, validating both technical correctness and business process alignment before any change is promoted to the production CRM environment.
• Coordinate and facilitate user acceptance testing (UAT) for CRM enhancements, preparing test scenarios from functional specifications, scheduling UAT sessions with business stakeholders, tracking defect submissions, and managing resolution through to formal sign-off.
• Maintain a CRM test case library covering all major Dynamics 365 workflows, automation rules, and integration scenarios, updating test coverage after every production configuration change.
• Document all testing results with sufficient detail to demonstrate validation completeness for change management approval and audit trail purposes.
• Develop and maintain comprehensive CRM user documentation including role-specific user guides, workflow reference cards, data entry standards, and video walk-throughs for Admissions, Marketing, and Student Services users.
• Deliver Dynamics 365 training sessions for new staff onboarding and feature rollouts, adapting content and delivery format to different user experience levels and role-specific use cases.
• Support CRM adoption initiatives by analyzing usage data, identifying underutilized features and workflow gaps, and recommending training, configuration, or process improvements that increase effective CRM utilization across business units.

Benefits

• Tuition scholarship program available to full-time employees and their immediate family members after 90 days of employment
• Competitive compensation and medical/dental benefit plans
• PTO and holiday pay
• 401(k) participation with possible employer contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level