Job Holder:

Job Title:

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Company Objectives:

Job Holders Objective:

CRM Technical Application Consultant

None

To sell business software solutions with consultancy and systems integration services

To provide in-depth knowledge of the Microsoft Dynamics application and evaluate the customer’s business processes against the standard Microsoft Dynamics functionality.

RESPONSIBILITIES

 Participates in every aspect of the implementation from analysing the customer’s business requirements to configuring the Microsoft Dynamics CRM application to meet the customer’s needs.

 Collaborates with stakeholders throughout the organisation to ensure a comprehensive set of requirements, aligned to business objectives, gaining full understanding of current business processes.

 Provides in-depth knowledge of the Microsoft Dynamics CRM application and evaluates the customer’s business processes against the standard Microsoft Dynamics CRM functionality.

 Is responsible for documenting the business requirements which express what actions a solution must take and what outcome is expected.

 Is responsible for configuring and customising the Microsoft Dynamics CRM application to achieve the customer’s business requirements.

 Facilitates the customer’s decision-making process and develops the functional design document that will drive the development process (if modifications/customisations are required, either to processes or to the Microsoft Dynamics CRM application.)

 Provides guidance for business decisions from a technical perspective on issues such as: performance, scalability, reliability, and security.

 Defines the implementation and migration specification, making recommendations on hardware sizing and software upgrades.

 Test reports for validity of results, accuracy, reliability, and conformance to established standards.

 Executes planning and implementation of system tests to ensure functionality, configuration, and data comply with specifications and standards.

 Conducts or supports training for technical and IT management staff as defined in project scope.

 Has awareness of the prescribed Microsoft Dynamics implementation methodology, SureStep; understands the key activities related to installation and environment setup

TYPICAL ACTIVITIES

Diagnostic

 Prepare and conduct business process analysis

 Set up application for Fit Gap Analysis

 Conduct Fit Gap Analysis

 Document and present results of diagnostic phase

 Support license definition and service estimations for functional tasks

Analysis

 Conduct Key User training

 Prepare and conduct business requirements workshops

 Set up application for Fit Gap Analysis

 Conduct Fit Gap Analysis

 Document and present results of analysis phase

Design

 Create development design specifications

 Create design documents for customer understanding and acceptance

 Present documentation and application design to customer

 System configurations

 Conduct feature testing of standard and independent software vendor (ISV) solution functionality

 Assist in the identification and creation of process test scenarios

Development

 Assist with the preparation of training and other documentation

 Conduct function testing with developer and customer

 Deploy security roles

 Assist in the creation of User Acceptance test scripts

 Conduct data acceptance testing

 Conduct process testing

 Support End User training as defined in the project scope

Deployment

 Conduct Key User training (in case of Rapid Implementation)

 Create process and User Acceptance Test plan

 Configure live environment

 Conduct process and User Acceptance test together with the customer to ensure functionality, configuration, and data are as expected

 Support End User training as defined in the project scope

Operation

 Go-live support

 Resolve pending issues

 Finalize documentation

KEY DELIVERABLES

1. Implementation and Development of Business Systems

2. Client Involvement and Management

3. Personal Development

4. Cross Company and Inter-Company Relationships

5. Involvement & Achievement of Company Targets and Goals

STANDARDS OF PERFORMANCE

1. Implementation and Development of Business Systems

Performance is satisfactory when:

 Client requirements are scoped, mapped and specified accurately

 The company’s project management methodology (including documentation) has been applied during customer implementations

 Consulting services are delivered according to agreed project plans

 Ensure all clients have the appropriate upgrades and patches

 The processes for all aspects of the system implementation are defined, agreed with the team and successfully implemented.

 Data migrations are defined, agreed and successfully implemented

 Billed work is averaged out at more than target utilisation, which target will be published from time to time

 All work is undertaken in accordance with the appropriate paperwork, which must be signed-off by the client

2. Client Involvement and Management

Performance is satisfactory when:

 Clients are satisfied with services delivered

 Clients are kept informed with progress and issues as appropriate

 Support is given to other consultants and sales staff as required

 Customer issues are resolved within the agreed lead-time for support processes where these are allocated

 Sell-on potential from existing clients is highlighted and managed

 All engagements are conducted in a professional and courteous manner

3. Personal Management and Development

Performance is satisfactory when:

 Targets and plans set and agreed (including training plans and certifications) are achieved

 Knowledge of the relevant products we supply is constantly expanding, as well as having an overview understanding of future developments

 A working knowledge of the relevant business processes is demonstrated

 A satisfactory balance is achieved between chargeable work, non-chargeable work, personal development etc.

 Timely support is provided to all other individuals and teams in the company in support of company objectives

4. Cross company and Inter-company relationships

Performance is satisfactory when:

 Regular communication is maintained with the Operations Manager and relevant Project Manager(s) to ensure that they can effectively plan project resource requirements and monitor risks

 A courteous and effective working relationship is maintained with all other colleagues

 The response to internal requests for information, documentation or support is prompt and pleasant

 Relevant knowledge or information is pro-actively shared with colleagues

 There are no barriers perceived between the staff

 Feedback from other members of staff is positive

5. Involvement & Achievement of Company Targets and Goals

Performance is satisfactory when:

 Continuous improvement in all processes is a way of life

 Individual contribution is recognised by all members of the team

 Always looking for creative opportunities to help the business achieve its goals

 Attendance is made at company meetings