Microsoft Dynamics 365 CRM- Functional Expert

170+ Years Strong. Industry Leader. Global Impact.At Pinkerton, the mission is to protect our clients. To do this, we provide enterprise risk management services and programs specifically designed for each client. Pinkerton employees are one of our most important assets and critical to the delivery of world-class solutions. Bonded together, we share a commitment to integrity, vigilance, and excellence.

Pinkerton is an inclusive employer who seeks candidates with diverse backgrounds, experiences, and perspectives to join our family of industry subject matter experts.

We are seeking a Microsoft Dynamics 365 CRM Functional Expert to lead the design, configuration, implementation, and ongoing support of CRM solutions. This role is responsible for gathering business requirements, developing functional designs, managing system environments, and introducing automation to optimize processes. The Functional Expert will work closely with stakeholders and guide a remote team to ensure the successful delivery and continuous improvement of the Dynamics 365 platform. CRM platform.

We are seekinMic

• Represent Pinkerton's core values of integrity, vigilance, and excellence.

• Requirements Gathering:

  • Collaborate with business stakeholders and the CRM Product Owner to understand business needs and translate them into functional and technical requirements.
  • Conduct workshops, interviews, and meetings with key stakeholders to gather detailed requirements.
  • Document business processes, workflows, and user stories to ensure clear communication of requirements.

  Solution Design:

  • Develop functional designs and system configurations based on business requirements.
  • Define and document solution architecture, data models, and process flows for the Dynamics 365 CRM platform.
  • Ensure the design adheres to Microsoft Dynamics 365 best practices and is scalable, secure, and efficient.

  Configuration, Customization & Automation:

  • Configure the Dynamics 365 CRM system to align with business processes and requirements.
  • Customize entities, forms, workflows, and reports as needed to meet specific business needs.
  • Identify opportunities to introduce automation and streamline processes using Power Automate or other automation tools.
  • Leverage Power Platform capabilities to optimize and enhance CRM workflows and business processes.

  Deployment & Environment Management:

  • Support the deployment and rollout of Dynamics 365 CRM solutions across the organization, ensuring minimal disruption to business operations.
  • Work closely with the technical team to ensure system stability and manage performance optimization.

  Support & Continuous Improvement:

  • Provide ongoing support for the Dynamics 365 CRM platform, resolving functional and technical issues as they arise, as well as supporting the Application Maintenance and Application Development Teams where necessary.
  • Identify and implement opportunities for process improvements, system optimization, and automation.
  • Monitor system performance, user adoption, and feedback, ensuring continuous enhancements and upgrades.
  • Ensure all support and operational activities follow ITIL best practices.
• All other duties, as assigned.

• Minimum 5+ years of hands-on experience working with Microsoft Dynamics 365 CRM (Sales, Service, Marketing, Field Service, Project Operations, Customer Survey tools, Docusign, Documents CorePack).
• Proven experience in leading requirements gathering, solution design, and implementation of Dynamics 365 CRM projects.
• Proven experience in leading requirements gathering, solution design, and implementation of system integration solutions.
• Strong understanding of business processes related to sales, customer service, and marketing.
• Experience of working in remote teams, ensuring effective collaboration and task management.
• Experience managing Dynamics 365 CRM environments and providing ongoing system support.
• Expertise in configuring and customizing Dynamics 365 CRM, including workflows, plugins, and integrations (Azure Components).
• Strong analytical and problem-solving skills, with the ability to translate complex business requirements into efficient CRM solutions.
• Knowledge and experience in automating processes using Power Automate and other Power Platform tools.
• Proficiency in managing and supporting CRM troubleshooting and issue resolution skills.
• Ability to create documentation, functional designs, and user stories.

Essential Qualifications:

• Dynamics 365 certifications are highly desirable.
• Experience with PowerApps, Power Automate, and Power BI.
• Familiarity with Agile project methodologies (Azure DevOps).
• Strong knowledge of ITIL practices for support and operational activities.
• Proficiency in Microsoft Azure and integration tools to manage system integrations with Dynamics 365 CRM.

Working Conditions:

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking. 
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.