At AQA were committed to advancing education and were committed to our people. As the largest provider of academic qualifications in the UK we mark over 10 million exam papers each year and its our people who make this happen.

Support Executive Dynamics CRM & Power Platform

Permanent

Location; Manchester

Salary: 36500 - 38525

Working Arrangements; Hybrid 2 days office 3 days remote

Looking to make an impact with your technical support skills Join AQA as a Support Executive and help us deliver exceptional service through our Dynamics CRM and Power Platform applications.

Youll play a key role in supporting our enterprise technology landscape helping users get the most out of our CRM systems and telephony platforms. Your work will directly improve business processes and customer experience across AQA.

In this role youll be responsible for:

• Provide frontline support for Dynamics 365 Power Platform and ACD telephony systems.
• Deliver system improvements and automations using Power Automate and basic configuration.
• Support end users manage data quality and contribute to project delivery and training.

Youll thrive in this role if youre a proactive problem solver with a passion for customer service and technology.

• Experience administering Dynamics 365 or Power Platform systems.
• Strong understanding of data management and reporting tools.
• Ability to prioritise support requests and deliver excellent customer service.
• Comfortable working with stakeholders and introducing system/process changes.

This is a great opportunity to grow your skills and make a real difference in a supportive forward-thinking organisation.

There are lots of company benefits including a fantastic pension (up to 11.5% employer contributions) a 35 hour working week 25 days annual leave with additional office closure in December and bank holidays on top the opportunity to join lots of network groups (LGTBQ neurodiversity disAbility empowering women wellbeing ethnic minority and more) an extensive online learning platform days for volunteering free parking and good transport links and more.

At AQA we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyoneregardless of religion ethnicity gender identity or expression age disability sexual orientation or backgroundis valued respected and empowered to thrive. We actively promote inclusive language avoid stereotypes and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

To apply please submit your CV and cover letter via our careers portal.

Application deadline: Sunday 26th October

#CRE23

Recruitment Agencies

We have a preferred supplier list (PSL) in place.

Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.

Full Job Description

Summary

Purpose: To provide high quality frontline technical and non-technical support for Dynamics CRM and Power Platform Applications to end users.
Apply understanding of the Automatic Call Distribution (ACD) telephony system to support effective utilisation and improvement of the system and related processes in line with customer needs
To support the continuous improvement of business processes and customer experience through enhanced usage of the CRM systems. Proactively identify and manage system data and process : Support Executives report to a Senior Functional Consultant within the Enterprise Technology business area. The role is a key interface with users of the power platform and the 1st line for resolving all technical issues related to Dynamics 365/ Power platform and the ACD telephony system.

Activities:
Provide frontline technical and non-technical support for the Dynamics 365 (including Customer Service and Sales functionality) Power Platform and ACD telephony systems (currently Puzzel) including ownership of issues and escalation to external suppliers where relevant.
Support end users with requests for general support
Support and enforce the maintenance of data quality and integrity within the system. .
Proactively engage with end user groups to gain increased understanding of business needs and improvement opportunities. Enable a self-service model where appropriate and facilitate the ability of users to support each other.
Deliver process improvements on the Dynamics 365 and ACD systems through basic configuration of the systems in line with business needs.
Support Functional Consultant and Senior Functional Consultants with project delivery including the creation of Power Automate Flows and other system automations
Develop and deliver training to end users and other support staff as required.
Effectively prioritise troubleshoot and deliver resolutions for service requests and tickets (customer issues/ queries) in a way that ensures customer needs and relevant KPIs are met.
Manage security roles and profiles to ensure control of end user access.
Monitor communication activities in relation to the risk of blacklisting. Support users to minimise the risk by following agreed processes and take mitigating action as and when required.
Conduct acceptance testing as part of upgrade and change rollout activity.
Develop and maintain knowledge and understanding of power platform features to provide effective support and guidance to end users.

To be successful in this role you will need to know:
The Dynamics team within Enterprise Application provide support to users of the Dynamics CRM systems. At varying times of the year our support may need to extend to include evening and weekend working to meet business need and deliver continuity of service. The post-holder is required to be flexible in line with business need.
You will be customer service oriented and able to effectively prioritise support requests to provide a good service to our customers
You will have a problem solving mind set and be willing to take ownership of system and support issues.
Highly IT literate with a good understanding of data management data structures and reporting systems / tools
Able to work to tight deadlines and deal with competing priorities
Experience of working with stakeholders and introducing changes to systems or processes
Experience of administering an IT system (Ideally Dynamics 365 / Power platform) including user management and customisation and configuration.
You will have existing knowledge of Dynamics 365 Power platform and business automation tools or be keen to acquire that knowledge
Have a Continuous Improvement mindset to proactively review and improve systems and processes