CRM Development and Support Analyst

The CRM Development and Support Analyst will support the development, configuration, governance and continuous improvement of the University's CRM platforms, including Microsoft Dynamics. You will provide hands-on technical leadership for CRM services, with responsibility for environment management, platform governance, project delivery and operational support.

Working with the CRM Developer, stakeholders, suppliers and technical teams, you will oversee analysis, testing, deployment and transition into service; manage incidents, problems, changes and service requests; and monitor capacity, performance, upgrades and releases. The role also provides technical assurance, maintains documentation and knowledge materials, supports disaster recovery and business continuity, and contributes to the University's CRM strategy and roadmap.

About You:

You will have experience administering, configuring, developing and supporting enterprise CRM platforms, including Microsoft Dynamics, portals and self-service technologies.

You will understand workflows, integrations, reporting, process automation, CRM environments, governance, capacity planning, upgrades and application lifecycle management across development, test and production.

Experience of Agile, Scrum, Waterfall or DevOps delivery, third-line support, incident, problem and change management, and technical leadership or assurance is essential.

You will gather requirements, shape solutions and build credibility with stakeholders, suppliers and implementation partners.

Excellent communication, analytical, planning and customer-service skills are required.

Knowledge of integrations, data flows, SQL Server, Tribal Dynamics and supplier management is desirable.

Essential Qualifications:
- Degree-level education or relevant experience showing progression in similar IT roles
- Microsoft Certified: Dynamics 365 Fundamentals or equivalent relevant experience

Desirable Qualifications:
- Microsoft Power Platform Fundamentals or equivalent practical experience
- ITIL Foundation

Department:

The role sits within Academic Systems in Application Services and supports CRM services across recruitment, welfare, global engagement, placements and alumni relations. The team works with university stakeholders, suppliers and technical colleagues to ensure CRM platforms are secure, resilient and aligned with business priorities. Its responsibilities include platform governance, environment and release management, technical assurance, service management, supplier oversight, documentation, operational support and continuous improvement.

Working closely with the CRM Developer, the post holder will help transition solutions into service and contribute technical expertise to the University's CRM strategy and roadmap, CRM Operational Working Group and Academic Systems steering group.

Smarter Working:

We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. With Smarter Working you can work with increased flexibility, which can facilitate greater freedom and autonomy. Remote working arrangement to be confirmed in line with the University's Smarter Working framework and service requirements.

Interview Date: Week commencing 30 November 2026.