About the Role
The company is hiring a Senior Specialist in Microsoft Dynamics 365 CRM Administration for a leading government financial institution in Abu Dhabi. In this platform ownership role, you will be responsible for the administration, deployment, and reliability of production Dynamics 365 CRM environments supporting customer service and complaint management operations. This position does not involve development or L1 support; we are looking for someone with experience running production CRM environments, applying updates, and managing incidents from end to end.
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Key Responsibilities
- Administer Dynamics 365 CRM environments (online and on premises): environment setup, user and license management, security roles, business unit hierarchies, and system configuration.
- Configure and maintain the Customer Service and Complaint Management modules, including entity relationships, data models, and security roles.
- Manage the solution lifecycle (managed and unmanaged solutions, import and export) together with the CRM development team.
- Plan, execute, and verify deployments, upgrades, cumulative updates, and hotfixes across sandbox and production environments, including regression testing and rollback planning.
- Run migrations and environment refreshes with minimal business disruption.
- Design, configure, and maintain workflows, process flows, business rules, and approvals in response to business change requests.
- Monitor workflow health, error queues, system performance, availability, and logs; proactively resolve issues.
- Participate in incident management and on-call rotation for high-priority CRM issues.
- Support high availability and disaster recovery, including failover testing and DR drills.
- Maintain runbooks, SOPs, environment documentation, and deployment notes.
- Coordinate with Microsoft, partners, and vendors on administration matters.
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems, or a related field.
- Minimum 5 to 7 years of hands-on experience administering Microsoft Dynamics 365 CRM / Customer Engagement in production.
- Proven experience with deployment, patch management (cumulative updates and hotfixes), and environment management for Dynamics 365 CRM.
- Strong experience in configuring and maintaining workflows, process flows, security roles, and data management.
- Hands-on experience with Dynamics 365 Customer Service; Complaint or Case Management experience is highly desirable.
- On-premises Dynamics CRM experience (servers, SQL Server, Active Directory) is highly desirable.
- Experience with monitoring, incident management, and HA/DR practices for enterprise applications.
- Working knowledge of REST/SOAP APIs and integrations supporting the CRM platform.
- Microsoft Certified: Dynamics 365 Administrator or Application Administrator, or equivalent.
- Experience with Azure services (Logic Apps, Functions, Azure DevOps) and Power Platform (Power Automate, Power BI) is an advantage.
- Experience in banking, financial services, or a government or regulatory environment is strongly preferred.
- Excellent written and spoken English.
Please note: This role requires dedicated Dynamics 365 CRM / Customer Engagement administration experience. Profiles focused purely on development, Power Platform app building, or Dynamics 365 Finance & Operations will not be considered.
Benefits
- Opportunity to own a business-critical CRM platform for a leading government financial institution.
- Competitive monthly compensation.
- UAE employment visa and medical insurance.
- Long-term engagement with growth opportunities through the company.
