About the Role
The company is seeking a Senior Specialist for Microsoft Dynamics 365 CRM Administration to manage a critical platform at a leading government financial institution in Abu Dhabi. This role focuses on the administration, deployment, and reliability of production Dynamics 365 CRM environments, specifically supporting customer service and complaint management operations. This is a platform ownership role that is distinct from development or Level 1 support, aimed at candidates with experience in managing production CRM environments, applying updates, and handling incidents from start to finish.
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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) in collaboration 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
- Execute migrations and environment refreshes with minimal business disruption
- Design, configure, and maintain workflows, process flows, business rules, and approvals in line with business change requests
- Monitor workflow health, error queues, system performance, availability, and logs, proactively resolving issues
- Participate in incident management and be part of the on-call rotation for high-priority CRM issues
- Support high availability and disaster recovery efforts, including failover testing and disaster recovery drills
- Maintain runbooks, standard operating procedures (SOPs), environment documentation, and deployment notes
- Coordinate with Microsoft, partners, and vendors regarding administration matters
Requirements
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems, or a related field
- Minimum of 5 to 7 years of hands-on experience administering Microsoft Dynamics 365 CRM / Customer Engagement in a production environment
- Proven experience in deployment, patch management (cumulative updates and hotfixes), and environment management for Dynamics 365 CRM
- Strong skills 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 (including servers, SQL Server, Active Directory) is highly desirable
- Experience with monitoring, incident management, and high availability/disaster recovery practices for enterprise applications
- Working knowledge of REST/SOAP APIs and integrations that support the CRM platform
- Microsoft Certified: Dynamics 365 Administrator or Application Administrator, or an equivalent certification
- Experience with Azure services (Logic Apps, Functions, Azure DevOps) and Power Platform (Power Automate, Power BI) is a plus
- Experience in banking, financial services, or a government/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 solely 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.
