Job Description

Job details

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Responsible to


Business Systems Manager


Location


Kedleston Road, Derby Campus


Closing date


Monday 2 June 2025


Salary


37,756 to 40,920 per annum (for exceptional performers, there is scope for further progression up to 51,878 per annum)


Job grade


MPS 1


Reference


0059-25


Contract type


Permanent


Post type


Full-time


Adaptive working type


Hybrid

This role will be based on site, primarily in the named location. Currently, this role offers the opportunity to work remotely, normally 3 day/s a week in line with our Adaptive Working Framework.



About the University
We have one simple promise - to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.



The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.



We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 - making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.



Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.


About the College/Department
Digital Solutions & Services are responsible for providing the digital platform to enable the best possible service to staff, students and stakeholders across the University and beyond. We take a collaborative approach to developing strategic goals to provide a diverse range of information technology and business services designed to support learning, teaching and research at the University of Derby.



Digital Solutions & Services are responsible for ensuring that the University's IT capability is fit for purpose, future focused and able to protect, support and enhance the full breadth of services that will be delivered either on campus or digitally online with contributions across the department. We aim to assist students, teaching staff, support departments and collaborative partners to ensure we are making an impact on the University's current and future digital landscape.


About the role
As Senior Systems Specialist for Customer Relationship Management (CRM) you will be responsible for the administration, maintenance, and optimization of our Microsoft Dynamics 365 environment. This role is critical in ensuring the platform is stable, secure, and fully aligned with business needs.



In this role, you will oversee the daily administration and maintenance of the Microsoft Dynamics 365 system to ensure optimal performance. You will manage user access, security roles, and permissions to maintain data integrity and safeguard sensitive information. Your responsibilities will include configuring, customizing, and troubleshooting Dynamics 365 applications to streamline workflows and enhance automation.



You will work closely with stakeholders to gather business requirements and implement effective solutions that support and improve operational processes. Additionally, you will monitor system performance, address technical issues, and apply necessary updates, patches, and upgrades to maintain system reliability. As Senior Systems Specialist you will also develop and maintain detailed documentation, including system configurations, business processes, and user training materials. Providing end-user support and training is a key aspect of the role, ensuring that teams can effectively utilize the system. Furthermore, collaborating with IT and business teams you will integrate Dynamics 365 with other enterprise systems, supporting a cohesive and efficient technology environment.

Key Objectives & Deliverables

Short-Term


Gain a deep understanding of our existing Dynamics 365 environment and support current business processes. Implement system optimizations and quick wins to enhance efficiency. Ensure user access and security settings are correctly configured.

Medium-Term


Work on automation initiatives, such as Power Automate and workflows, to streamline processes. Support the migration of legacy data and ensure system integrity. Improve reporting and analytics capabilities using Power BI or similar tools.

Long-Term


Lead efforts to upgrade and scale the Dynamics 365 system in line with business growth. Identify and implement best practices to maximize the system's potential. Drive user adoption through continuous training and support.

Team & Working Conditions

This role is part of a small team of application specialists, fostering close collaboration and a shared focus on system excellence. There is potential to work with external vendors or consultants on system enhancements, providing opportunities for knowledge exchange and continuous improvement. While the position typically follows standard working hours, it may occasionally require on-call support during system upgrades, critical issues, or key periods of system usage, such as cleaning and enrolment.

Career Development & Growth

This role offers the opportunity to gain certifications in Microsoft Dynamics 365 and related Microsoft technologies, supporting professional development and expertise in the platform. Additionally, it provides valuable exposure to Power Platform (Power Automate, Power Apps, Power BI) for automation and analytics.



Anticipated interview date: 17/06/25


About You
We are seeking a CRM professional with a strong understanding of Microsoft Dynamics. The ideal candidate will have expertise in system administration, service management and customer relationships.



You'll have demonstrable experience in developing, implementing and maintaining CRM systems. Additionally, the role requires the ability to branch out into the support and maintenance of other systems and services.


Principal accountabilities
Take a lead role in providing support to users of SaaS systems, specialising in CRM (currently Microsoft Dynamics).

Responsible for creating, managing and continually improving the process for updates and upgrades. Project-manage all upgrades and updates including risk mitigation and issue resolution. Responsible for planning, coordinating, and delivering updates and upgrades timely. Responsible for reporting release progress to key stakeholders at regular intervals. Responsible for internal and external resourcing in relation to releases. Accountable for the end-to-end validation of upgrades and updates (testing). Establish and maintain Cloud Notifications distribution lists.

Responsible for user access to Production environment ensuring all approvals are in place. Conduct reviews of user roles and tailoring to University of Derby requirements, ensuring full documentation and approvals are in place.

Responsible for working with Subject Matter Experts to introduce new features and configuration to the Production environment.

Provide technical knowledge and insight to peers and colleagues

Be an advocate for Cloud best practices.

Provide a high level of support to users, through continuous monitoring of service provision and customer satisfaction. Consistently review, and act upon any feedback provided which will result in an improvement in the level of support offered to users.

Understand, and interpret both technical and functional specifications to ensure the appropriate level of development work is undertaken when producing solutions.

Play a lead role in gathering, and interpreting user requirements, understanding how such requirements can be met by existing software platforms within the University. Where it is felt that existing software platforms do not meet requirements look at alternative software platforms outside of the University to identify a solution.

Document, model, and analyse business processes and make recommendations regarding suitable software platforms for users to adopt.

Work with the Enterprise Architecture team in identifying new technologies, and software platforms, which would provide a business benefit to the University. Consider emerging trends in technologies across higher education sector and beyond, and to identify where possible we can exploit such technologies.

Play a lead role in rolling out both new and existing system functionality across all software platforms. Where appropriate, undertake training with users, and ensure appropriate user guides are in place, and any governance disseminated.

Build collaborative working relationships with external suppliers and consultants, ensuring delivery of solutions within mutually agreed deadlines, and playing a key role in ensuring smooth transition of responsibilities once projects are handed over to the team.

Support Digital Solutions & Services in delivering 'best in class' customer service to all areas of the University.

Update skills and knowledge through ongoing staff development, in line with any relevant continuing professional development requirements.

Manage strategic relationships with key stakeholders/customers within the University, suppliers, and other external organisations, both within and outside the Higher Education sector, promoting the University.

Support the Senior Management and Leadership teams within Digital Solutions & Services in developing and enhancing customer service with key stakeholders/customers within the University, managing and maintaining the profile of Digital Solutions & Services.

Support clear, effective, and timely communication as appropriate from the Digital Solutions & Services to its internal and external stakeholders.

Person specification###

Essential Criteria

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Qualifications

Relevant first degree (or equivalent qualification) or comparable knowledge gained through professional experience
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Experience

Demonstrable experience of full lifecycle system implementations including both on premise and on cloud Experience of implementing and supporting innovative solutions that are customer and future focused Experience in contributing and advocating the design and implementation of best practices Experience of working on system implementations and CRM Solutions Experience of building open and transparent relations with colleagues and establishing credibility as a trusted expert from technical, personal and management perspectives
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Skills, knowledge & abilities

Understanding of cloud technologies and their potential application to deliver services Understanding of CRM and how best to utilise their capabilities, develop and deliver solutions to business requirements Experience of Cloud CRM technology - e.g Microsoft Dynamics Strong industry knowledge through self-study, training, research and events A desire to remain technically capable and an expert in current technologies Ability to understand and interpret business and administrative processes Ability to define system requirements, including production of functional and technical specifications Ability to work both as part of a team and independently Good stakeholder skills to lead, promote, persuade, influence, and coordinate improvements Ability to evidence excellent communication, engagement, persuasion and influencing skills with technical and non-technical audiences (verbal and written) Proven analytical, conceptual, and problem-solving skills Develop and utilise expertise for the benefit of customers and colleagues. Can apply knowledge quickly to new challenges Strong understanding of information security and governance Organised approach to dealing with workloads and capacity
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Business requirements

A commitment to the University core values and for these to be actively reflected in all aspects of work An ability and commitment to work additional hours to meet deadlines as appropriate Willingness and flexibility to travel and work between University and external sites in a cost effective and timely manner Willingness to provide support at University events from time to time e.g., Graduation, Clearing and Open Days, (some of these events occur outside of normal working hours, such as evenings and weekends)
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Desirable Criteria

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Qualifications

Professional and /or technical qualifications, e.g. PRINCE 2 / ITIL or substantial, applied equivalent experience A postgraduate qualification in a relevant subject area
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Skills, knowledge and abilities

Good understanding of the Higher Educational sector Project Management Excellent Analytical and Organisational Skills Benefits
Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata) Local Government Pension Scheme Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme Access to a variety of staff discounts at high street retailers Discounted onsite gym Holiday purchase Cycle to Work scheme A flexible working environment A commitment to personal and professional development

Find out more about rewards and benefitsFind out more about rewards and benefits


Key contact
For further information and informal enquiries regarding the role, please contact Sandra Stevenson-Revill, Business Systems Manager via s.revill@derby.ac.uk


For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via recruitment@derby.ac.uk.


Important information####

Visa Sponsorship Eligibility

This role may be eligible for sponsorship by the University.



The offered salary for this role is less than the going rate for the occupation and the minimum salary threshold for the Skilled Worker route (38,700 per annum). Therefore you will only be eligible to apply for a Skilled Worker visa subject to your individual circumstances which must meet one of the following criteria set out by UKVI:


Your job is on the Immigration Skills List You're under 26, studying or a recent graduate, or in professional training You have a PhD level qualification that's relevant to your job You have a postdoctoral position in science or higher education

You must also meet the English Language requirement.



Please note that the University will assess your individual eligibility for sponsorship at the shortlisting stage.



For more information, visit Applying from Overseas.




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Equity, diversity and inclusion

The University of Derby is committed to promoting equity, diversity and inclusion, regardless of age, disability, trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex and sexual orientation.



We are Disability Confident Employers, demonstrating our commitment to disability inclusion, and invite applicants to highlight adjustments they may require to ensure equitable participation in our recruitment processes.



Further, we are committed to ensuring an environment which is trans and non-binary-inclusive for all our staff, students, partners, and visitors, and continuously review our policies, guidance and training.



When applying to join the University, you can choose your preferred title, including the gender-neutral title 'Mx'. We also ask our candidates if they would like to share their preferred pronouns. This is voluntary but demonstrates our commitment to inclusivity for trans and non-binary candidates. Once employed, you can add pronouns and preferred names onto our system.



The University of Derby undertakes anonymised shortlisting during the staff recruitment process. This means that, when shortlisting, panel members will not be able to see an applicant's name and will see an applicant number instead. This demonstrates the practical steps we are taking to remove barriers to recruitment by minimising the possible impact of our unconscious bias.



However you identify, we actively celebrate the knowledge, experience and talents each person brings. Our students come from a wide range of backgrounds; therefore we are particularly interested to hear from applicants who will help our leaders and teams be more reflective of our student population.



For more information on equity, diversity and inclusion at the University of Derby, please visit our website.





A university that celebrates you

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Environmental Sustainability

At the University of Derby, we are passionate about embedding sustainability into everything that we do. We aim to bring environmental sustainability into all aspects of the University, including teaching, research and operational activities. In line with the University's strategic framework, we expect all our staff to embed sustainability into their working practices and support the University's objective to reach net zero carbon by 2050.





Environment and sustainability


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