Title: CRM Support Analyst

Reports to: Head of CX & CRM

Contract type: Specific Purpose Contract (Maternity Cover)

Hours: Full-time (35 hours per week) Mon - Fri 9am to 5pm

Location: The Society operates a hybrid working model with a combination of remote and in-person (Dublin 4 office) working

Office attendance days are Wednesday & Thursday

Salary: €36,500 per annum

Who we are

At the Irish Cancer Society, we have an ambitious vision: by 2025 3 out of 4 Irish cancer patients will survive their diagnosis, and everyone affected by the disease will have access to world-class treatment, care, and support.

This is a chance to be part of a dynamic team that's making a tangible difference to the lives of people affected by cancer. Whether you're seeking the next big step in your career or looking to apply your skills in a more impactful and flexible role, this is your opportunity.

If you are passionate about delivering first-class CRM support, possess excellent communication skills, and are eager for a rewarding challenge, we want to hear from you.

About the role

We are seeking a proactive and knowledgeable CRM Support Analyst with experience of Dynamics 365 CRM (or similar platforms) for a maternity cover contract. You will provide expert support and troubleshooting for the Dynamics 365 platform, ensuring seamless operation and functionality, and pursuing optimisation to meet our growing user and business needs. The successful candidate will play a critical role in supporting all functions across the Irish Cancer Society, in both Services Delivery, (e.g., Night Nursing, Patient Travel and Financial Support teams) along with our Fundraising Team.

Key Responsibilities

Technical Business Support and Troubleshooting: Provide first- and second-line support for Dynamics 365 CRM issues, ensuring timely resolution of tickets in line with SLAs and minimal disruption to business operations.

Data Hygiene: Identify and remedy potential duplicate and erroneous data including the cleansing of mailings lists to ensure data integrity.

Configuration and Customisation: Assist with configuring and customizing the Dynamics 365 platform to meet evolving business requirements.

User Training and Documentation: Deliver user training and create documentation to ensure effective system adoption and proper use of features.

Stakeholder Collaboration: Act as a liaison between business teams, Solutions Delivery and external vendors to address system needs and gather requirements for improvements.

Reporting and Analysis: Develop and maintain dashboards, reports, and data insights using built-in tools or Power BI to help stakeholders make informed decisions.

Required Skills and Experience

Proven experience in supporting and managing Microsoft Dynamics 365 CRM or a similar CRM platform. The Irish Cancer Society measures experience by the quality of the experience gained, rather than number of years worked.

Strong understanding of CRM workflows, configurations, and customisations.

Experience with Power Platform tools, including Power Automate, Power BI, and Power Apps.

Excellent problem-solving and analytical skills with a focus on user support.

Agility to ability to multi-task between competing priorities and workloads.

Familiarity with SQL, JavaScript, and CRM APIs for troubleshooting or basic customizations.

Exceptional communication skills and the ability to work collaboratively with diverse teams, communicating technical solutions in a tangible way.

Knowledge of data protection regulations (e.g., GDPR) and CRM data security best practices.

Preferred Qualifications

A degree or diploma in relevant field such as Computer Science, Information Systems, Data Analytics or similar

Certifications such as Microsoft Certified: Dynamics 365 Fundamentals or Power Platform Certifications.

Experience with integrating Dynamics 365 CRM with other applications and platforms.

Familiarity with Agile or ITIL methodologies for support and project management.

The Irish Cancer Society is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. We know that the more inclusive we are, the better our work will be.

The closing date for applications is Wednesday 8^th January 2025 

Please note all CVs are logged through a third-party system for processing

WE DO NOT REQUIRE THE ASSISTANCE OF AGENCIES

Some of our benefits:

·      23 days Annual Leave a year or Pro Rata equivalent, plus public holidays, Good Friday and Christmas Eve (if it falls on a working day)

·      Service Days - Additional days awarded to reflect long service with the Society.

·      Sick Pay Scheme (following Probationary period)

·      Flexitime

·      Defined Contribution Pension Scheme (after 6 months)

·      Group membership for VHI and HSF (health plans)

·      Bus/Rail Ticket Scheme and Cycle to Work Scheme

·      Death In Service Benefit (from commencement of employment)

·      Paid Family Leave (Maternity, Paternity, Adoptive, Force Majeure and compassionate Leave)

·      Learning and Development Programmes

·      Educational Assistance (Study and Examination Leave)

·      Employee Assistance Programme (EAP)

·      Optional Flu vaccine provided