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CRM Support Analyst
Whiteknights Reading UK

Job reference: SRF36908

Location: Whiteknights Reading UK

Closing date: 17/10/2021

Job live date: 01/10/2021

Salary: £ 25,217-£ 30,048 pro rata per annum

Employment type: AAS-Technical

Department: Digital Technology Services

Division: Application Development & Digital Transformation

Hours per week: 21.6 hrs ( 0.6 FTE)

Employment Basis/Type: Part time, Fixed term for 2 years

The 2-year fixed term role of the CRM Support Analyst is to directly support the design, development, operation and maintenance of our Microsoft CRM technologies (Dynamics 365) and to work with other teams within the University to ensure that services are delivered efficiently and new developments meet the required standards

Main duties and responsibilities

  1. To provide user support for staff using Dynamics 365 CRM and other Digital Marketing Products working closely with the local user champions
  2. Accurately elicit relevant details of customer queries and record information using the department’s computerised ticketing system
  3. Take ownership of incidents and follow up the status of problems on behalf of the customer and communicate progress in a timely manner
  4. Investigate and resolve requests, incidents and problems in accordance with agreed SLA targets
  5. To import datasets, run de-duplication checks and updates, and assist in maintaining data integrity
  6. To assist in mapping data fields and processes for the data integration projects, which aims to ensure that data is passed efficiently and in a timely manner between the CRM and other corporate systems
  7. To provide administrative assistance to the team, including maintaining and developing the CRM’s Knowledge Base
  8. To maintain the user records and permissions on the system, in conjunction with the systems administrators
  9. To undertake such duties as may from time to time be assigned by the CRM Team Lead.

Informal contact details

Alternative informal contact details

Contact role:

Head of Digital Applications and Development.

Contact role:

Deputy Director of DTS

Contact name:

Dave Jones

Contact name:

Mark Collett

Contact phone:

+44 (0)118 378 2939

Contact phone:

+44 (0)118 378 8433

Contact email:

Contact email:

​​​​​​​Applications from job seekers who require sponsorship to work in the UK are welcome and will be considered alongside all other applications. By reference to the applicable SOC code for this role, sponsorship may be possible under the Skilled Worker Route.  Applicants should ensure that they are able to meet the points requirement under the PBS.  There is further information about this on the UK Visas and Immigration Website.

The University is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter and the Race Equality Charter, and is a Diversity Champion for Stonewall, the leading LGBT+ rights organisation. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs


The closing date for this job has now passed.


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