CRM Applications Specialist

The group AluK is a global leader in the design and engineering of aluminum window, door and curtain walling systems. With more than sixty years of expertise and operations in major countries around the globe, our building systems have been specified for many of the world’s most advanced and prestigious buildings.

Role Description

At AluK, we aim to provide a world class service to our global customers. To help maintain and achieve this goal, we are seeking an experienced IT CRM Application Specialist to help AluK in further developing the Dynamics 365 CRM platform according to business & market needs, while providing the day-to-day support for end-users across our manufacturing operations. This role ensures smooth business processes by deploying CRM projects, resolving issues promptly, answering "how-to" questions, providing training to end-users where needed and performing routine tasks to prevent process disruptions. All of this while developing and maintaining an environment of trust, diversity, and inclusion.

Objectives of the role

• Have a continuous Improvement mindset by Identifying opportunities for automation, process optimization, and system enhancements to improve operational efficiency.
• Protect knowledge transfer & proper documentation of the solution by ensuring new solutions are documented
• Maintaining regular communication with business leadership teams on projects they have requested and agreed too
• Maintaining constant communication with business end-users on issues they have reported
• Maintain constant communication with the external CRM support suppliers to ensure proper resolution of reported issues within SLA.
• Deliver High-Quality Support by ensuring timely and effective resolution of CRM-related issues to meet agreed service levels and enhance user satisfaction.
• Train the 1 st -line support team on resolving issues themselves.
• Perform routine checks and tasks to prevent process bottlenecks.
• Collaborate with other IT and business teams to escalation complex issues when necessary.
• Document recurring issues and contribute to knowledge base for continuous improvement.
• Maintain Business Continuity by ensuring CRM systems run smoothly and reliably to support critical business processes without disruption.
• React to system performance issues and work together with the different expert teams to find and resolve the root cause
• Support system testing and updates during CRM enhancements or upgrades.

Responsibilities

• In tandem with the marketing department take ownership of and manage the AluK CRM application platform, based on Dynamics 365 CRM, including connectivity to other applications like BI/ERP/….
• Write Functional and technical Specification / configuration documents.
• Do system developments/configuration on the Microsoft Dynamics CRM platform
• Identify key drivers to define a problem and proposes solutions
• Identify and solve problems using analysis, experience, and judgment
• Perform analysis and effective diagnosis of clients’ issues
• Help and provide advice in selecting the most relevant tools/techniques to meet specific internal client requirements
• contribute to continuous development of methods and tools
• Demonstrate accountability and contributions to the successful realization of the group IT goals
• Define and manage data metrics on IT operational KPI’s so they can be measured against agreed SLO’s (Service Level Objectives)
• Partner with cross-functional teams (inside and outside IT) to improve the reliability, speed and usage of applications
• Document the IT application processes and make sure they are kept up to date
• Proactively monitor our IT application landscape
• Support and lead tasks in an agile way
• Manage application installation and maintenance
• Provide expert technical support via phone, e-mail, ServiceDesk portal and in-person where and when required
• Perform application configurations that keep our application landscape compliant with best practice data security practices (GDPR, NIS2, …)

Required skills and qualifications

• A minimum of bachelor degree in IT
• English is a must. Any other European language will be a strong asset, in particular, French, Dutch and Italian.
• A minimum of 3 years of experience of working in a similar environment. Experience acquired through involvement in international projects and support activities will be considered as a strong plus.
• A proven experience in working in a cross border manufacturing environment, preferably multi-sites and international.
• A proven experience in Microsoft Dynamics CRM.
• Demonstrate interpersonal and leadership skills with an ability to consult with senior leadership and influence without authority.
• Self-directed and organized; able to manage responsibilities for multiple, simultaneous initiatives
• Outstanding communication skills: ability to deliver information in clear, concise, and relevant manner both in a written and oral format
• Strong problem-solving skills
• Ability to manage multiple priorities in a fast-paced, ever changing environment
• Open to periodic travel to visit and support sales teams located around the world.

Preferred Skills

• Experience performing business process analysis, mapping, and design.
• Experience conducting requirements analysis, meeting with business owners, and performing current state system analysis
• Testing experience in all phases: System, Integration, and Performance Testing and ensuring traceability
• Possess knowledge of programming in languages that support further development of the CRM platform (Power Automate, Python, …)
• Possess comprehensive knowledge of Agile, GIT, Pipelines and releases
• Passion for manufacturing, sales, innovation & a sophisticated understanding of technological systems and programming
• Experience working in a matrix organization
• Experience working in with remote teams
• Experience or knowledge of one or more of the following: ITIL/ITSM, Agile, Scrum, Project Management
• Dedication, integrity, reliability, team orientation and a proactive attitude.