Analista IT-CRM At Plan International

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PURPOSE OF THE POSITION:

The IT Analyst – CRM will be responsible for ensuring the proper functioning, configuration, maintenance, and continuous evolution of the Dynamics 365 CRM environment and the applications created for the Business Development area. They will act as the central point of technical expertise for the integration and optimization of these tools within the Office 365 ecosystem.

Provide technical, operational and analytical support to the development, implementation and monitoring of initiatives for the business development area that promote innovation and strategic use of technology in the countries of the region.

Responsible for providing user support and maintaining the effective operation of the systems used for the Business Development area listed below:

  • Donor Dragon: implemented with Dynamics 365 CRM is the central system of the Business Development area used for the management of the life cycle of both individual donors and corporate partners;
  • Grants Garden: an application built with Power Platform tools , supporting an online regional database for grant management focused on identifying opportunities, formulating projects, and complying with grant regulations;
  • Fundraising Forest: an application built with Power Platform tools to be the online regional knowledge base and customer service center where information on Business Development is stored, made available to the end user in fundraising pills (knowledge capsules that can be consumed in a maximum of 10 minutes) and that serve for capacity building.

ROLE DIMENSION:

  • Technical support for the implementation and adaptation of solutions aimed at the Business Development area, facilitating technological innovation for greater impact of projects in the Programs area
  • Provide support in coordinating all necessary actions and the complete process of system updates, requirements gathering, and needs analysis for new digital initiatives.
  • Support the management of confidential data: contracts, licenses, databases and account data;
  • Departments affected by non-compliance with this function: Business Development (country offices), Finance (country offices), ICT (regional hub), Shared services centers.

RESPONSIBILITIES:

  • Supporting country offices and shared service centers in the use of Business Development systems
  • Support the effective operation of Business Development systems
  • Assist and guide users in the access and proper use of Business Development systems in coordination with regional and local IT departments;
  • Assist in the planning, execution and technical monitoring of digital innovation and technological transformation projects.
  • Create and implement new Low Code tools with Power Platform (Power Apps, Power Automate, Power BI, Power Pages)
  • Collaborate on the technical documentation, manuals and digital workflows of IT4D and business development initiatives.
  • Coordinate with national and regional teams to facilitate communication and information exchange.
  • Support in the preparation of technical reports and presentations.
  • Administrative support for the management of requirements, surveys and maintenance of technological resources necessary for the information systems used (licenses, contracts, etc.).
  • Support the management of Service Desk incidents and requests to provide assistance, troubleshooting, and problem management

ACTIVITIES

CRM Administration and Maintenance, its integration with applications on Power Platform and others

  • Environment, Business and Unit Management.
  • Configuration and customization of Entities, Forms, Views and Panels.
  • Advanced Security and Role Management: equipment, users, hierarchies, field-level security.
  • Configuration of Business Process Flows and Business Rules.
  • Email Template Management and Mail Merge.
  • Knowledge of best practices for customization to avoid negatively impacting performance.
  • Diagnosis and resolution of incidents reported by users.
  • Update and patch management.
  • Monitoring the performance and use of the solutions.

Development and Automation Tools – Power Platform

Power Apps:

  • Experience in the development and maintenance of Model-Driven Apps (based directly on Dynamics data).
  • Experience in the development and maintenance of Canvas Apps (more customized and independent applications).
  • Knowledge of formulas (similar to Excel) for the logic of Canvas Apps.
  • Knowledge of DataVerse as the primary data connector.

Power Automate:

  • Creation and maintenance of workflows to automate processes between Dynamics 365 and other Office 365 applications.
  • Types of flows: Automated Flows, Instant Flows, Business Process Flows (for UI).

Dataverse:

  • Understanding of business and security concepts at the row level.
  • Creation and management of custom tables (entities).
  • Definition of (1:N, N:N) relationships between tables.

Power BI: Ability to create and connect basic dashboards and reports to Dataverse data for report generation.

Ensure that Plan International’s global policies for Child and Youth Protection and Gender Equality and Inclusion are fully integrated in accordance with policy principles and requirements, including relevant Implementation Standards and Guidelines applicable to their area of ​​responsibility. This includes, among other things, ensuring that staff and partners are aware of and understand their responsibilities under these policies and Plan International’s Code of Conduct (CoC), their relevance to their area of ​​work, and that concerns are reported and addressed in accordance with appropriate procedures.

KEY RELATIONSHIPS

Internal

Regional IT Project and Innovation Specialist

  • Regional Coordinator of Business Applications
  • Regional Head of Business Development
  • Regional Coordinator of Individual Donors
  • Donor Services Analyst.
  • Regional IT Team
  • Key users: end customers of each system in different countries.

Exterior

  • Systems providers

Technical experience, skills, knowledge

  • Completed studies in systems engineering, computer science, business administration or related studies (technical and/or university level)
  • Experience (minimum 1 year) in administration and maintenance of MS D CRM,
  • Good level of communication skills to interact with different internal and external stakeholders.
  • Desirable experience in international organizations or development cooperation projects.
  • Strong knowledge of Spanish and a basic level of English are required.
  • A solid understanding of Microsoft Dynamics 365 CRM is required (functional configuration, forms, views, and role-based security).
  • Knowledge of Dataverse (Data modeling, business rules and access control) is required.
  • Experience using technologies such as Power Apps, Power Pages, and Power BI will be valued.
  • Experience in extensions and integrations (XRM/JavaScript in forms and Dataverse Web API) will be valued.
  • Application of good cybersecurity and data privacy practices.

Basic Development Concepts:

  • Knowledge of JavaScript for more advanced client customizations in Dynamics 365 forms.
  • Basic HTML and Dataverse Web API concepts.
  • Familiarity with PowerShell for automated administrative tasks in the Admin Center.

Methodologies:

  • Knowledge of agile methodologies (Scrum, Kanban).
  • Experience in managing solution lifecycles (development, testing, deployment) using Solutions on Power Platform

How to apply

To apply, please send your CV via the following link:

https://jobs.plan-international.org/job-invite/52989