Application Support Manager

Application Support Manager Contract £550 per day Location: Bircham, Newton (E.Bircham) Description: To provide specialist IS Support (2nd/3rd line) to maintain all Information Systems ensuring minute by minute availability of these systems. This role specifically specialises in the support of CRM delivered using Microsoft Dynamics 365. To support the design, development, testing, deployment and continual improvement of CRM. Accountabilities * Maintain service levels for operational support and overall system availability, focusing on CRM * Be a subject matter expert (SME) of CRM services underpinned by MS Dynamics 365 both on a technical and customer process point of view. * Maintain security of CRM and its data to ensure continued business operation and compliance. * Provide 2nd level CRM support within a comprehensive Information Technology Infrastructure Library (ITIL) framework, managing progress escalations using appropriate service management tools. * Proactively identify opportunities to improve the support and provision of all CRM instances and services underpinned by CRM. * Provide technical guidance to all Information Communication Technologies (ICT) system users and to BI Management on CRM. * Identifies and co-ordinates the implementation of agreed remedies and preventative measures to resolve complex technical issues. * Provide test function to support the ‘release’ of new ICT systems and Infrastructure. * Monitor and manage CRM application systems and processes including backups, availability and capacity and system administration. * Administration of colleague and permission changes on all CRM instances, often involving complex security models. * Escalation of issues to third party suppliers of systems, and management of the issues to successful resolutions. * Provide support and management of third parties supporting the CRM service. Ensuring value for money is delivered and risk is managed. * Assess the impact of, undertake and manage where appropriate system and configuration changes, adhering to the department’s change request process. * Production of work instructions, support documentation, knowledge-based articles, and training materials. * Delivery of changes to live environments, as required. * Manage business analysis in support of CRM product development. * Manage system changes in support of CRM product development. * Provide training on CRM applications, where this function is not performed by the business. * Participate in business continuity tests, build and restore systems as required for CRM. * Manage supplier lead change and maintenance programmes. * Analyse data extract requirements and output reports using the reporting tools available to deliver the required information. * Be technical sign off for all CRM knowledge base articles. *This role is in scope of IR35