D365 Technical CRM Product Manager - RPW

Hub International - Chicago, IL

Full-time - Mid Level

Chicago, IL

10,001+ employees

Insurance Carriers and Related Activities

About the position

The Dynamics 365 Technical CRM Product Manager - RPW will oversee and manage the capabilities of the Retirement & Private Wealth (RPW) group regarding Microsoft Dynamics 365. This role involves collaborating with business and technology teams to enhance CRM functionalities, providing operational support, and serving as a subject matter expert on assigned projects. The position requires a proactive approach to drive system improvements and ensure effective use of the Dynamics 365 platform in a fast-paced environment.

Responsibilities

• Manage the ongoing support, maintenance, and enhancement of HUB's RPW Dynamics 365 environments, including DEV, UAT, INT, and PROD.
• Manage the 365 Data Migration Analyst.
• Engage with HUB RPW Business Product Owner and leaders to understand their needs and drive efficient business processes via ongoing process improvements to MDS 365 rules and workflows.
• Triage requests for system enhancements and maintain enhancement schedule to support evolving business strategies.
• Collaborate with RPW Product Owner to achieve integration and partnership goals with third-parties, such as vendors.
• Support new account growth and projects related to the platform.
• Collaborate with RPW Product Owner to implement future system changes and design, identifying requirements, priorities, and timelines.
• Gather technical requirements and propose solutions based on architectural and business needs.
• Drive RPW Dynamics implementations through all project phases, including discovery, definition, build, test, and deploy, as well as agile deployments.
• Manage change control with Business Product Owner, including receiving business requirement, report requirement, and change or enhancement requests from users.
• Serve as functional and technical subject matter expert to participate in development, implementation, maintenance, monitoring, and support of RPW Dynamics 365 / CRM environment.
• Perform changes to workflows using Power Automate and database fields, and configure entity settings, workflows, and templates.
• Understand Microsoft D365 data, including Advanced Find, Dashboards, Report Wizard, and Power BI.
• Collaborate with RPW Product Owner to document training, policy and procedures, and user manuals for D365 system.
• Partner with RPW Product Owner to create test scripts and facilitate proper user testing of changes to the system before rollout into production.
• Develop and manage specific user security roles and privileges, along with the underlying profile structure.
• Support maintenance of Development lifecycle, QA, and Production environments, and move customization between environments, rolling out enhancements/upgrades with appropriate communication and collaboration with trainers for end-user training.
• Provide support for users' advanced day-to-day questions, problems, and issues.
• Other duties as assigned.

Requirements

• Bachelor's Degree in an IT-related field strongly preferred.
• Strong Microsoft Dynamics 365 product knowledge, ideally including Sales, Power Platform, Customer Insights - Journeys & Data.
• 5+ years administering and/or designing Microsoft Dynamics CRM with various integration strategies.
• Experience with additional products in the Power Platform, such as Power Apps Portal and Power Automate.
• Ability to drive continued innovation in thinking, requirements, and delivered capabilities.
• Strong inter-team collaboration skills between various technical, business, marketing, and IT teams.
• Excellent presentation, communication, leadership, and client development skills to effectively present information to company leadership.
• Ability to translate technical information into business language to facilitate communication between technical and non-technical stakeholders.
• Excellent organizational and multi-tasking skills, attention to quality, self-motivation, and a strong desire to succeed.