CRM and Power Platform Support Lead

Who are LRQA?

LRQA stands for dedication to clients, market firsts, and deep expertise in risk management. We’ve grown to become a leading global assurance provider, bringing together outstanding expertise in certification, customised assurance, cybersecurity, inspection and training.

While we’re proud of our heritage, it’s who we are today that really matters, because that’s what shapes who we and our clients can become tomorrow. By staying true to our shared values and combining decades of collective experience, we support our clients in building a safer and more sustainable future.

LRQA currently operates across 50 countries, has more than 2,500 colleagues, generates £315m in revenue, and supports more than 60,000 clients across a diverse range of sectors and markets.

Responsibilities:

• Team Management - Oversee the day to day management of the support team, ensuring tickets are addressed within SLA.  Dealing with escalations and helping to prioritise work where conflicts appear.
• Platform Maintenance – ensure the configuration, optimisation, and administration of the platforms are kept up to date with the latest service packs, ensuring they are tested and signed off, exploiting enhancements where possible.  Making sure the platforms are safe and secure.
• Development – Scope requirements, implement and enforce best practices aligned with the Agile framework to create new service areas, and configure workflows and automation rules for process efficiencies.
• Incident and Problem Management – Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues, and minimising service disruptions.
• Monitoring - Apply monitoring to detect issues proactively before the user is aware of any impact.
• Change Management - Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
• Process Improvement – Identify opportunities for process enhancement within the platform, applying best practices to boost operational efficiency, service quality, and end-user satisfaction and also conduct regular assessments for optimisation.
• Service Catalogue & Asset Management – Maintain and update the service catalogue and asset inventory, ensuring alignment with security requirements and business priorities.
• Audit – continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity.
• Integrations – Implement and configure integrations with other business tools using API’s/Webhooks/Plugins.
• Collaboration – Work with cross-functional teams including security operations and other business units to facilitate effective communication and align IT service delivery with strategic goals.
• Documentation and Reporting – Create and maintain detailed documentation for all processes and produce regular performance and compliance reports and develop the ITSM Knowledge Base.  Develop custom reports and dashboards to support business decision-making.
• User Support and Training – Provide training and support to users of the solutions, fostering a culture of self-service and knowledge-sharing.

Essential skills required:

• Over 5 years of team management skills.
• Proven and demonstratable experience administrating Microsoft Dynamics 365 and developing applications
• MS Dynamics 365 certification, or the ability to demonstrate a wide programming skill set in the configuration and deployment of D365 cloud services
• Proven experience of Power Platform apps, including Data Flow structures.
• Experience working on dynamic, agile teams with the ability to deliver on multiple workstreams
• Experience integrating third-party applications with Dynamics 365 apps
• A good understanding of the Microsoft 365 roadmap, and the ability to evaluate the applicability for business productivity solutions
• Automation using model-driven and canvas apps
• Understanding of security principles and practices ensuring confidentiality, integrity, and availability of data and D365 services and Power Platforms
• Strong attention to detail and excellent customer service orientation
• Experience with integrations and migration paths from on-prem solutions to Microsoft 365
• Ability to manage workload with Azure DevOps and automate testing and releases.
• Able to configure monitoring toolsets to ensure stability of solutions are transparent and reacted to.
• Ability to work both autonomously and as a team player

Desirable Skills:

• Innovative thinker
• Agile
• Critical thinking and attention to detail
• Ability to perform under pressure
• Business Acumen
• Stakeholder management