CRM Senior Analyst

Valleysoft | Center of Excellence is a regional IT services provider based in Egypt, serving clients globally since 2006. The company collaborates with global partners like Oracle to address diverse business and technical challenges, from enterprise application development to process management. Valleysoft's vendor-neutral and process-oriented approach, coupled with operational maturity, ensures high-quality and cost-effective services for clients

Job Purpose

The CRM Senior Analyst provides Level 2/3 application support for Microsoft Dynamics 365 CRM, ensuring system stability and effective resolution of production issues. The role supports incident, problem, and change management processes, participates in production releases, and works closely with IT, business, InfoSec, risk, and compliance teams to ensure secure and compliant CRM operations.

Key Responsibilities

• Provide Level 2/3 application support for Dynamics 365 CRM.

• Troubleshoot production issues impacting customer onboarding, servicing, or complaints.

• Support incident, problem, and change management in line with ITIL and bank governance models.

• Participate in production releases, hotfixes, and post‑deployment validation.

• Coordinate with InfoSec, risk, compliance, and audit teams for critical changes.

• Maintain operational documentation, runbooks, and audit evidence

Requirements

Key Skills & Competencies

• Strong hands-on experience with Microsoft Dynamics 365 CRM (Sales, Customer Service, Case Management)

• Understanding of enterprise banking processes and customer lifecycle

• Knowledge of ITIL, incident management, SLAs, and root cause analysis

• Familiarity with banking regulatory requirements, data privacy, and InfoSec controls

• Strong analytical, communication, and stakeholder management skills.