D365 Functional Consultant

THE PURPOSE OF THIS ROLE

This role is responsible for configuring, maintaining and improving Microsoft Dynamics 365 Customer Engagement to support IWM’s operations. The role works closely with a dedicated Product Manager to focus on prioritised changes, collaborating with business users, developers and external partners to translate requirements into effective solutions and deliver value where it is needed most.

The postholder contributes across the full lifecycle including requirements gathering, design, configuration, testing, deployment and support, delivering reliable, user focused solutions that align with organisational priorities whilst ensuring that D365 CE is used efficiently, remains up to date, and supports key organisational processes.
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WHY IT MATTERS

This role ensures IWM business critical Membership and CRM systems are stable, secure and fit for purpose. It improves efficiency, reduces manual work, and supports data quality. Poor performance would lead to system issues, operational disruption and reduced service quality.

The role supports adherence to data, accessibility and compliance standards, ensuring systems are inclusive and secure. It promotes collaborative working and knowledge sharing across teams.

Internal teams, partners and ultimately visitors benefit from reliable systems, smoother processes and improved services enabled by Microsoft-first solutions.
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MAIN RESPONSIBILITIES


Configuration & Development

Configure Dynamics 365 CE to support business needs, prioritising out of the box functionality.
Design and implement solutions that are user friendly, scalable and aligned to best practice.
Develop and maintain workflows, cloud flows and system automation.
Support system plug-ins and extensions, ensuring continuation of service and supporting updates.
Provide ongoing system support, diagnosing and resolving defects in a timely manner.
Ensure solutions comply with data protection, accessibility and organisational standards.

System Maintenance

Carry out regular maintenance checks to proactively identify issues, including the monitoring of system performance, usage, licensing and storage.
Keep D365 updated with Microsoft releases and assess impact of changes.
Stay abreast on upcoming new features and industry best practice, applying these as appropriate

Communication

Share progress with Product Manager and stakeholders, creating confidence in bug fix progress, supporting adoption of new features and assisting with prioritisation of the backlog.
Work with stakeholders to identify, understand and document business requirements, seeking out opportunities to improve processes, systems or user experience.
Translate requirements into practical solutions, clearly communicating options and trade offs.
Maintain accurate technical documentation and system records.

Collaboration

Work with developers and partners to support integrations and end to end processes.
Contribute technical expertise to projects and change initiatives.
Support user acceptance testing (UAT), including preparing test scenarios and guiding users.
Work with IWM tester and trainer to identify and address changes which affect existing functionality and processes. This is likely to involve an element of “training the trainer”.
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WHAT SUCCESS LOOKS LIKE

After 30 days you will be:
• Familiar with IWM systems, architecture and priorities
• Building relationships with key stakeholders and users
• Supporting minor changes and fixes with guidance
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After 60 days you will be:
• Independently delivering configuration changes
• Supporting UAT and user training
• Contributing to projects and troubleshooting issues effectively
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After 90 days you will be:
• Owning workstreams or solution areas
• Delivering improvements that enhance system performance or user experience
• Acting as a trusted subject matter expert for D365

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ADDITIONAL REQUIREMENTS
• Occasional out of hours work may be required for releases or issue resolution
• Commitment to ongoing learning and maintaining technical knowledge

Museum Website: https://imperialwarmuseums.tal.net/vx/appcentre-ext/brand-4/spa-1/candidate/so/pm/1/pl/3/opp/688-D365-Functional-Consultant/en-GB