Specialist – CRM Development

Design, code and modify CRM Applications that will meet customers’ requirements thus improving employee and Bupa members experience.

CRM Solutions Design 

• Collaborate closely with internal stakeholders to understand the business requirements clearly
• Work with key stakeholders to understand technical requirements to be developed for a global, scalable ecommerce platform
• Develop clear and accurate Technical Design Documents (TDD) to define clearly and in detail the CRM platform technical design using the best architecture principles being followed by Bupa
• Comply with the program standards, processes and technical standards defined for the project and Cyber Security protocols
• Collaborate with the team members in sprint planning, review and retrospective
• Recommend changes to improve the reliability, scalability, maintainability, security and performance of developed systems to deliver customer focused services

CRM Development Activities

• Design, develop, test and deploy CRM applications
• Ensure active involvement in Change Advisory Board (CAB) to clarify development work done
• Provide detailed TDD, change script, risk assessment and implementation plan for production deployment
• Integrate data from various back-end web services and databases using SOAP and REST APIs
• Deploy applications User Acceptance Testing (UAT) environment for user testing and quality review
• Ensure Bupa’s application naming convention policy and Do’s and Don's checklist is applied
• Implement responsive and reactive design to provide highest possible customer experience
• Work closely and effectively with team members to meet the project milestones and business requirements as per BRD
• Ensure application configurations, customization are performed without impacting upgrades.
• Monitor and recommend changes to improve the reliability, scalability, extensible, security and performance of CRM application.
• Manage CRM application upgrades and roll ups.
• Manage and update CRM application related documents: Configuration Document, Release Notes, Change Scripts, Application Architectures, User Guides, etc.
• Branch and merge codes done by team member using TFS

CRM Application Support

• Support the testing of applications either in User Acceptance Testing (UAT) or Pre-production environment including the required penetration testing to ensure arising issues are timely and properly resolved
• Analyse errors, monitoring and performance logs using Microsoft analytic tools to troubleshoot, identify and fix CRM platform performance issues
• Participate in design, promote and support in an agile way of working within the team
• Timely preparation and reporting of progress status updates
• Participate actively in the Change Request process which includes performing impact assessment, testing, implementation plan and code review report
• Performs continued enhancements to meet the Bupa’s business requirements
• Assist in the installation of patches and periodical upgrades to ensure up-to-date solutions
• Streamline end user requests to CRs/PIDs
• Coordinate with internal departments and end users to make sure users are properly trained on system functions
• Update CRM Training materials with modern technologies
• Ensure training materials are published on secure channels that are accessible to end users

CRM Innovative Solutions 

• Engage in code reviews with team to review, analyse, improve and teach coding skills
• Continuously learn and keep up to date with emerging technologies and trends to evaluate impact to business
• Propose digital innovative solutions which will improve the customer experience, optimize processes through automation, manage medical costs effectively and contribute growth in the business

CRM Proactive Management & Analysis

• Using Microsoft monitoring and analytical tools to conduct comprehensive auditing and monitoring for proactive management of application performance
• Analyse errors and performance logs using analytic tools to help teams proactively and efficiently prevent any issue that might arise in the future
• Investigate server response times by logging and reporting things such as slow queries, integration responsiveness, or custom code invocation time.
• Collect metrics of how applications are performing to monitor and troubleshoot run time issues

• Strong Microsoft Dynamics CRM functional and technical background is a necessary requirement.
• Solid knowledge of any Content Management System like sitefinity, sitecore etc.
• Hands on experience with development tools and methods such as Visual Studio, CRM SDK, XrmToolBox, Javascript, CRM API, managed & unmanaged solutions, web services, and/or others
• Working comprehension of C#, ASP.NET, ASP.NET MVC, JQuery, API’s, CSS, HTML, and JavaScript
• Proficient in MS SQL database including writing T-SQL queries, SQL Server Agent, stored procedures and triggers