CRM Support Specialist

Remote

Full Time

Department of Commerce (DOC)

Mid Level

ROLE
We are seeking a remote CRM (Customer Relationship Management) Support Specialist to support the First Responder Network Authority (FirstNet Authority) Public Safety Advocacy Office in Reston, VA 20192. Your responsibilities will focus on optimizing the Microsoft Dynamics 365 CRM platform through enhancements, workflow automation, system integration, and configuration to strengthen functionality, efficiency, and user experience.

This is a full-time remote opportunity in which we'll provide competitive pay, comprehensive benefits, and job stability and security.

Apply today!

RESPONSIBILITIES
I. Task Tracking

Provide weekly progress updates and attend regular check-in meetings
Prepare monthly reports summarizing key activities, accomplishments, metrics, performance indicators, and planned corrective actions
Maintain a task tracker showing priorities, due dates, and progress on all assignments
Manage 8-12 active projects each month, adjusting priorities as needed

II.Workflow Automation

Respond to requests and questions from multiple communication channels
Respond to data requests (data calls) and connect the CRM platform with other systems (e.g., ArcGIS and Qualtrics)
Create automated workflows to improve efficiency and streamline processes
Set up automatic contact list uploads, notifications, and alerts
Use Office 365 and Power BI to design solutions and reports

III. Application Configuration

Work with the IT office to connect Microsoft Dynamics 365 to single sign-on systems and mobile platforms, including Power Apps
Configure the CRM to give a comprehensive view of stakeholder activity history across multiple communication channels
Export and analyze data to identify trends and create predictive insights
Build dashboards, custom reports, and views tailored to user needs
Test system configurations to confirm they work as intended
Set up tools for writing and editing scripted responses

IV. Technical Support

Provide ongoing support to users and maintain a knowledge base
Migrate data into the CRM and ensure accuracy during transfers
Fine-tune system performance, manage data models, and adjust processes as needed
Set up and maintain security roles and permissions
Provide post-implementation support alongside creating training materials, leading workshops, and training other trainers

KNOWLEDGE, SKILLS, & ABILITIES

Knowledge of CRM data security practices and compliance requirements
Knowledge of business process analysis for translating operational needs into CRM solutions
Ability to configure and customize Microsoft Dynamics 365
Ability to design workflow automation and integrate external systems
Ability to create dashboards and reports in Power BI and Dynamics 365
Ability to analyze data and identify trends for decision-making
Ability to perform system testing and resolve technical issues
Skill in clear, concise, and professional communication

PREFERRED EXPERIENCE

Experience administering and supporting Microsoft Dynamics 365 CRM
Experience developing automated workflows and alerts
Experience integrating CRM systems with tools like Power BI, ArcGIS, or Qualtrics
Experience providing technical support and troubleshooting
Experience creating and delivering user training
Experience managing CRM security roles and permissions

EDUCATION

Undergraduate degree in computer science, information systems, or related field preferred
Relevant certifications and training in Microsoft Dynamics 365 or CRM administration preferred

LOCATION

Remote

CLEARANCE

U.S. citizenship is required as it supports the U.S. federal government

CLIENT

U.S. Department of Commerce

TRAVEL

Travel is not required

WORK HOURS

40 hours
8 hours a day
5 days a week

EMPLOYMENT CLASSIFICATION

Employment Classification Eligibility — Exempt

RELOCATION

Not eligible for relocation benefits

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KMRG, LLC is an Equal Opportunity/Affirmative Action (EEO/AA) employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, gender identity, sexual orientation, ancestry, national origin, age, marital or civil partnership status, mental disability, physical disability, medical condition, pregnancy, maternity status, political affiliation, military or veteran status, genetic information, traits historically associated with race, or any other basis prohibited by federal, state, and/or local law.

Other Considerations. Applicants will be subject to a background investigation. Individual’s primary workstation is located in an office area. The noise level in this environment is low to moderate. Regularly required to sit for extended periods up to 100% of the time; frequently required to move about to access file cabinets and use office equipment such as PC, copier, fax, telephone, cell phone, etc. Occasionally required to reach overhead, bend, and lift objects of up to 10 lbs. Specific vision abilities required by this job include the use of computer monitor screens up to 100% of the time.

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CRM Support Specialist

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