IT CRM Support Engineer

D.A. Davidson Companies is an independent, employee-owned company with a rich history spanning more than 80 years. We are dedicated to conducting our business in accordance with the highest standards of integrity and ethics, and delivering outstanding service to our clients and each other. We support a friendly, open and supportive culture, and encourage candid communication and productive engagement that make our companies and each of us better. Just as we work to improve our clients’ financial well-being, we also work to strengthen local communities—and giving back is one of our core values. You can learn more about our company culture and impact in our latest annual report.

Summary/Function:

DA Davidson is seeking an IT CRM Support Engineer to manage and maintain the application, support model, coordinate with vendors and development resources, and administer Microsoft Dynamics CRM. The role requires a balanced focus on daily operations within the MS Dynamics CRM platform used across multiple divisions at DA Davidson, while also enhancing our support models, incident management, and understanding of system dependencies. Daily operational responsibilities include incident management, user provisioning and maintenance, audit assistance, and researching, assessing, and documenting issues, followed by escalation to the appropriate teams.

This position necessitates collaboration with senior management, external partners, and IT staff to identify opportunities, create and prioritize business requirements, research upcoming releases and feature impacts across platforms, and assist in implementing comprehensive solutions. By aligning technology capabilities with business goals, this role will play a crucial part in ensuring that the organization's CRM investments provide measurable value.

Qualifications:

•Bachelor’s degree or equivalent combination of education, technical certifications or experience.

•4+ years of experience with CRM systems, prior experience with low code no code frameworks (Power Platform) is preferred

•Strong understanding of CRM Data models, workflows, integrations, and experience supporting and maintain IT and Enterprise Architectural documentation

•Experience managing solutions within Dynamics 365 or major CRM platforms like Salesforce

•Strong problem-solving skills and ability to troubleshoot, escalate, and resolve complex issues.

•Ability to research support incidents, document findings, and escalate issues to the product team or external vendor support

•Prior experience with UAT / QA testing and QA Automation is helpful  

•Experience creating and interpreting detailed documentation supporting business requirements, quality assurance test plans, and system administration procedures.

•Ability to understand application security roles and segmentation of duties.

•Excellent communication skills, both oral and written. Ability to communicate technical directions, both in person and over the phone.

•Strong Microsoft Office working knowledge, including the use of Microsoft Teams components.

•Ability to work closely with different groups, departments, and managers to establish short-term and long-term planning.

•Ability to adapt quickly to ever-changing regulatory needs across the business.

•Experience in IT project management and agile frameworks.

•Ability to travel when necessary for planning, conferences, training, or to engage directly with users

•Highly self-motivated and self-directed.

•Ability to follow policies and maintain client confidentiality.

•Ability to maintain regular, predictable attendance.

Duties:

•Review, plan, and communicate upcoming changes for our Microsoft Dynamics 365 (CRM) platform utilized across DA Davidson.

•Train Service Center staff to ensure they can manage basic CRM tickets and triage incidents

•Coordinate with IT Service Center management to announce planned changes and maintenance.

•Ensure continuity of operations and system stability for Dynamics 365 and integrated platforms, guiding and leading IT Service Desk and Application Support teams in troubleshooting.

•Work with IT Systems to monitor and help manage cloud capacity and performance; understand cloud architecture

•Establish and enforce SLAs in consultation with end users to establish problem resolution expectations and timeframes.

•Collaborate with various business units across DA Davidson to gather requirements, clarify objectives, and align CRM capabilities with business goals.

•Works closely with business teams to identify CRM needs, such as automation of processes, custom dashboards, or integration with other tools.

•Translate business requirements into technical specifications for development teams.

•Implement changes and improvements to existing CRM workflows, essential to the daily operations of the company.

•Participate in vendor conferences and training; identify trends and changes that could impact the organization.

•Create and maintain technical documentation, identifying integration points and infrastructure dependencies.

•Understand business processes and translate them into technical requirements

•Work with IT and Vendors to manage complex problems and incidents across covered platforms as needed.

•Understand and contribute to the CRM Application Roadmaps (strategic plans) to support priorities and escalate issue into the roadmap if warranted

•Ensures the CRM system is optimized for scalability, user experience, and functionality.  Work with UI/UX experts to advise on application optimization 

•Supports the integration of the CRM system with other tools and identify opportunities to automate workflows.

•Identify potential areas where existing policies and procedures require change or where new ones need to be developed, especially in situations relating to future business expansion.

•Join product team meetings, daily scrum ceremonies, and contribute to the product vision

•Follow Project Management and Agile-Scrum processes and standards; adhere to SDLC and change management frameworks

•Build, maintain, and enforce change management and quality assurance practices across platforms.

•Build and maintain quality assurance materials and participate in testing exercises.

•Performs other duties and responsibilities as assigned.

What we offer:

Competitive salary plus excellent benefits and perks including, but not limited to:  

•Medical, Dental and Vision

•Company 401(k)and ESOP contribution 

•Generous sick, vacation, and maternity/parental leave

•Paid holidays

•Professional Development Opportunities

•Tuition Reimbursement ($15,000 lifetime cap)

•Discounted personal insurance including home, auto and recreational vehicles. 

•Charitable gift-matching program

•Davidson Day of Giving – Our tradition of positively impacting communities in which we live and work.  

Open to a Hybrid work schedule.

The potential base pay hiring range for this role is $70,000 - $80,000. The compensation offered will be determined on a case-by-case basis considering a variety of factors including, but not limited to, the skills, relevant work experience, and geographic location of each specific candidate. This role is eligible to participate in applicable D.A. Davidson variable compensation programs. 

At D.A. Davidson, we are committed to fostering a diverse environment that supports the development and inclusivity of all employees.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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