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Job Description:

Your Work Shapes the World at Caterpillar Inc.

When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other.  We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

The Microsoft Dynamics 365 System Administrator will be responsible for the configuration, maintenance, and optimization of the Microsoft Dynamics 365 platform (Contact Center, Customer Service, Sales modules) for Cat Digital Customer Support. This role will support customizations, configurations, and ongoing maintenance of our Microsoft Dynamics 365 environments. The administrator will collaborate with other developers and cross-functional teams to ensure the Microsoft Dynamics 365 system aligns with business needs and supports strategic initiatives.

Key Responsibilities

Administration & Customization

• Configure and maintain Microsoft Dynamics 365 applications for Cat Customer Support.
• Customize entities, workflows, forms, and dashboards to meet business requirements.
• Manage user roles, permissions, and security settings.
• Monitor system performance and troubleshoot issues.
• Set up workstreams, agent workspace, agent skills, KPI’s, and reporting in D365.

Licensing and Environment Governance

• Support administration and coordination of Dynamics 365, Power Platform, and related Microsoft licensing.
• Partner with leadership, vendors, and business stakeholders to help evaluate licensing needs, usage, access requirements, and license optimization opportunities.
• Evaluate security role assignments and access design to help ensure users have appropriate access while supporting licensing optimization and cost-effective license utilization.
• Maintain awareness of licensing changes, entitlements, and impacts to system access or functionality.
• Assist with environment governance activities, including access reviews, user provisioning standards, and environment-level administrative controls.

Monitoring and Performance

• Monitor system performance and conduct regular assessments to identify risks, issues, and areas for improvement.
• Implement performance tuning strategies to improve system responsiveness and reliability.
• Monitor integrations, background processes, and application health to support business continuity.

Troubleshooting and End-User Support

• Serve as the primary point of contact for D365 system support and issue resolution.
• Troubleshoot application, integration, environment, and performance issues.
• Provide technical support and assistance to end users, addressing inquiries related to Microsoft Dynamics 365 functionality, access, and system behavior.

System Updates and Testing

• Schedule and apply updates to the Microsoft Dynamics 365 applications.
• Perform system testing to the application after an update has been applied.
• Work with stakeholders to schedule system updates and testing.
• Communicate with stakeholders, leadership, and system users on system updates, providing updates on the process and system functionality.

Documentation

• Maintain comprehensive documentation of system configurations, security models, procedures, licensing considerations, and administrative processes.
• Create and update support documentation, user guidance, and training materials as needed.
• Develop and maintain documentation and training materials.

Experience

• Bachelor’s degree

• 8+ years of hands-on experience with Microsoft Dynamics 365 Customer Engagement (CE) system administration.
• 8+ years experience in the following Microsoft Dynamics 365 modules: Contact Center, Customer Service, and/or Sales.
• Strong understanding of CRM architecture, integration and customization.
• Strong knowledge of data integrity best practices. Ability to proactively identify, rectify and prevent quality issues.
• Experience with Power Automate, Power Apps (model-driven and canvas), and Dataverse.
• Experience with PowerBI and Microsoft Dynamics 365 reporting and data visualization preferred.
• Working knowledge of Microsoft Dynamics 365 application security standards and best practices.
• Ability to work independently and collaboratively in a fast-paced environment.

Posting Dates:

Caterpillar is an Equal Opportunity Employer.  Qualified applicants of any age are encouraged to apply

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