The successful applicant will be responsible for, and lead, the hands-on Operations & Maintenance and continuous optimization of the VA’s premier CRM application suite based on Microsoft Dynamics 365 delivered via the Microsoft Government Community Cloud (GCC) Software as a Service (SaaS). In this capacity, you will work with and advise DevOps development teams, cyber security certification planners and analysts and system architects to operate and sustain the CRM application suite, and plan for its enhancement. Responsibilities will include ensuring the attainment of contractually mandated SLO’s (Service Level Objectives); the development and maintenance of Standard Operating Procedures and Run Book documentation, as well as supporting the design and development of user test cases and test plans; release planning, and; the evaluation of system Change Requests. Your contributions and leadership will be vital to providing a positive, high quality user experience to our nation’s veterans.
The overall program supports the sustainment, operations, maintenance, and enhancement of the D365-based systems and their integrations with the VA’s enterprise supporting Customer Relationship Management (CRM) suite utilized by 70,000 VA employees. Previous experience working with MS Dynamics 365 / Dynamics CRM /Dynamics Customer Experience (CE) applications) is required. Experience working in support of Federal, State, or Tribal Governments, or a health care client is highly desired. The candidate will regularly interact with VA business stakeholders, VA Line of Business leadership and VA central office client stakeholders, including the Veterans Experience Office (VEO) staff, VA OIT leadership, and COR, and is expected to document and report any issues that arise. This position will be remote with limited support required in vendor facilities and/or a government site.
Duties and responsibilities will include, but are not limited to the:
Daily operation, maintenance and optimization of the VA’s MS Dynamics 365 CRM application suite ;
Production support to include partner integrations where changes and maintenance activities must be considered
Support VA to insure clear communication with Microsoft regarding SaaS status of required security parameters and to maintain compliance with VA security controls and profile
Support system interruptions and ticket resolutions in customer required timeframes
Support to DevOps development teams test planning and execution;
Review and risk assessment of Change Requests;
Communication of any issues, problems, or risks to leadership with recommended solutions;
Meeting attendance with program personnel and VA stakeholders and support to reporting efforts;
Preparation of ad-hoc reports and presentations for PMO and VA personnel, and;
Utilization of professional judgement, critical thinking skills and research to resolve issues affecting system performance.
Bachelor’s Degree in business related field, engineering, or a related scientific or technical discipline with at least 10+ years of experience
Must have 5+ years of experience related to supporting O&M of a CRM system specifically Microsoft Dynamics CRM/ D365;
Strong proficiency with Microsoft administration and productivity tools;
Outstanding written and verbal communication skills;
Must be able to obtain a Position of Trust and successfully pass a thorough Government background screening process requiring the completion of detailed forms and fingerprinting, and;
US Citizenship or Green card holder
D365 certifications, classes or exams;
Azure certifications, classes or exams;
Previous Department of Veterans Affairs experience;
We are GDIT. The people supporting some of the most complex government, defense, and intelligence projects across the country. We deliver. Bringing the expertise needed to understand and advance critical missions. We transform. Shifting the ways clients invest in, integrate, and innovate technology solutions. We ensure today is safe and tomorrow is smarter. We are there. On the ground, beside our clients, in the lab, and everywhere in between. Offering the technology transformations, strategy, and mission services needed to get the job done.
GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.