We don’t just talk, we do. Lead the change with us.

At the Tony Blair Institute for Global Change, we work with political leaders around the world to drive change. We help governments turn bold ideas into reality so they can deliver for their people. We do it by advising on strategy, policy and delivery, unlocking the power of technology across all three. And by sharing what we learn on the ground, so everyone can benefit. We do it to build more open, inclusive and prosperous countries for people everywhere.

We are a global team of nearly 800 changemakers, operating in more than 30 countries, across five continents. We are political strategists, policy experts, delivery practitioners, technology specialists and more. We speak more than 45 languages. We are working on over 100 projects, tackling some of the world’s biggest challenges. We’re all here at TBI to make a difference.

In a world of ever more complex challenges, we believe diversity of background and perspective is a strength. We pride ourselves on a culture that values and nurtures difference. We are dedicated to unlocking potential, not only for the countries we work in but also for each of our team members. No matter where you’re from or who you are, if you’re passionate about the transformative power of progressive politics, we invite you to build a better future with us.

Role Summary

As CRM Support Analyst, you will interact closely with our internal stakeholders across the organisation to support data driven initiatives aimed at improving the collection, maintenance, and analysis of data. You will have working experience of maintaining CRM systems and supporting internal users. The CRM Support Analyst will report to the Senior Business Systems Manager based in London and will form an integral part of the Business Operations team. This team sits within the newly established Strategy & Partnership department, which leads and oversees the Institute’s strategic direction and growth.

The Strategy & Partnerships department (S&P) is one of three business critical departments of TBI. It has the specific responsibility for futureproofing growth, developing scalable partnerships, innovating in tech and securing financial resources to measurably advance the Institute’s operational goals and drive sustainable impact.

This is a unique and exciting opportunity to join a truly global organisation at a time of accelerated growth. High visibility, high priority CRM and data driven projects will allow you to work with a wide range of teams across the organisation, acquiring extensive experience in internal customer support alongside building on your data analysis and systems problem-solving expertise. You will have opportunities for coaching and mentorship from senior colleagues, and we can provide training on our systems to set you up for success.

Key Responsibilities

• ­­­­­­­­­­­­­­­­­­­­­­­Build and maintain excellent working relationships with internal stakeholders
• Provide ongoing support and maintenance of Dynamics 365 acting as the 1st line support
• Triage support tickets and escalate complex support issues in line with SLA’s to 2nd/3rd line support while continuing to work closely with our Gold Partner to reach resolution
• Identify, design and implement configurations of the system to meet business needs
• Produce regular reports to capture and share user feedback with an aim to reduce user tickets
• Design user documentation, including user guides and deliver user training
• Support maintenance of data standards

Person Specification

• Working knowledge of Microsoft Dynamics 365 and experience working with CRM systems
• Working knowledge of PowerApps
• Excellent troubleshooting and triaging skills
• Experienced in dealing with complex support queries and business needs
• Strong time management, ability to prioritise and meet deadlines
• Entrepreneurial mindset, enthusiastic changemaker with a can-do attitude and the ability to work with continually evolving business needs
• Confident speaking, collaborating and building relationships with different cultures and nationalities
• Experience in a start-up, business, consulting, finance (internships included)

Desirable but not essential

• Graduate level Bachelor degree in Business/Economics/Marketing/ STEM subject or a relevant discipline
• BCS certifications: International Diploma in Business Analysis, or Business Analysis Practice, or Requirements Engineering
• Working knowledge of other Microsoft products specifically Visio, Power Apps, Power Automate

We encourage early applications as we reserve the right, if required, to close this role earlier.

Closing Date:

2024-07-17