Support Executive (Dynamics 365/ Power Platform)
- locations
- Manchester
- time type
- Full time
- posted on
- Posted 5 Days Ago
- time left to apply
- End Date: October 26, 2025 (6 days left to apply)
- job requisition id
- R7102
At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.
Support Executive – Dynamics CRM & Power Platform
Permanent
Location; Manchester
Salary: £36,500 - £38,525
Working Arrangements; Hybrid – 2 days office, 3 days remote
Looking to make an impact with your technical support skills? Join AQA as a Support Executive and help us deliver exceptional service through our Dynamics CRM and Power Platform applications.
You’ll play a key role in supporting our enterprise technology landscape, helping users get the most out of our CRM systems and telephony platforms. Your work will directly improve business processes and customer experience across AQA.
In this role, you'll be responsible for:
- Provide frontline support for Dynamics 365, Power Platform and ACD telephony systems.
- Deliver system improvements and automations using Power Automate and basic configuration.
- Support end users, manage data quality, and contribute to project delivery and training.
You’ll thrive in this role if you’re a proactive problem solver with a passion for customer service and technology.
- Experience administering Dynamics 365 or Power Platform systems.
- Strong understanding of data management and reporting tools.
- Ability to prioritise support requests and deliver excellent customer service.
- Comfortable working with stakeholders and introducing system/process changes.
This is a great opportunity to grow your skills and make a real difference in a supportive, forward-thinking organisation.
There are lots of company benefits, including a fantastic pension (up to 11.5% employer contributions), a 35 hour working week, 25 days annual leave with additional office closure in December and bank holidays on top, the opportunity to join lots of network groups (LGTBQ+, neurodiversity, disAbility, empowering women, wellbeing, ethnic minority and more) an extensive online learning platform, days for volunteering, free parking and good transport links and more.
At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.
To apply, please submit your CV and cover letter via our careers portal.
Application deadline: Sunday 26th October
#CRE23
Recruitment Agencies
We have a preferred supplier list (PSL) in place.
Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.
Full Job Description
Summary
Apply understanding of the Automatic Call Distribution (ACD) telephony system to support effective utilisation and improvement of the system and related processes in line with customer needs
To support the continuous improvement of business processes and customer experience through enhanced usage of the CRM systems. Proactively identify and manage system, data and process risks.Landscape: Support Executives report to a Senior Functional Consultant within the Enterprise Technology business area. The role is a key interface with users of the power platform and the 1st line for resolving all technical issues related to Dynamics 365/ Power platform and the ACD telephony system.
Activities:
Provide frontline technical and non-technical support for the Dynamics 365 (including Customer Service and Sales functionality), Power Platform and ACD telephony systems (currently Puzzel), including ownership of issues and escalation to external suppliers where relevant.
Support end users with requests for general support
Support and enforce the maintenance of data quality and integrity within the system. .
Proactively engage with end user groups to gain increased understanding of business needs and improvement opportunities. Enable a self-service model where appropriate and facilitate the ability of users to support each other.
Deliver process improvements on the Dynamics 365 and ACD systems through basic configuration of the systems in line with business needs.
Support Functional Consultant and Senior Functional Consultants with project delivery , including the creation of Power Automate Flows and other system automations,
Develop and deliver training to end users and other support staff as required.
Effectively prioritise, troubleshoot and deliver resolutions for service requests and tickets (customer issues/ queries) in a way that ensures customer needs and relevant KPIs are met.
Manage security roles and profiles to ensure control of end user access.
Monitor communication activities in relation to the risk of blacklisting. Support users to minimise the risk by following agreed processes and take mitigating action as and when required.
Conduct acceptance testing as part of upgrade and change rollout activity.
Develop and maintain knowledge and understanding of power platform features to provide effective support and guidance to end users.
To be successful in this role, you will need to know:
The Dynamics team within Enterprise Application provide support to users of the Dynamics CRM systems. At varying times of the year, our support may need to extend to include evening and weekend working to meet business need and deliver continuity of service. The post-holder is required to be flexible in line with business need.
You will be customer service oriented and able to effectively prioritise support requests to provide a good service to our customers
You will have a problem solving mind set and be willing to take ownership of system and support issues.
Highly IT literate with a good understanding of data management, data structures and reporting systems / tools
Able to work to tight deadlines and deal with competing priorities
Experience of working with stakeholders and introducing changes to systems or processes
Experience of administering an IT system (Ideally Dynamics 365 / Power platform) , including user management, and customisation and configuration.
You will have existing knowledge of Dynamics 365 Power platform and business automation tools or be keen to acquire that knowledge
Have a Continuous Improvement mindset, to proactively review and improve systems and processes
About Us
AQA is an independent charity that sets and marks over half of all GCSEs and A-levels in the UK every year. Our purpose is to advance education by helping students and teachers to realise their potential. As part of AQA, you’ll very quickly appreciate the determination and unwavering passion to deliver this goal in everything we do. To help drive these ambitions, AQA invests in the development of its people by offering a range of professional development and learning opportunities leading to over 50% of our permanent roles being filled internally.
Reasonable Adjustments
If you have any requirements for reasonable adjustments in relation to the application, interview or the prospective job, please contact Faye Harrison (she/her) at fharrison@aqa.org.uk or on
07813 724161. We are asking for this information to make the process as equitable as possible for each candidate. Please note that Faye will not be able to assist you with enquiries regarding Temporary vacancies or non-recruitment enquiries. If you have query regarding Temporary vacancies, please contact:
Smart Working
We’re operating a smart working model. This allows for our colleagues to work from two days a week in one of our offices across England.
Equality, diversity and inclusion
AQA is an equal opportunity employer committed to fostering an inclusive and diverse workplace where everyone - regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background - is valued, respected, and supported to thrive.
Conflict of Interest
Please note that due to the confidential nature of our work, we are unable to employ people for our temporary roles who are currently a candidate for Key Stage 4 and 5 public examinations.
Safeguarding
AQA is committed to the safeguarding of children and adults at risk. We’re dedicated to reducing the risk of employing or contracting any person intent on abusing their position of trust, along with identifying and responding to any incident of alleged abuse from its employees or associates fairly and swiftly.
For more information on safeguarding at AQA please visit the AQA website here.
Contact
Temporary roles: temprecruit@aqa.org.uk
Permanent and Fixed Term roles: opportunities@aqa.org.uk