Job Description
Join to apply for the Developer (CRM Upgrade) role at NSW Education Standards Authority
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About the role
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The Developer contributes to the planning, designing, creation, amendment, verification, testing and documentation of new and amended software, web and multi‐media applications that facilitate the achievement of business outcomes and improve business efficiencies and processes through leveraging technology to specified standards and procedures.
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Responsibilities
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Prepare specialised, well‐structured code that complies with specifications and standards, as required by the product definition to enable application development in a timely manner.
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Contribute technical expertise to requirements analysis to enhance the quality of the solution design for new or existing applications to ensure fit for purpose.
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Complete testing and gather feedback to improve the quality and reduce operational risk of the developed application, ensuring that the risks associated with deployment are adequately understood, documented and recommendations for mitigation strategies are identified to inform decision making.
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Undertake post‐release activities to develop a base of knowledge to be incorporated in future build and release cycles in compliance with release and change management processes.
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Qualifications
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Experience with D365 Service or industry accelerators.
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Experience migrating from legacy CRM versions (CRM *********, 8.2).
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Experience with enterprise case management or regulatory systems.
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Power BI and/or Fabric Lakehouse exposure.
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Experience with Azure DevOps repositories, pipelines, and build automation.
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Understanding of solution layering, managed solutions, and workplace strategy.
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Awareness of licensing, API limits, and scalability considerations.
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Important Note
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A current NSW Working with Children Check (WWCC) clearance for paid employment is required before commencing in this role. It is not required at the application stage. The cost of the WWCC clearance is the responsibility of the successful applicant.
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How to Apply
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Select apply and attach an up‐to‐date résumé and a cover letter (maximum 2 pages). Also address the 2 targeted questions below in your online application:
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A large customer service organisation receives cases from multiple channels (Email‐to‐Case, Portal, Phone, API). SLAs are frequently incorrect because the Origin and Primary Customer fields are sometimes missing or inconsistent. What steps would you take to ensure these fields are consistently and accurately populated at the time of case creation? Please outline the D365 tools or features you would use and how you would approach testing.
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A customer using Omnichannel for Customer Service finds that live chat cases are being created but not routing to the correct queue - they remain in the default queue instead of the configured workstream queue. How would you investigate and resolve this issue? Please describe the checks you would perform (e.g., configurations, logs, routing rules) and the actions you would take to fix the routing.
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Close Date
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14 January **** at *****pm AEST
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Thank you for your interest in this opportunity, we look forward to receiving your application.
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We particularly welcome applications from
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Aboriginal and Torres Strait Islander people, people with a disability, people of all ages, genders, cultural and linguistic backgrounds, the LGBTQIA+ community, veterans and refugees.
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📌 Developer (Crm Upgrade) (New South Wales)
🏢 NSW Education Standards Authority
📍 New South Wales