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Support Analyst (D365 Support)

Job Reference tbigc/TP/53380/888 #LI-NM1

Number of Positions:
Contract Type:
Permanent/Full Time
Contract Details:
Working Hours:
Closing Date:
Seniority level:
Company Industry:
Computer & Network Security, Computer Software, Information Technology and Services
Job Function:
Information Technology

Focus of the Role

As a Support Analyst (D365 Support), you will interact closely with our internal stakeholders across the organization to support data driven initiatives aimed at improving the collection, maintenance, and analysis of data to unify our network. You will have working experience of maintaining CRM systems and supporting internal users. 

The Support Analyst will report to the Business Systems Programme Manager, as an integral part of the Business Operations team. This team sits within the newly established Strategy & Partnership department who leads and oversees the Institute’s strategic direction and growth. 

The Strategy & Partnerships department (S&P) is one of 3 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.  

This role will suit you if you are a data driven people-person, confident with software problem-solving and operations, and have a passion for global change. This is both a rewarding and positively challenging role.  

TBI works on a hybrid model with a minimum of 2 flexible days' work from the office, and we accept applications from candidates based across the UK working remotely who would come to the office in London on a monthly basis. 

Job Introduction


Please note, it is essential you have an existing right to work in the UK to apply for this role.

Key Responsibilities

Responsibilities will include: 

  • 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 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 

  • Maintaining data standards, review data integrity levels, and conduct regular data cleansing  


  • Working knowledge of Microsoft Dynamics 365 and experience working with CRM systems 

  • Excellent Excel skills & experience in analysing and cleaning up big data sets, and understanding of data integrity 

  • Confident extracting data, building quantitative models and dashboards in excel, visualising data, drafting end to end reports 

  • Experienced in dealing with complexity 

  • Strong time management, ability to prioritise and meet deadlines 

  • Can-do attitude and the ability to work with continually evolving business needs 

  • Confident speaking, collaborating and building relationships with different cultures and nationalities 

  • 1+ years’ experience in a start-up, business, consulting, finance (internships included) 

Desirable but not essential 

  • Working knowledge of SharePoint 

  • 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 

Person Specification


About The Institute

The Tony Blair Institute (TBI) is a mission-driven not for profit organisation. We exist to equip political leaders and governments to build open, inclusive and prosperous societies.  We do this through developing policy and advising governments.  We work hard, every day, to make a difference. When governments work well they are able to create economic and social change in a way that promotes fairness, social justice and opportunity. We work relentlessly to support leader and governments with the challenges they face. Giving them practical solutions and actionable insights, that once implemented, can be transformative for their people  

As an organisation, the core beliefs we all embrace are: 

  • Open and Progressive: you’ll believe in the value of teamwork 
  • Bold and Pragmatic: you’ll approach everything you do with integrity and authenticity 
  • Optimistic Changemaker: you’ll be focused on results 

TBI believes embracing diversity and inclusion make us a better place to work.  It’s our goal to reflect everyone in society and we actively welcome applications from individuals and groups who are under-represented in the workplace. We celebrate difference be it ethnicity, religion, age, gender or gender identity, sexual orientation or disability. We will only ever assess you on your abilities and fit for a role. We’re happy to discuss any adjustments you need to ensure a level playing field during recruitment and, if you\'re successful, discuss any adjustments you might need to thrive in your role.