Posted: 2026-09-09 15:54:27  Deadline: September 10, 2026   Full-time   Salary: Confidential

Jubilee Life Insurance Limited is seeking a qualified and experienced professional to fill the position of System Analyst - CRM. The position holder will report to the Senior Manager - Long Term Applications and will be based at the Head Office in Nairobi.

Position Details

Job Ref. No: JLIL431.
Position: System Analyst - CRM.
Employer: Jubilee Life Insurance Limited.
Reports to: Senior Manager - Long Term Applications.
Location: Nairobi, Kenya.

Role Purpose

The System Analyst - CRM will ensure optimal availability, configuration, and utilization of Jubilee Insurance system applications in a manner that meets internal customer requirements and creates efficient, business-supporting solutions. The role holder will maintain relationships with vendors, users, and key stakeholders while applying best practice project management practices in the implementation of system changes and enhancements. The role will also be responsible for the design and development of modifications or extensions to the Jubilee Holdings CRM and Microsoft Dynamics applications.

Key Responsibilities

Develop and execute strategic plans for the enhancement and optimization of Jubilee Holdings CRM and Microsoft Dynamics applications.
Align CRM initiatives with business goals and objectives, driving operational efficiency and customer satisfaction.
Evaluate CRM system performance and identify opportunities for continuous improvement and innovation.
Collaborate with stakeholders to define project scope, objectives, and resource requirements for CRM enhancement projects.
Implement best practices in project management to ensure the successful implementation of system changes and enhancements.
Administer and proactively monitor Jubilee Holdings business applications primarily, but not limited to, Microsoft AX, D365FO, and Dynamics CRM through regular business system maintenance.
Understand internal customer needs and collaborate with consultants and support teams to develop business cases for system changes.
Support the implementation of cloud ERP, Dynamics 365FO, through technical leadership in scoping, requirements, testing, Go Live, and Post Go Live activities.
Provide technical input in creating and documenting functional specifications when customizations or extensions to Microsoft ERP and CRM solutions are required.
Gather business requirements from business users, convert them to technical specifications, code, and maintain complex components of Microsoft Dynamics ERP and CRM applications.
Develop data migration procedures to ensure seamless data exchange to Microsoft ERP and Dynamics from Jubilee core insurance systems.
Migrate required data sources into Microsoft sources while ensuring proper alignment of data models.
Support integrations with Dynamics CRM and ERP through proactive monitoring and escalation of level 2 integration support issues.
Carry out coding, unit testing, facilitation of system acceptance testing, and creation of supporting documentation.
Maintain functional specification documents for systems, including user license utilization, change requests, test reports, user access lists, and system control reviews and improvements.
Develop relevant ICT user application software training programs to ensure optimal utilization of the software.
Execute security matrices for systems through regular review of system rights and access to enforce system controls within the applications.
Review and advise the organization on proper application software licensing to safeguard Company interests from litigation due to licensing non-compliance.
Implement disaster recovery and backup procedures and information security and control structures in line with ICT policies as applicable to application software.

Corporate Governance

Ensure compliance with industry regulations, data privacy laws, and corporate governance standards within CRM systems.
Implement robust security measures to safeguard sensitive information and mitigate potential risks.
Maintain relationships with CRM vendors, ensuring adherence to vendor contracts and service level agreements.
Facilitate training programs for end-users to promote CRM system proficiency and adherence to corporate policies and procedures.

Key Competencies

Demonstrated experience and understanding of insurance industry dynamics, processes, and regulations.
Proficiency in configuring, customizing, and optimizing CRM systems.
Ability to lead and manage CRM enhancement projects, defining project scope, timelines, and resource requirements.
Strong interpersonal skills with the ability to build and maintain relationships with key stakeholders across various departments.
Capacity to analyse complex data sets, identify trends, and make data-driven decisions to drive CRM system optimization.
Proven ability to troubleshoot system issues, address user inquiries, and implement effective solutions.
Excellent verbal and written communication skills, with the ability to convey technical concepts to non-technical stakeholders effectively.

Qualifications

Bachelor’s Degree in a technology-related field.
Dynamics 365 Fundamentals (CRM).
Dynamics 365 Fundamentals (ERP).
Power Platform Fundamentals.
Project Management Certification, Agile Methodologies, PMP, or Lean Six Sigma will be an added advantage.

Relevant Experience

Minimum of 3 years’ experience in ERP and CRM administration, development, or implementation.
Experience in the insurance industry is preferred.
Proficiency in Dynamics ERP and CRM, ASP.NET, C#, and service-oriented architecture.
Experience in system implementations and projects.
Proficiency in integrations both into and out of Dynamics CRM and ERP.
Experience with D365 integration technologies including MS Power Platform, Azure Logic Apps, Batch Data API, OData, and Web Services.
Knowledge of lifecycle and familiarity with regulatory requirements and compliance standards.

Application Process

Qualified candidates should apply using the email address below, quoting the Job Reference Number and Position, no later than September 10, 2026.

Application Email: recruitment@jubileekenya.com

Only shortlisted candidates will be contacted.