Application Support Analyst (Dynamics 365)

Our client is seeking an Application & Systems Support Analyst to provide application support across a Microsoft-based enterprise environment.

The successful candidate will support Dynamics 365 CRM, Dynamics 365 Business Central, SharePoint Online, Microsoft 365, portals, and related business applications , working directly with users to troubleshoot issues, fulfill service requests, support upgrades, and continuously improve application reliability and user experience.

Location: Hybrid 2-3d hybrid Toronto

Responsibilities

• Provide day-to-day application support for Dynamics 365 CRM Customer Service, Dynamics 365 Business Central, SharePoint Online, and customer-facing portals.
• Log, categorize, prioritize, troubleshoot, and resolve application incidents and service requests.
• Investigate recurring issues and contribute to root-cause analysis and permanent solutions.
• Complete routine application configuration changes and minor system updates.
• Work with Dynamics entities, workflows, business processes, forms, and fields.
• Escalate complex issues to senior technical resources or external vendors when required.
• Participate in annual Dynamics 365 upgrade cycles.
• Maintain documentation for incidents, resolutions, processes, procedures, and user guides.
• Support knowledge-management initiatives and continuous improvement activities.
• Identify opportunities to improve application support processes and tools.
• Support projects and technology initiatives as assigned.
• Provide basic Level 1 support for meeting-room AV technology, including troubleshooting and coordination of repairs or escalations.
• Explore opportunities to use Copilot, AI agents, scripting, and automation to improve support and productivity.

Requirements

• 3+ years of experience providing technical/application support within a Microsoft environment.
• Hands-on support experience with Dynamics 365 CRM, SharePoint Online, Dynamics 365 Business Central, and Microsoft 365.
• Intermediate knowledge of Dynamics CRM, SharePoint Online, Azure Portal, and Microsoft 365.
• Experience working with Dynamics entities, workflows, business processes, forms, and fields.
• Strong incident-management, troubleshooting, and problem-solving capabilities.
• Experience documenting technical processes, procedures, resolutions, and user guides.
• Understanding of data privacy and security principles.
• Strong attention to detail and customer-service orientation.
• Effective written and verbal communication skills.
• Ability to work collaboratively while independently managing assigned incidents and requests.
• Experience with Copilot and AI agents is an asset.
• Python scripting, automation, or data-analysis experience is an asset.
• Microsoft Power Platform, Dynamics 365, and/or ITIL certifications are assets.
• Experience within financial services or another regulated environment is an asset.