Technical Support Analyst (Dynamics 365 CE & Customer Engagement)

We are seeking a Technical Support Analyst - Dynamics 365 Customer Engagement (CE) to provide day-to-day functional and technical support for our Microsoft Dynamics 365 platform, including Customer Service, Omnichannel, Field Service, and Power Platform solutions. This role is responsible for incident resolution, user support, environment management, deployments, vendor coordination, and continuous improvement of the D365 ecosystem.

The ideal candidate combines strong troubleshooting skills with hands-on experience supporting Dynamics 365 applications in a production environment and can effectively partner with business stakeholders, end users, and external vendors.

Key Responsibilities

Application Support & Operations:

• Provide day-to-day support for Dynamics 365 CE applications, including Customer Service, Omnichannel, and Field Service.
• Troubleshoot and resolve application incidents, service requests, and production issues.
• Monitor application performance and proactively identify opportunities for improvement.
• Support business users through issue investigation, root cause analysis, and resolution.
• Manage ticket queues and ensure adherence to service-level commitments.
• Participate in on-call support and escalation processes as required.

Dynamics 365 & Power Platform Administration:

• Administer and maintain Dynamics 365 CE environments and Dataverse solutions.
• Configure and support Customer Service Workspace and Copilot Service Workspace capabilities.
• Manage Omnichannel routing, workstreams, queues, voice channels, and agent experiences.
• Support Power Platform components, including Power Apps, Power Automate, and Dataverse.
• Perform solution deployments, environment refreshes, and release activities across development, test, and production environments.
• Maintain security roles, business units, teams, and application configurations.

Incident, Problem & Change Management:

• Investigate recurring issues and perform root cause analysis.
• Coordinate with Microsoft, implementation partners, and vendors on escalated support issues.
• Participate in change management, testing, and release-planning activities.
• Document solutions, troubleshooting procedures, and support knowledge articles.

Business & Stakeholder Engagement:

• Work closely with business stakeholders to gather requirements and understand operational challenges.
• Translate business needs into system enhancements and support recommendations.
• Provide end-user training, guidance, and knowledge transfer as required.
• Support user acceptance testing and validation activities for system releases.

Vendor & Integration Support:

• Coordinate with external partners and vendors for issue resolution and platform enhancements.
• Support integrations between Dynamics 365 and enterprise applications.
• Assist with data quality reviews, data migration activities, and system reconciliations.

Required Qualifications:

• 3+ years of experience supporting Microsoft Dynamics 365 Customer Engagement (CE/CRM).
• Hands-on experience with Dynamics 365 Customer Service, Copilot Service Workspace, Dynamics 365 Omnichannel (voice and routing), Dynamics 365 Field Service, Power Platform, Dataverse, and Power Automate.
• Experience providing direct end-user and application support in a production environment.
• Strong troubleshooting, incident management, and root cause analysis skills.
• Experience managing Power Platform solutions and deployment activities.
• Strong stakeholder management and requirements-gathering capabilities.
• Experience coordinating with vendors and managing support escalations.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience with Dynamics 365 Sales and Field Service modules.
• Power BI reporting and dashboard development experience.
• Experience with integrations, APIs, and data migration projects.
• JavaScript customization experience within Dynamics 365.
• Familiarity with Azure services, Microsoft Entra ID, and Microsoft ecosystem integrations.
• ITIL certification or experience working within ITIL-based support processes.

Key Competencies:

• Customer-focused mindset
• Problem solving and analytical thinking
• Strong communication and collaboration skills
• Attention to detail
• Ownership and accountability
• Ability to work independently and within cross-functional teams
• Continuous improvement mindset

Ideal Candidate Profile:

A hands-on Dynamics 365 support professional who can act as the primary support resource for Customer Engagement applications, balancing day-to-day operational support with ongoing platform enhancements. This individual should be comfortable working directly with business users, troubleshooting complex issues, coordinating vendors, and managing the health and stability of the D365 CE ecosystem.