Support Specialist

Role & responsibilities

• End User Support
• Provide technical and functional support for Dynamics 365 users, including (but not

limited to) forms, views, workflows, dashboards, Cases/Incidents, Contacts, Accounts,

Leads, Users, Teams, Queues, SLAs, Business Rules, Power Automate flows, etc.

• Partner with Product & Business to establish SME level understanding of business

processes and documentation as it relates to end user CRM usage

• Perform data maintenance activities (data projects, loads, corrections, extracts, etc.)
• Diagnose and resolve data issues, integration failures, and automation errors
• Partner with Product team to support their release communications
• Act as a consultative partner to Product team and VOB/business users regarding best

practices and platform usage

• Support user licensing, access, role assignments, and environment onboarding
• Support production instance in addition to lower environments
• Platform Administration
• Configure and maintain Dynamics 365 entities, fields, forms, views, dashboards, flows,

and business rules

• Perform low-code development work, including:

Power Automate flows

Light customization and extensions

Solution packaging and deployment

• Build and maintain reports using FetchXML, SSRS (SQL Server Reporting Services), or

Power BI (as applicable)

• Install, configure, and maintain thirdparty components and integrations
• Support environment management and solution promotion across dev/test/prod
• Agile Delivery, PI Planning & Deployment
• Participate in PI planning, backlog refinement, and sprint planning sessions

contributing estimates, consultative inputs and delivery commitments

• Estimate, design, and deliver assigned work items in coordination with product

owners/leaders and delivery teams

• Support business testing, QA teams, validation, and release activities
• Partner with distributed delivery teams to execute sprint commitments
• Platform Governance & Controls
• Ensure the Dynamics 365 and Power Platform environments operate within

established enterprise, security, and compliance standards.

• Apply and enforce Power Platform governance controls, including:

Environment strategy

DLP (Data Loss Prevention) policies

Solution lifecycle management

• Support SOX and internal audit requirements, including:

Change management evidence

Access controls

Segregation of duties

• Partner with architects, security and IAM teams on identity management, best

practices, role design, and access reviews

• Contribute to process & platform documentation, guardrails, and standards

Qualifications

• Required
• 1-3 years supporting a large Microsoft Dynamics 365 environment.
• Strong troubleshooting, data analysis, and root cause skills
• Hands-on experience with:

Dynamics 365 configuration and administration

Power Automate (Flows); exposure to Canvas Apps

• Must be detail-oriented and have the ability to manage and prioritize multiple

demands from a large user base.

• Deep knowledge of Dynamics 365 ecosystem, data structure all technical

and functional areas along with strong data & BI skills.

• Understanding of Agile delivery (sprints, backlogs, PI planning)
• Superior communication skills both written and verbal
• Superior verbal & written communication and interpersonal skills with the

ability to work with all levels of the organization

• Ability to manage multiple assignments simultaneously with a high level of

autonomy and independence

• Ability to perform effectively with flexibility and adaptability to handle shifting

needs, evolving priorities, and urgent situations that arise.

• Detail orientation with strong organizational skills.
• Ability to learn and apply new concepts quickly.
• Ability to meet tight deadlines.
• Demonstrated critical thinking and diagnostic skills.
• The following experience is preferred but not required:
• Microsoft Dynamics 365 & Power Platform certifications (Preferred)
• Experience with large Dynamics 365 Customer Service implementations
• Experience with governance, compliance, or SOX-controlled environments
• Experience managing CRM technology projects, including gathering and

documenting business requirements, designing and configuring forms,

developing workflows, reports and dashboards, and troubleshooting

application bugs.

• Ability to function tactically with business areas but is also comfortable with

senior level presentations

• Ability to help develop tech stack strategy while executing on deliverables

What Success Looks Like

• End users receive timely, highquality technical and data support
• Sprint commitments are delivered reliably and compliantly
• Power Platform solutions adhere to governance and audit standards
• The Dynamics 365 and Power Platform ecosystem is stable, secure, and

continuously improving