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:

Workplace 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

📌 Support Specialist (Pune)
🏢 NIELSENIQ INDIA
📍 Pune