Job SummaryWe are looking for a skilled and customer-oriented Microsoft Dynamics 365 Functional Support Analyst with at least 1 year of relevant experience in CRM application support. The candidate will be responsible for providing functional assistance, troubleshooting application issues, managing support tickets, and ensuring smooth day-to-day operations of Microsoft Dynamics 365 CRM. The ideal candidate should have a good understanding of Dynamics 365 CRM functionalities, hands-on experience with Jira or similar ticketing tools, and excellent verbal and written communication skills.

Key Responsibilities
• Provide functional and application support for Microsoft Dynamics 365 CRM.
• Understand user requirements and assist users with CRM-related queries and issues.
• Troubleshoot functional issues related to Dynamics 365 modules, configurations, workflows, and user access.
• Manage incidents, service requests, and support tickets using Jira.
• Monitor ticket progress, prioritize issues, and ensure timely resolution as per defined SLAs.
• Coordinate with development and technical teams for complex issue resolution.
• Perform initial root cause analysis and identify recurring application issues.
• Maintain proper documentation of issues, resolutions, and support procedures.
• Assist in user acceptance testing (UAT)



and validate application fixes and enhancements.
• Communicate regularly with clients and stakeholders regarding issue status and resolution. Required Skills & Qualifications
• Minimum 1+ year of experience in Microsoft Dynamics 365 CRM or functional/application support.
• Good understanding of Microsoft Dynamics 365 CRM modules, preferably Customer Service or Sales.
• Hands-on experience with Jira for ticket management and incident tracking.
• Understanding of incident management, service requests, ticket prioritization, and SLA monitoring.
• Knowledge of CRM configurations, workflows, forms, views, and business rules.
• Excellent verbal and written communication skills.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to interact professionally with clients and technical teams.
• Valuable documentation and stakeholder management skills. Good-to-Have Skills
• Basic knowledge of Microsoft Power Platform (Power Apps and Power Automate).
• Familiarity with Microsoft Dataverse and security roles.
• Basic understanding of SQL and REST APIs.
• Knowledge of ITIL concepts and IT service management processes.
• Experience with UAT, regression testing, and application enhancements.

📌 Dynamics 365 Functional Support Consultant (Hyderabad)
🏢 Mempage Technologies Private
📍 Hyderabad