Job Title\ \ Microsoft Dynamics Application Support Engineer\ \ Job Summary\ \ \
- ____ \ \ Key Responsibilities\ \ Application Support\ \ \
- Investigate and resolve production incidents within SLA.\ \
- Coordinate with development teams for bug fixes and enhancements.\ \
- Support deployment activities across Development, QA, UAT, and Production environments.\ \ Incident & Problem Management\ \
- Manage incidents using ITSM tools such as ServiceNow, D365 CRM or Jira.\ \
- Prioritize tickets based on business impact.\ \
- Perform issue triage and communicate status to stakeholders.\ \ User Support\ \
- Provide functional and technical support to business users.\ \ \
- Conduct knowledge transfer sessions.\ \
- Create user guides and troubleshooting documentation.\ \ Documentation\ \
- Maintain support documentation.\ \ Collaboration\ \
- Work closely with: \ \
- Business users\ \
- Functional consultants\ \
- Developers\ \
- Infrastructure teams\ \
- Third-party vendors\ \
- ____ \ \ Technical Skills\ \ Required\ \
- Microsoft Dynamics 365 (CRM/CE, F&O;, Business Central, or AX)\ \
- Microsoft Power Platform\ \
- Power Apps\ \
- Azure fundamentals\ \
- REST APIs\ \
- Web Services\ \
- Office 365\ \
- Excel\ \ Good to Have\ \
- Azure DevOps\ \
- Azure Logic Apps\ \
- Azure Service Bus\ \
- Power BI\ \
- SSMS\ \
- ____ \ \ Functional Skills\ \
- Incident Management\ \
- Problem Management\ \
- SLA Management\ \
- Root Cause Analysis\ \
- Production Support\ \
- Business Process Understanding\ \
- User Training\ \
- ____ \ \ Required Experience\ \ \
- Experience supporting production environments.\ \
- Experience with ITIL-based support processes.\ \
- Experience working in global support teams.\ \
- Experience with ticketing tools (ServiceNow, Jira, Remedy).\ \
- Experience supporting integrations and APIs.\ \
- Knowledge of database troubleshooting.\ \
- ____ \ \ Preferred Experience\ \
- Microsoft Dynamics 365 CRM\ \
- Dynamics Finance & Operations\ \
- Dynamics AX\ \
- Dynamics Business Central\ \
- Dynamics Sales\ \
- Dynamics Customer Service\ \
- ____ \ \ Responsibilities During Production Support\ \
- Ticket monitoring and resolution.\ \
- User issue resolution.\ \
- On-call support (rotatio
Key Responsibilities
Responsibilities : Dynamics Engineer
1. Provide On-Call Support For Escalated Issues By Performing Root Cause Analysis Using O365 Administration Tools, Ensuring Timely And Effective Resolution Of Incidents.
2. Independently Resolve Support Tickets Within Agreed Sla Parameters By Leveraging O365 Administration Knowledge, Maintaining High Standards Of Service Delivery.
3. Adhere To Quality Standards And Regulatory Requirements While Managing Support Activities, Ensuring Compliance With Company Policies In All Operations.
4. Enhance The Knowledge Base By Documenting Solutions And Updating Relevant Articles, Facilitating Knowledge Sharing Within The Support Team.
5. Train And Coach New Analysts On O365 Administration Best Practices And Support Processes, Fostering A Collaborative And Knowledgeable Team Environment.
6. Focus On Achieving Positive Customer Experience And High Csat By Aiming For First Call Resolution And Minimizing Rejected Resolutions Or Reopened Cases.
Skill Requirements
Skill Requirement : Dynamics Enginee
1. Proficiency In O365 Administration And Support Processes
2. Strong Problem-Solving And Analytical Skills
3. Familiarity With Ticketing Systems And Sla Management
4. Excellent Communication And Customer Service Skills
5. Basic Knowledge Of Regulatory Compliance And Quality Standards
Other Requirements
Other Requirement : Dynamics Engineer
1. Microsoft 365 Certified : Up-to-date Desktop Administrator Associate (Optional But Valuable) 2. Microsoft Certified : Security, Compliance, And Identity Fundamentals (Optional But Valuable