MS Dynamics CRM Support Specialist, Analyst

• Act as Level 2 escalation support for Dynamics 365 incidents, service requests, and defects that cannot be resolved by Level 1 support
• Provide technical support to end-users and resolve issues related to Dynamics 365
• Diagnose and resolve complex functional and technical issues across Dynamics 365 Sales and Customer Service, including system errors and performance bottlenecks
• Perform detailed root cause analysis, identify recurring issues, and recommend and implement corrective and preventive actions
• Partner with Level 1 support to improve knowledge articles, runbooks, and triage processes
• Support and maintain Dynamics configurations including entities, forms, views, dashboards, workflows, and business rules
• Implement small enhancements, configuration changes, and fixes in alignment with product standards and governance
• Validate changes through testing and support controlled releases to production
• Support integrations between Dynamics 365 and enterprise platforms (e.g., SharePoint, Power BI, Azure, Aladdin-related platforms)
• Investigate and resolve data quality, synchronization, and migration issues, working closely with the Data & Governance team and the Data Engineering team
• Partner with Engineering teams when issues require deeper platform or code-level intervention
• Serve as a key liaison between business users, Product Managers, and Engineering teams
• Provide operational insights and feedback from support trends to inform backlog prioritization and platform improvements
• Support testing, validation, and post-release monitoring for new features and enhancements
• Collaborate closely with Microsoft Unified Support and Architect as needed to implement fixes
• Create and maintain support documentation, troubleshooting guides, and known-issue logs
• Contribute to process improvements that enhance support efficiency, stability, and user experience
• Help mature support operations through improved tooling, metrics, and knowledge management

• 1-3 years of experience in a technical support, application support, or support engineering role
• Hands-on experience supporting Microsoft Dynamics 365 and/or the Power Platform in a production environment
• Strong knowledge of Dynamics 365 Sales and Customer Service applications
• Experience with Power Automate, Power Apps, and configuration/customization in Dynamics
• Working knowledge of integrations and enterprise data flows
• ability to troubleshoot issues across systems
• Excellent written and verbal communication skills, with the ability to support and influence non-technical users at varying levels of seniority
• Strong problem-solving mindset, positive attitude, attention to detail, and resilience in a fast-paced support environment
• Proven ability to work effectively within cross-functional global teams

Basic understanding of JavaScript, C#, or .NET (used primarily for diagnostics and collaboration with engineering)

• Strong retirement plan
• Tuition reimbursement
• Comprehensive healthcare
• Support for working parents
• Flexible Time Off (FTO)