provide administration, configuration, and diagnostics in Dynamics 365 in support of the Veterans Affairs (VA) enterprise.
Provide Tier 2 support for Dynamics 365 end-users, including user access, troubleshooting, issue resolution, and escalation to Tier 3 support as necessary.
Investigate and resolve complex issues related to Dynamics 365 applications, modules, and integrations.
Develop and maintain documentation for support processes, procedures, and solutions.
Stay up to date with the latest features, updates, and best practices related to Dynamics 365.

Bachelor's Degree in computer science, information technology, or a related field plus 2 years experience, 8 years of additional relevant experience may be substituted for education.
Minimum of 2 years of experience in a Tier 2 support role, specifically focused on Dynamics 365.
Strong understanding of Dynamics 365 Customer Service (CRM).
Proficiency in troubleshooting and resolving Dynamics 365-related issues.
Experience with Dynamics 365 configuration, customization, and integration.
Excellent analytical and problem-solving skills.
Experience with ITIL processes and practices and the ServiceNow service management tool
Strong communication and interpersonal skills.
Ability to work independently and as part of a team.
Availability to provide work during core customer hours, 8 AM to 5 PM Eastern
Candidate must be a U.S. citizen or permanent resident and able to attain a Tier 4 Public Trust clearance.

comprehensive medical, dental, and vision care
matching 401K and profit sharing
paid time off
training time for personal development
flexible spending accounts
employer-paid life insurance
employer-paid short and long term disability coverage
education assistance program with potential merit increases for obtaining a work-related certification
employee recognition
referral programs
spot bonuses
other benefits that help provide financial protection for the employee and their family

Tier 2 Customer Service Engineer, Microsoft Dynamics 365

Key skills