Dynamics 365 CRM Support – Finance, Technical

Role Overview

• Provide day-to-day functional support for Dynamics 365 CRM applications, including Sales, Customer Service, Field Service, Marketing/Customer Insights and related Power Platform components
• Analyse client issues and requests, translating them into functional specifications, configuration changes, automation opportunities or development requirements
• Configure and support CRM processes across leads, opportunities, accounts, contacts, cases, queues, SLAs, knowledge management, work orders and customer journeys
• Prepare and maintain functional design documentation, technical notes, test scripts, release notes and support runbooks
• Facilitate workshops and triage sessions with clients to diagnose issues, confirm requirements and drive practical decisions
• Support data migration, data quality, duplicate detection, security role changes and Dataverse configuration activities
• Conduct functional and technical testing of configuration changes, customisations, integrations, patches and release items during sprint and release cycles
• Manage and prioritise support tickets, ensuring timely resolution aligned to SLA commitments
• Contribute to knowledge base articles and shared services documentation to improve team efficiency
• Support SIT, end-user training, UAT, release readiness and go-live activities
• Facilitate functional sessions and support status meetings with clients
• Own service deliverables including documentation, test plans and support artefacts, taking personal ownership of deliverables and outcomes.

Requirements

• Experience supporting Dynamics 365 CRM/Customer Engagement live environments
• Strong understanding of CRM processes across sales, customer service, field service and marketing/customer engagement
• Hands-on experience configuring Dataverse tables, columns, relationships, forms, views, dashboards, business rules, business process flows and security roles
• Ability to develop and maintain low-to-medium complexity customisations using JavaScript/TypeScript, Power Automate, plugins, custom workflow activities or custom APIs
• Experience with C#/.NET, Dataverse Web API, REST/OData services and integration patterns
• Support integrations between Dynamics 365 CRM and third-party systems using APIs, connectors and Azure Integration Services such as Logic Apps, Azure Functions or Azure Service Bus
• Experience using Azure DevOps for backlog management, work items, testing, releases or deployment tracking
• Familiarity with solution management, environment strategy, ALM and deployment practices across Dynamics 365 and Power Platform
• Perform basic troubleshooting across data, security, workflows, automation, integrations and performance issues
• Excellent communication skills, with strong analysis, documentation and client-facing support capability
• Positive, practical and can-do approach
• Appropriate Microsoft certifications.

Tech Stack

• Azure
• JavaScript
• TypeScript
• .NET

Benefits

• Health insurance
• Professional development opportunities
• Work-life balance
• Flexible work arrangements