Key skills
Dynamics 365 Customer ServiceDynamics 365 configurationTroubleshooting Dynamics 365ITIL processesServiceNowAnalytical skillsMicrosoft Dynamics 365 certificationMicrosoft Azure knowledgePower Platform knowledgeMonitoring tools experienceProblem-solving skillsCommunication skillsInterpersonal skillsTeamworkAzureDynatraceCRMCommunication
About this role
LTS is seeking a highly skilled Dynamics 365 Customer Service Engineer/System Administrator to join our team. The ideal candidate will provide administration, configuration, and diagnostics in Dynamics 365 in support of the Veterans Affairs (VA) enterprise, ensuring effective support for end-users and resolving complex issues.
Responsibilities:
- 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
Requirements:
- 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
- Bachelor's degree in computer science, information technology, or a related field plus 2 years of experience, 8 years of additional relevant experience may be substituted for education
- Candidate must be a U.S. citizen or permanent resident and able to attain a Tier 4 Public Trust clearance
- Microsoft Dynamics 365 certification is preferred
- Experience in a fast-paced, customer-oriented environment is preferred
- Microsoft Azure and Power Platform knowledge is advantageous
- Experience with monitoring tools like Dynatrace and Application Insights is a plus