Senior Engineer — Dynamics 365 Support

What success looks like in this role:
Role Overview: The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model, performing structured troubleshooting, pattern recognition across incidents, and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents, mentors junior engineers, and actively contributes to continuous improvement of SOPs, automation, and support processes.
Microsoft Dynamics 365 (Commerce / CRM / Case Management) — 5–8 Years
5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a good functional understanding across modules
Investigates issues in data, workflows, and permissions beyond surface-level symptoms
Understands data dependencies across systems and how changes ripple through integrations
Identifies integration-related issues at a symptom level and scopes them for deeper investigation
Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation
Mentors Associate Engineers and Engineers on platform navigation and issue triage
Troubleshooting & Diagnostic Capability — 5–8 Years
Performs structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
Recognizes patterns across incidents to flag recurring or systemic problems
Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
Continues to refine and expand SOPs based on newly diagnosed issues
Incident Coordination / Tiered Support — 5–8 Years
5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
Owns complex, semi-technical and technical incidents that require deep platform knowledge
Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs
ServiceNow & Incident Management — 5–8 Years
Performs correct triage, prioritization, and routing of incidents across the support model
Ensures full documentation of incidents, including reproduction steps, logs, and business impact
Communicates incident status and resolution effectively with stakeholders
5+ years of hands-on ownership of the ServiceNow incident lifecycle, including quality assurance of tickets raised by junior team members
Cloud & Environment Awareness (Azure) — 3–5 Years
Performs validations across PROD / ACC / TEST (and additional) environments with minimal guidance
Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration
Knowledge Management (Confluence & Jira) — 5+ Years
Creates clear, high-quality SOPs with detailed steps, screenshots, and instructions for the wider team
Updates the KB proactively based on new or recurring incidents
Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks
Soft Skills & Ways of Working — 5–8 Years
Communicates confidently with stakeholders, including OpCos and cross-functional teams, on incident status and platform issues
Manages own workload and priorities across multiple concurrent incidents
Shows clear ownership of tasks from intake through resolution
Actively supports and coaches less experienced engineers
Ownership & Impact — 5–8 Years
End-to-end ownership of tickets, from intake through resolution and documentation
Visible contribution to reducing repeat incidents and improving support quality over time
Certifications & Training
ITIL Foundation (v4 or v5) required
Nice to Have
Technical Breadth
Microsoft Dynamics 365
Azure
SAP / integration platforms
Automation & Continuous Improvement
Power Automate (JavaScript)
Prompt engineering / coding
Continual improvement and awareness of market best practices for this level of vendor-delivered service support, including recommended automations and leveraging AI agents for efficiencies
Certifications
ITIL Intermediate
PRINCE2 Agile / PRINCE2
#LI-CM1
You will be successful in this role if you have:
BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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