Support Specialist (Dynamics 365 Administration & Configuration)

End User Support
o Provide technical and functional support for Dynamics 365 users, including (but not
limited to) forms, views, workflows, dashboards, Cases/Incidents, Contacts, Accounts,
Leads, Users, Teams, Queues, SLAs, Business Rules, Power Automate flows, etc.
o Partner with Product & Business to establish SME level understanding of business
processes and documentation as it relates to end user CRM usage
o Perform data maintenance activities (data projects, loads, corrections, extracts, etc.)
o Diagnose and resolve data issues, integration failures, and automation errors
o Partner with Product team to support their release communications
o Act as a consultative partner to Product team and VOB/business users regarding best
practices and platform usage
o Support user licensing, access, role assignments, and environment onboarding
o Support production instance in addition to lower environments
• Platform Administration
o Configure and maintain Dynamics 365 entities, fields, forms, views, dashboards, flows,
and business rules
o Perform low-code development work, including:
▪ Power Automate flows
▪ Light customization and extensions
▪ Solution packaging and deployment
o Build and maintain reports using FetchXML, SSRS (SQL Server Reporting Services), or
Power BI (as applicable)
o Install, configure, and maintain third‑party components and integrations
o Support environment management and solution promotion across dev/test/prod
• Agile Delivery, PI Planning & Deployment
o Participate in PI planning, backlog refinement, and sprint planning sessions
contributing estimates, consultative inputs and delivery commitments
o Estimate, design, and deliver assigned work items in coordination with product
owners/leaders and delivery teams
o Support business testing, QA teams, validation, and release activities
o Partner with distributed delivery teams to execute sprint commitments
• Platform Governance & Controls
o Ensure the Dynamics 365 and Power Platform environments operate within
established enterprise, security, and compliance standards.
o Apply and enforce Power Platform governance controls, including:
▪ Environment strategy
▪ DLP (Data Loss Prevention) policies
▪ Solution lifecycle management
o Support SOX and internal audit requirements, including:
▪ Change management evidence
▪ Access controls
▪ Segregation of duties
o Partner with architects, security and IAM teams on identity management, best
practices, role design, and access reviews
o Contribute to process & platform documentation, guardrails, and standards
Required
o 3-5 years supporting a large Microsoft Dynamics 365 environment.
o Strong troubleshooting, data analysis, and root cause skills
o Hands-on experience with:
▪ Dynamics 365 configuration and administration
▪ Power Automate (Flows); exposure to Canvas Apps
o Must be detail-oriented and have the ability to manage and prioritize multiple
demands from a large user base.
o Deep knowledge of Dynamics 365 ecosystem, data structure all technical
and functional areas along with strong data & BI skills.
o Understanding of Agile delivery (sprints, backlogs, PI planning)
o Superior communication skills both written and verbal
o Superior verbal & written communication and interpersonal skills with the
ability to work with all levels of the organization
o Ability to manage multiple assignments simultaneously with a high level of
autonomy and independence
o Ability to perform effectively with flexibility and adaptability to handle shifting
needs, evolving priorities, and urgent situations that arise.
o Detail orientation with strong organizational skills.
o Ability to learn and apply new concepts quickly.
o Ability to meet tight deadlines.
o Demonstrated critical thinking and diagnostic skills.
• The following experience is preferred but not required:
o Microsoft Dynamics 365 & Power Platform certifications (Preferred)
o Experience with large Dynamics 365 Customer Service implementations
o Experience with governance, compliance, or SOX-controlled environments
o Experience managing CRM technology projects, including gathering and
documenting business requirements, designing and configuring forms,
developing workflows, reports and dashboards, and troubleshooting
application bugs.
o Ability to function tactically with business areas but is also comfortable with
senior level presentations
o Ability to help develop tech stack strategy while executing on deliverables
What Success Looks Like
• End users receive timely, high‑quality technical and data support
• Sprint commitments are delivered reliably and compliantly
• Power Platform solutions adhere to governance and audit standards
• The Dynamics 365 and Power Platform ecosystem is stable, secure, and
continuously improving

Employment type
Full-time

Work arrangement
Hybrid