D365 Senior Support Analyst

Hybrid/Birmingham

Salary - £45,000 - £50,000 per annum

D365 Senior Support Analyst required work alongside other members of the support team to ensure customers get the agreed level of service and will be expected to work independently and assist with case escalations where appropriate.
You will play a key role in D365 and Power Platform solution support and participate in every aspect of the D365 and Power Platform solution support from: triage of large case numbers from multiple customers, resolving customer cases, recognising change requests, managing customer escalations and environment/release management.

Key Requirements:

• Can resolve D365 Support cases, provide root cause analysis and create a customer document that outlines the root cause as well as the steps taken to resolve the issue.


• Provide in-depth knowledge of the D365 CE application and evaluate the customer's business processes against the standard D365 CE functionality where required.


• Responsible for documenting the business requirements which express what actions a solution must take/how a fix must be implemented and what outcome is expected.


• Ability to effectively manage their case load and assist in handling and resolving escalation cases.


• If modifications/customisations are required, either to processes, Power Platform solutions or to the Dynamics 365 CE application, the D365 Senior Support Analyst should facilitate the customer's decision-making process and develop the functional design document that will drive the development process.

Technical requirements:

• Design, create and configure Dynamics 365 CE / Power Platform solutions implementing ‘low code, no code' approach.


• Dynamics 365 CE/CRM product experience on the following: Sales - (Lead / Opportunity / Quote / Order / Invoice).


• Marketing and campaigns ▪ Including Add-ons e.g., Click Dimensions/Mailchimp/Microsoft Dynamics Marketing).

• Service and Case management including SLAs and Entitlements.


• Custom ISV/xRM solutions using Dynamics 365 and Power Platform.


• Entity Design and Entity Relationship modelling implementing multiple relationship types.


• Model Driven App Form Design.


• Business Process Flows spanning multiple entities and implementing branching logic.


• Classic Dynamics 365 CE Workflows, including various trigger events and complex conditional logic.


• Dynamics 365 CE Dashboards including a combination of charts and list views.
  o Reporting using both the Dynamics 365 report wizard and able to identify where SQL Server Reporting Services (SSRS) reports may be used.


• Model Driven Apps containing multiple system components.


• Ribbon Customisation.


• Where appropriate can implement complex field types (Rollup / Calculated / Customer).


• Understands the Dynamics 365 CE security model and which components of the system that can be restricted by security.


• Where necessary, can write and interpret JavaScript within the context of Dynamics 365 CE.


• Understands and identifies the point at which requirements are more effectively met using custom plugins / workflow assemblies and can articulate those requirements to the relevant colleagues.

• Ability to extend solutions using complimentary Office 365 / Power Platform technologies such as: Power Platform ▪ Power Automate - Create and maintain complex Power Automate flows implementing different trigger events, trigger filtering and multiple actions.
  ▪ Power Bi - Understands the key concepts when this technology may be implemented to support an overall deployment.
  Can modify existing Power Bi reports to meet customer needs.


• DevOps - Understands how a standard Dynamics 365 CE development cycle works and can use DevOps tasks / user stories / sprints to manage deployment contents.

Interested? Please submit your updated CV to Olivia Yafai at Crimson for immediate review.

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