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