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Senior Support Analyst
4 months ago
D365 Senior Support Analyst
Hybrid/Birmingham
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.
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.
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.
Dynamics 365 CE/CRM product experience on the following: Click Dimensions/Mailchimp/Microsoft Dynamics Marketing).
o Reporting using both the Dynamics 365 report wizard and able to identify where SQL Server Reporting Services (SSRS) reports may be used.
Where appropriate can implement complex field types (Rollup / Calculated / Customer).
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 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.
Please submit your updated CV to Olivia Yafai at Crimson for immediate review.
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