Job Description

Description

Key Responsibilities:

  • Operational Support:
  • Provide day-to-day operational support for Microsoft Dynamics 365 CRM, ensuring system availability and performance. 
  • Monitor system health, proactively identifying and resolving issues to minimize downtime. 
  • Ability to pull data from application and create report/s
  • Incident Management:
  • Respond to and resolve incidents reported by end-users, escalating when necessary. 
  • Work closely with technical and functional teams to troubleshoot and resolve issues. 
  • User Assistance:
  • Assist end-users with inquiries, providing guidance and training on system usage. 
  • Create and maintain documentation for common issues and solutions. 
  • System Monitoring:
  • Implement and maintain monitoring solutions to proactively detect and address potential issues. 
  • Perform routine system checks to ensure data integrity and system stability. 
  • Patch and Upgrade Management:
  • Collaborate with technical teams to plan and execute patching and system upgrades. 
  • Ensure that the latest updates and patches are applied to maintain system security. 
  • Change Management:
  • Assist in the implementation of changes to the Dynamics 365 CRM system. 
  • Coordinate with stakeholders to communicate changes and manage user expectations. 
  • Performance Analysis:
  • Conduct performance analysis and identify opportunities for system optimization. 
  • Collaborate with technical consultants to implement improvements and enhancements. 
  • Documentation:
  • Maintain documentation for system configurations, processes, and troubleshooting procedures. 
  • Contribute to the knowledge base to facilitate efficient issue resolution. 

    • Qualifications:

  • Bachelor's degree in Information Technology, Computer Science, or a related field. 

    • Experience:

  • Minimum of 6/8 years of experience in operational support, with a focus on Microsoft Dynamics 365 CRM. 

    • Key Skills:

  • In-depth knowledge of Microsoft Dynamics 365 CRM operations and administration. 
  • Good to have knowledge/experience in Azure and Power Apps/Power Platform 
  • Strong troubleshooting skills with the ability to analyze and resolve system issues. 
  • Familiarity with system monitoring tools and proactive issue detection. 
  • Excellent communication and customer service skills. 
  • Understanding of change management processes in a production environment. 

    • Certifications:

  • Relevant Microsoft Dynamics 365 CRM certifications are a plus. 

    • Personal Attributes:

  • Proactive and detail-oriented. 
  • Ability to work well under pressure. 
  • Excellent problem-solving skills. 
  • Strong collaboration and teamwork. 

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