Functional Support Engineer - MS Dynamics 365

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Job Summary

Key Responsibilities (KRAs)

• Provide functional support for MS Dynamics 365 CE modules including Sales, Marketing,
  

• Act as the first point of contact for end-users to resolve issues and provide best-in-class support.
• Collaborate with technical teams to troubleshoot, escalate, and resolve system bugs or configuration issues.
• Analyze business requirements and translate them into functional specifications for enhancements or customizations.
• Monitor system performance, user activity, and proactively identify improvement areas.
• Assist in configuration, testing, and deployment of changes in Dynamics 365 CE.
• Develop and maintain system documentation, user guides, and support materials.
• Deliver end-user training and workshops to increase system adoption and user proficiency.
• Work in rotational shifts to ensure seamless support coverage.
• Ensure timely and effective communication with stakeholders regarding incident status and
  

Required Skills And Competencies

• 68 years of hands-on experience with MS Dynamics 365 CE in a functional support role.
• In-depth understanding of core CE modules : Sales, Marketing, Customer Service, Field
  

• Strong working knowledge of SQL Queries for data analysis and issue resolution.
• Experience with MS Dynamics CRM administration, dashboards, and reporting.
• Ability to liaise between technical and non-technical stakeholders.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Experience in documenting functional requirements and use cases.
• Familiarity with ITIL or incident management processes is a plus.
  

Preferred Certifications (Optional But Desirable)

• Microsoft Certified : Dynamics 365 Customer Engagement Functional Consultant Associate
• Microsoft Certified : Power Platform Functional Consultant Associate