MS Dynamics CRM Support Engineer

Role & responsibilities

• Provide Level 2 / Level 3 production support for Dynamics CRMbased and workflow-driven applications in the client environment.
• Monitor and troubleshoot CRM workflows, asynchronous jobs, and plugin failures using system logs and trace files.
• Handle and resolve service tickets raised by end users or agency staff within defined SLA timelines.
• Perform controlled data corrections and data validation using SQL Server or Azure SQL while maintaining audit compliance.
• Monitor and maintain scheduled jobs, Windows services, and Azure Functions related to workflow automation and data synchronization.
• Analyze job failures, identify root causes, and coordinate with development teams for permanent resolutions or hotfixes.
• Support integration troubleshooting across internal and external systems (REST APIs, WCF, queues, or file transfers).
• Participate in change management, release deployments, post-deployment validation, and smoke testing.
• Maintain and update runbooks, incident documentation, and knowledge base articles for recurring production tasks.
• Ensure adherence to security, compliance, and operational governance standards defined by the agency.
  

Preferred candidate profile

• 2+ years of experience in Production/Application Support for enterprise or government systems.
• Hands-on experience with Microsoft Dynamics 365 CRM / Power Platform.
• Strong expertise in SQL Server, including writing queries, debugging stored procedures, and performing safe data updates.
• Proven experience in monitoring and troubleshooting workflows, Power Automate flows, and CRM async services.
• Familiarity with Azure Services App Services, Functions, App Insights, Service Bus, and Storage.
• Knowledge of API integration troubleshooting (REST, SOAP, JSON, XML).
• Ability to analyze system logs and coordinate with cross-functional teams for root cause resolution.
• Strong written and verbal communication skills for working with agency stakeholders and vendor partners.