Senior Support Analyst, Dynamics 365

Job Description

Role & responsibilities Preferably 5 years of experience developing Microsoft Dynamics CRM, preferably with the latter years on the cloud platform. Customization and form scripting Administration/security role configuration Plugin and workflow Business Process Flow Sitemap and ribbon Power apps and flows Azure Based Integrations (Azure Functions and Azure Logic Apps) Emphasis on Marketing and Sales app PRIMARY RESPONSIBILITIES / KEY RESULT AREAS Actively participate in AGILE ceremonies (Standups, Retrospectives, etc.) ensuring proactive communication about challenges and opportunities as they arise. Actively work with Service now and Azure DevOps ensuring the Incidents and user stories are controlled and prioritized in timely manner. Ensure SES KPI`s for supporting are met and focus on customer satisfaction is a mandatory focus. Maintain a service-oriented attitude: Provide excellent service to our system users, product owners and scrum masters Provide excellent service to our colleagues and customers by troubleshooting, providing workarounds and prioritizing bugs that cannot be treated by Level 1 support. Keep an open mind and take on development tasks outside of Dynamics 365 supporting our commercial application eco-system. Much of this is becoming Azure, and most will be directly related to Dynamics 365 including Power Apps and flows. Some may outside of the Microsoft environment. End to end view of application interfaces including support and understanding of Mulesoft APIs Assist and help Junior support team members and other members of the team. Support BPP (Business Process Procedure) Generation Create and execute test scripts, working with developers to have them automated in the selenium framework. Act on the First and Second Level Support as the IT main point of contact for having the incidents solved. Create and Report on Support related KPI`s such as incident aging, communicating directly to our business stakeholders. Gather feedback from end users about system issues, performance Keep abreast of technology trends and developments. Ensure all technical documentation related to developments or implementations you support is well maintained. Work with the BPO’s on identifying appropriate training needs, supporting the process as needed Actively engage in, and promote the AGILE delivery principals.