Job Summary:
We are seeking a highly skilled and proactive Microsoft Dynamics 365 CRM Specialist to provide end-to-end functional and technical support, as well as to lead enhancements and change requests for our customized D365 CRM system. The ideal candidate will have a strong background in Microsoft Dynamics 365, experience with support operations (L1–L3), and the capability to manage system improvements in a structured and agile environment.
Key Responsibilities:
Support & Maintenance (L1–L3):
- Act as the primary point of contact for CRM system support.
- Provide Level 1–3 support, including:
- L1: Triage, user assistance, ticket logging. (Do need to support on Weekends/PH)
- L2: Functional support, configuration troubleshooting, workflow issues.
- L3: Advanced diagnostics, customizations, integrations, liaising with third-party vendors and Microsoft.
- Monitor, manage, and resolve incidents within defined SLA timelines.
- Maintain documentation of issues, resolutions, and knowledge base articles.
- Prepare and deliver weekly/monthly support summary reports.
- Participate in regular support review meetings with stakeholders.
System Enhancements & Change Requests:
- Gather and analyze requirements for new features and system improvements.
- Design and implement approved change requests, including:
- Custom workflows, business rules, Power Automate flows, and form enhancements.
- Plugin development and customization using C#/.NET (if applicable).
- Integration with external systems via REST/SOAP APIs.
- Track CR hours and manage approvals and prioritization with stakeholders.
- Conduct impact assessments and regression testing before deploying changes.
- Coordinate with testing and UAT stakeholders for smooth handovers.
Collaboration & Project Coordination:
- Work closely with project managers, business analysts, and end users.
- Ensure compliance with security, data governance, and healthcare regulations.
- Provide training or guidance to end-users as needed.
- Liaise with external vendors (e.g., hosting providers, integration partners).
Requirements:
Must-Have:
- 4–6 years of hands-on experience with Microsoft Dynamics 365 CRM (Customer Engagement).
- Proven experience in both support (L1–L3) and enhancement projects.
- Strong skills in D365 customization, workflow configuration, and Power Platform (especially Power Automate).
- Solid understanding of CRM modules such as Case Management, Contact Management, and Activities.
- Ability to diagnose and resolve issues across UI, configurations, integrations, and performance.
- Experience working with support ticketing systems and SLA-driven environments.
Nice-to-Have:
- Development experience using C#, JavaScript, or Plugins/Custom Workflows.
- Familiarity with Azure services, Power BI, and Dataverse.
- Experience working in healthcare or regulated environments (e.g., HIPAA, PDPA).
Soft Skills:
- Strong problem-solving and analytical thinking.
- Excellent communication and documentation skills.
- Proactive attitude with a customer-centric mindset.
- Ability to work independently and manage priorities in a fast-paced environment.