Microsoft Dynamics 365 CRM

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.