Senior MS Dynamics 365 Support Analyst

Title : Senior D365 Support Analyst

Location : Chennai

Responsibilities :

• Provide advanced technical support for D365 Finance and Operations and / or Customer Engagement modules, addressing complex incidents and service requests.
• Analyze, diagnose, and resolve functional and technical issues related to D365, including configurations, customizations, integrations, and data.
• Serve as the primary escalation point for challenging D365 support tickets, working collaboratively with other support team members and technical teams.
• Investigate and identify the root cause of issues, developing and implementing effective and timely solutions.
• Document troubleshooting steps, solutions, and knowledge base articles to enhance team efficiency and user self-service.
• Collaborate with internal teams and external vendors to resolve complex issues and implement system enhancements.
• Participate in testing and validation of D365 updates, patches, and new functionalities.
• Monitor system performance and identify potential issues proactively, recommending and implementing preventative measures.
• Provide guidance and mentorship to junior support analysts, sharing knowledge and best practices.
• Contribute to the development and improvement of support processes, tools, and documentation.
• Stay up-to-date with the latest D365 features, updates, and industry best practices.
• Manage and prioritize assigned support tickets effectively, ensuring adherence to service level agreements (SLAs).
• Communicate effectively with end-users, providing clear and concise updates on issue resolution progress.

Required Skills and Experience :

Customer Engagement).

Service, Marketing).

Preferred Skills and Experience :

ref : hirist.tech)