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Senior MS Dynamics 365 Support Analyst

Senior MS Dynamics 365 Support Analyst

PeoplefyChennai
30+ days ago
Job description

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 :

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 6-9 years of professional experience providing technical support for Microsoft Dynamics 365 (Finance and Operations and / or
  • Customer Engagement).

  • Deep functional and technical understanding of core D365 modules (e.g., Finance, Supply Chain Management, Sales, Customer
  • Service, Marketing).

  • Proven ability to troubleshoot and resolve complex D365 issues related to configuration, customization, and integration.
  • Experience with D365 security roles and permissions management.
  • Familiarity with D365 data entities, data migration tools, and reporting capabilities.
  • Understanding of integration methodologies and technologies relevant to D365 (e.g., APIs, Logic Apps, Power Automate).
  • Experience with using support ticketing systems and knowledge base platforms.
  • Strong analytical, problem-solving, and root cause analysis skills.
  • Excellent communication (both written and verbal) and interpersonal skills.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • Strong customer service orientation and a commitment to resolving user issues effectively.
  • Preferred Skills and Experience :

  • Experience with Power Platform (Power Apps, Power Automate, Power BI) and its integration with D365.
  • Knowledge of D365 development tools and languages (X++, C#, JavaScript).
  • Experience with D365 implementation methodologies.
  • Relevant Microsoft Dynamics 365 certifications.
  • Experience with ITIL framework and service management best practices.
  • Familiarity with Azure services relevant to D365 deployments.
  • Experience providing support in a global or multi-site environment.
  • ref : hirist.tech)

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    Senior Support Analyst • Chennai