Support Specialist (Dynamics 365 Administration & Configuration)
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Job Description
End User Support
o Provide technical and functional support for Dynamics 365 users, including (but not
limited to) forms, views, workflows, dashboards, Cases/Incidents, Contacts, Accounts,
Leads, Users, Teams, Queues, SLAs, Business Rules, Power Automate flows, etc.
o Partner with Product & Business to establish SME level understanding of business
processes and documentation as it relates to end user CRM usage
o Perform data maintenance activities (data projects, loads, corrections, extracts, etc.)
o Diagnose and resolve data issues, integration failures, and automation errors
o Partner with Product team to support their release communications
o Act as a consultative partner to Product team and VOB/business users regarding best
practices and platform usage
o Support user licensing, access, role assignments, and environment onboarding
o Support production instance in addition to lower environments
• Platform Administration
o Configure and maintain Dynamics 365 entities, fields, forms, views, dashboards, flows,
and business rules
o Perform low-code development work, including:
▪ Power Automate flows
▪ Light customization and extensions
▪ Solution packaging and deployment
o Build and maintain reports using FetchXML, SSRS (SQL Server Reporting Services), or
Power BI (as applicable)
o Install, configure, and maintain third‑party components and integrations
o Support environment management and solution promotion across dev/test/prod
• Agile Delivery, PI Planning & Deployment
o Participate in PI planning, backlog refinement, and sprint planning sessions
contributing estimates, consultative inputs and delivery commitments
o Estimate, design, and deliver assigned work items in coordination with product
owners/leaders and delivery teams
o Support business testing, QA teams, validation, and release activities
o Partner with distributed delivery teams to execute sprint commitments
• Platform Governance & Controls
o Ensure the Dynamics 365 and Power Platform environments operate within
established enterprise, security, and compliance standards.
o Apply and enforce Power Platform governance controls, including:
▪ Environment strategy
▪ DLP (Data Loss Prevention) policies
▪ Solution lifecycle management
o Support SOX and internal audit requirements, including:
▪ Change management evidence
▪ Access controls
▪ Segregation of duties
o Partner with architects, security and IAM teams on identity management, best
practices, role design, and access reviews
o Contribute to process & platform documentation, guardrails, and standards
Requirements
Function: General Business
Experience Level: Mid-Senior Level