Dynamics 365 Support Specialist

Job Summary

A Dynamics 365 Support Specialist acts as the primary contact for resolving user issues, focusing on troubleshooting application errors, configuring basic system settings (forms, views, workflows), managing user access, and maintaining documentation. This role ensures high user satisfaction via timely ticket resolution. The ideal candidate brings strong knowledge of application navigation, integration monitoring, and data mapping, along with excellent communication and problem-solving skills.

Essential Job Functions

• Provide day-to-day application support for Dynamics 365 applications (i.e. Business Central, D365 Field Service) in conjunction with our third-party vendors
• Collaborate with technical teams, both internal and external third party, for environment enhancements and version updates when needed
• Manage and resolve system issues impacting business operations within the environment, escalating as needed
• Work with leadership to log and escalate issues, coordinate releases, and progress enhancements through to completion, maintaining clear ways of working
• Assist in developing and maintaining user and support documentation, including processes, procedures, and troubleshooting guides
• Monitor, identify and resolve system performance bottlenecks, integration failures, and data flow issues, and make recommendations to leadership for optimization
• Support compliance and audits by maintaining evidence and controls, and documentation relating to application access, changes, and operational processes

Leadership Competency Model

• Instills Trust
• Communicates Effectively
• Demonstrates Customer Focus
• Takes Initiative
• Makes Quality Decisions
• Drives Growth
• Ensures Accountability
• Drives Results

Knowledge, Skills, And Abilities

• Understanding of system integrations (APIs, connectors, SFTP) and data mappings
• Familiarity with Power Platforms (Power Automate, Dataverse)
• Strong analytical and troubleshooting capabilities
• Excellent communication skills and strong customer relationship management
• Ability to map data tables from multiple system sources
• Advanced proficiency (knowledge) with Microsoft Office 365

Education And Experience

• High School diploma or equivalent is required
• Associate or bachelor’s degree, preferred
• Combined experience in application or system support in Microsoft Dynamics Business Central and/or D365 Field Service practices of 4 or more years with education is desirable
• Previous experience with SQL or data query tools
• Familiarity with IT service management practices