Dynamics 365 Application Support Specialist

Introduction & Summary
We are currently hiring for a Dynamics 365 Support Specialist. A key mission within the organisation is to maintain and deliver high-quality, stable, and secure IT systems and infrastructure to support core business operations. Several teams are responsible for the development and maintenance of these systems. As part of the customer service strategy, the organisation is implementing a Case Management Solution (CMS) using Microsoft Dynamics 365. The successful candidate will assist in providing advanced technical support and configuration for the Dynamics 365 CMS, enhancing customer service delivery.

Main Responsibilities
Core duties of the role include the support and configuration of the Dynamics 365 Case Management System to ensure smooth operations.

• Provision of advanced Level 1/2 BAU support for Microsoft Dynamics 365 Customer Service.

• Configuration and maintenance of case management processes, business rules, workflows, SLAs, and user permissions.

• Developing and delivering user training programs and maintaining support documentation.

• Collaboration with technical teams to effectively address customer queries.

• Gathering and relaying structured customer feedback to improve service delivery.

• Monitoring ticketing queues and contributing to quality and compliance standards.

Key Requirements
The following skills and qualifications are essential:

• Proven experience supporting and configuring Dynamics 365 Customer Service (4+ years in a support-focused role).

• Strong technical understanding of case management and support workflows.

• Experience handling customer queries within a technical support environment.

• Excellent communication and collaboration skills.

• Continuous improvement mindset with experience in user feedback incorporation.

• Experience in delivering end-user training and authoring user documentation.

• Knowledge of data privacy and public sector compliance standards.

Nice to Have
The following skills are desirable:

• Certifications in MB-230 (Dynamics 365 Customer Service).

• Microsoft Power Platform Fundamentals/Functional Consultant.

Other Details
This role offers a 12 month contract and the client is based in Dublin working under a hybrid model (2/3 days a week onsite) in Dublin 1