Dynamics 365 Application Support Specialist (Intermediate)

Want to make an impact? We offer that.

Due to continued growth, emagine is currently hiring a Dynamics 365 Customer Service Support Specialist to join our team. emagine is a dynamic, fast-growing international consulting and technology company, founded on real-world experience and focused on delivering custom-fit solutions.

We bring proven people and expertise to deliver complex projects successfully, while ensuring lasting knowledge transfer that empowers our partners for the next challenge.

The role is full-time, based on 220 days per annum (47 weeks), working 8 hours per day, Monday to Friday (excluding bank and public holidays), between 08:00 and 19:00.

Are you intrigued? Do you want to learn more?

A snapshot of your key responsibilities as Dynamics 365 Customer Service Support Specialist would be:

• Provide advanced Level 1/2 BAU support for Dynamics 365 Customer Service, resolving user queries, incidents, and platform issues efficiently

• Manage service desk tickets end to end (logging, triage, escalation, resolution tracking) via SolarWinds

• Configure and maintain D365 case management processes, including workflows, business rules, SLAs, queues/routing rules, and user/team roles and permissions

• Monitor system health and performance, troubleshoot D365 issues, and implement approved configuration changes and enhancements

• Log, track, and manage change requests, defects, and priority issues, coordinating urgent fixes where required

• Participate in and coordinate UAT and regression testing, documenting test results and defects

• Develop, update, and maintain user documentation, guides, FAQs, SOPs, and internal knowledge base content

• Deliver or support user training and onboarding and contribute to knowledge transfer activities

• Gather and document structured user and customer feedback, proposing and supporting improvements to workflows, processes, and overall service delivery

• Collaborate with technical teams, project teams, and business stakeholders to clarify requirements, address queries, and agree system enhancements

Requirements

Mandatory

• ICT or related Degree qualification (NFQ Level 6 or above), e.g. Computer Science, Information Systems, Business Information Systems

• At least one relevant Microsoft certification:

  • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230), or

  • Microsoft Certified: Power Platform Functional Consultant Associate (PL-200), or

  • Microsoft Certified: Power Platform Developer Associate (PL-400), or

  • Microsoft Certified: Azure Fundamentals (AZ-900) or higher

• Minimum 4+ years’ experience supporting Dynamics 365 Customer Service in a BAU support role

• Advanced Level 1/2 technical support capability, including end-to-end ticket management

• Strong systems administration and configuration skills

• Proven stakeholder engagement and collaboration skills across multiple business units

• Experience producing and maintaining user documentation and delivering training or onboarding

• Experience coordinating testing activities and managing change and defect processes

Desirable

• Experience within Irish Civil Service or wider Public Sector ICT environments

• Knowledge of public-sector governance, audit, risk, data protection, and records management practices

• Experience operating within formal change management and CAB processes

• Exposure to SaaS release and deployment management

• Experience mentoring or supporting other D365 analysts

• Project experience involving D365 implementation, migration, optimisation, or enhancement

• Business Analysis background and requirements documentation experience

• Experience working in Agile/Scrum environments

• Hands-on experience with Power Platform technologies (Power Automate, Power Apps, Power Pages)

Working Arrangement & Location

This role operates on a hybrid working model, offering flexibility to work remotely.
On-site attendance will be required on occasion for business unit support, hyper-care during major releases, stakeholder meetings, training delivery, and on-site technical support.

Primary and occasional work locations include:

• Marlborough Street, Dublin (Primary Base)

• ESBS Blanchardstown, Dublin

• Athlone, Co. Westmeath

• Tullamore, Co. Offaly