Senior Engineer — Dynamics 365 Support
Core
Senior escalation engineer for Microsoft Dynamics 365 (Commerce/CRM/Case Management), performing root-cause analysis, pattern recognition, and high-quality escalations to L3/vendor teams.
Role type
Senior IC support engineer (Dynamics 365)
Builds
Production support processes, SOPs, and automation for Dynamics 365 and Power Platform
Domain
Enterprise software support (Microsoft Dynamics 365, Power Platform, Azure)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Dynamics 365 (Commerce/CRM/Case Management), Power Platform (Power Apps, Power BI), ServiceNow incident lifecycle, root-cause analysis, ITIL Foundation, stakeholder communication, SOP creation
Preferred skills
Power Automate (JavaScript), Prompt engineering, ITIL Intermediate, PRINCE2 Agile, SAP integration
Technologies
Microsoft Dynamics 365, Power Platform, ServiceNow, Azure, Confluence, Jira
Responsibilities
Perform structured troubleshooting and root-cause analysis on complex multi-system issues; Mentor junior engineers on platform navigation and issue triage; Create and update SOPs and knowledge base articles; Manage incident lifecycle in ServiceNow including triage and documentation; Coordinate escalations to L3/vendor engineering teams; Validate configurations across PROD/ACC/TEST environments
Seniority
Senior, hands-on IC