Senior MS Dynamics 365 Support Analyst

Title : Senior D365 Support Analyst Location : Chennai Responsibilities : - Provide advanced technical support for D365 Finance and Operations and/or Customer Engagement modules, addressing complex incidents and service requests. - Analyze, diagnose, and resolve functional and technical issues related to D365, including configurations, customizations, integrations, and data. - Serve as the primary escalation point for challenging D365 support tickets, working collaboratively with other support team members and technical teams. - Investigate and identify the root cause of issues, developing and implementing effective and timely solutions. - Document troubleshooting steps, solutions, and knowledge base articles to enhance team efficiency and user self-service. - Collaborate with internal teams and external vendors to resolve complex issues and implement system enhancements. - Participate in testing and validation of D365 updates, patches, and new functionalities. - Monitor system performance and identify potential issues proactively, recommending and implementing preventative measures. - Provide guidance and mentorship to junior support analysts, sharing knowledge and best practices. - Contribute to the development and improvement of support processes, tools, and documentation. - Stay up-to-date with the latest D365 features, updates, and industry best practices. - Manage and prioritize assigned support tickets effectively, ensuring adherence to service level agreements (SLAs). - Communicate effectively with end-users, providing clear and concise updates on issue resolution progress. Required Skills and Experience : - Bachelor's degree in Computer Science, Information Technology, or a related field. - 6-9 years of professional experience providing technical support for Microsoft Dynamics 365 (Finance and Operations and/or Customer Engagement). - Deep functional and technical understanding of core D365 modules (e.g., Finance, Supply Chain Management, Sales, Customer Service, Marketing). - Proven ability to troubleshoot and resolve complex D365 issues related to configuration, customization, and integration. - Experience with D365 security roles and permissions management. - Familiarity with D365 data entities, data migration tools, and reporting capabilities. - Understanding of integration methodologies and technologies relevant to D365 (e.g., APIs, Logic Apps, Power Automate). - Experience with using support ticketing systems and knowledge base platforms. - Strong analytical, problem-solving, and root cause analysis skills. - Excellent communication (both written and verbal) and interpersonal skills. - Ability to work independently and as part of a team in a fast-paced environment. - Strong customer service orientation and a commitment to resolving user issues effectively. Preferred Skills and Experience : - Experience with Power Platform (Power Apps, Power Automate, Power BI) and its integration with D365. - Knowledge of D365 development tools and languages (X, C#, JavaScript). - Experience with D365 implementation methodologies. - Relevant Microsoft Dynamics 365 certifications. - Experience with ITIL framework and service management best practices. - Familiarity with Azure services relevant to D365 deployments. - Experience providing support in a global or multi-site environment. (ref:hirist.tech)

Location: chennai, IN

Posted Date: 5/11/2025