15 days ago
Sydney, Australia +2 moreSenior
Responsibilities
- Provide functional and technical support for Dynamics 365 CRM applications across Sales, Customer Service, Field Service, Marketing, and Customer Insights.
- Analyze client issues and translate them into functional specifications, configuration changes, automation opportunities, or development requirements.
- Configure Dataverse tables, columns, relationships, forms, views, dashboards, business rules, business process flows, and security roles.
- Develop and maintain low-to-medium complexity customizations using JavaScript/TypeScript, Power Automate, plugins, custom workflow activities, and custom APIs.
- Support integrations between Dynamics 365 CRM and third-party systems using APIs, connectors, and Azure Integration Services.
- Prepare functional designs, technical notes, test scripts, release notes, support runbooks, knowledge articles, and other service documentation.
- Facilitate client workshops, triage sessions, functional sessions, support meetings, training, UAT, release readiness, and go-live activities.
- Manage and prioritize support tickets, troubleshoot data, security, workflow, automation, integration, and performance issues, and meet SLA commitments.
- Support data migration, data quality, duplicate detection, security role changes, Dataverse configuration, solution management, ALM, and deployment activities.
- Own service deliverables and outcomes while contributing to shared-services efficiency and supporting utilization and ticket-resolution metrics.
Requirements
- 5+ years of experience supporting Dynamics 365 CRM or Customer Engagement live environments.
- Strong knowledge of CRM processes across sales, customer service, field service, marketing/customer engagement, leads, opportunities, accounts, contacts, cases, queues, SLAs, knowledge management, work orders, and customer journeys.
- Hands-on experience configuring Dataverse and model-driven apps, including tables, columns, relationships, forms, views, dashboards, business rules, business process flows, and security roles.
- Experience with JavaScript/TypeScript, Power Automate, plugins, custom workflow activities, custom APIs, C#/.NET, Dataverse Web API, REST/OData services, and integration patterns.
- Experience with Azure Integration Services such as Logic Apps, Azure Functions, or Azure Service Bus.
- Experience using Azure DevOps for backlog management, work items, testing, releases, or deployment tracking.
- Familiarity with solution management, environment strategy, ALM, deployment practices, integrations, and performance troubleshooting across Dynamics 365 and Power Platform.
- Strong communication, analysis, documentation, customer engagement, and client-facing support skills.
- Experience working independently under general guidance in collaborative delivery or managed-services environments.
- Appropriate Microsoft Dynamics 365 or Power Platform certifications are required or preferred, including PL-200, PL-400, MB-210, MB-230, MB-240, or MB-910.
- Australian citizenship is required; existing clearance is viewed favorably.
- PCF controls and additional Power Platform components are advantageous.
Benefits
- Hybrid work arrangement.
- Travel may be required based on support demands.
- The role includes client-facing managed-services work across active environments and opportunities to support training, releases, and go-live activities.
Tech Stack
Categories
Solutions Engineering
About Avanade
Avanade is the world’s leading expert on Microsoft. Trusted by over 7,000 clients worldwide, we deliver AI-driven solutions that unlock the full potential of people and technology, optimize operations, foster innovation and drive growth. As Microsoft’s Global SI Partner we combine global scale with local expertise in AI, cloud, data analytics, cybersecurity, and ERP to design solutions that prioritize people and drive meaningful impact. We champion diversity, inclusion, and sustainability, ensuring our work benefits society and business.