Microsoft Dynamics CRM Development and Support Specialist

Job Title: Microsoft Dynamics CRM Development and Support Specialist

Experience: 6-12 Years

Role Overview: The Microsoft Dynamics CRM Development and Support Specialist will act as a subject matter expert responsible for providing enhancement of CRM features, advanced technical support and guidance for Microsoft Dynamics 365 applications, as well as implementing new functionalities and enhancing existing features. This role involves collaborating with internal teams, vendors, and customers to diagnose, troubleshoot, and resolve technical challenges, ensuring the stability and optimal performance of Dynamics 365 environments.

Responsibilities

Development and Customization:

Implement new functionalities and enhancements in Microsoft Dynamics 365 CRM.

Customize and extend Dynamics 365 CRM using client-side (JavaScript, web resources) and server-side (C#, .NET assemblies) techniques.

Develop interfaces and monitor integration with external systems, utilizing REST APIs and other integration technologies.

System Management And Optimization

Lead and coordinate the planning, testing, and implementation of system upgrades, patches, and configuration changes in Dynamics 365 environments.

Conduct comprehensive analysis of recurring incidents, service outages, and system failures to identify underlying patterns and trends.

Propose and implement preventive measures, proactive monitoring solutions, and long-term optimizations to enhance system reliability and resilience.

Technical Support And Troubleshooting

Provide advanced technical support for complex issues related to Microsoft Dynamics 365 applications.

Collaborate with internal teams, vendors, and customers to diagnose, troubleshoot, and resolve intricate technical challenges.

Ensure the stability, performance, and optimal functioning of Dynamics 365 environments.

Act as a point of escalation for unresolved issues from L1 and L2 support teams.

Analyze and troubleshoot intricate technical problems, system errors, and performance bottlenecks using advanced diagnostic tools and methodologies.

Collaboration And Documentation

Collaborate closely with peers, senior engineers, development teams, and third-party vendors to resolve complex technical challenges and ensure customer satisfaction.

Create and maintain technical documentation, troubleshooting guides, best practices, and knowledge base articles.

Share expertise and insights with the support team through training sessions, workshops, and mentoring activities.

Process Improvement And Training

Proactively identify opportunities for process improvements, automation, and optimization in support workflows, tools, and methodologies.

Provide advanced training, guidance, and technical assistance to end-users, administrators, and technical stakeholders on complex system configurations, customizations, and integrations.

Foster self-service capabilities and empower users to maximize the value of Dynamics 365 applications.

Skills And Qualifications

Technical Proficiency:

Extensive experience with Microsoft Dynamics 365 applications, including advanced configuration, customization, and administration.

Profound understanding of Dynamics 365 architecture, data model, security model, and integration capabilities.

Proficiency in scripting frameworks like Node.js, Angular.js, React.js, and technologies such as JQuery, CSS, HTML 5, and AJAX.

Experience with source control tools like GIT and VSS.

Problem-Solving And Analytical Skills

Exceptional analytical and problem-solving abilities with a record of accomplishment of resolving complex technical issues effectively.

Ability to think critically, troubleshoot systematically, and develop innovative solutions to address intricate challenges.

Communication And Team Collaboration

Excellent interpersonal and communication skills with the ability to convey complex technical concepts and solutions clearly and concisely.

Collaborative mindset with the ability to work effectively in a cross-functional team environment.

Experience leading and coordinating efforts across multiple teams, stakeholders, and geographical locations.

Customer Focus And Adaptability

Customer-centric approach with a commitment to delivering exceptional support and exceeding customer expectations.

Agility to thrive in a fast-paced and dynamic environment, adapting to evolving technologies, business requirements, and customer demands.

Willingness to continuously learn and acquire new skills.

Certifications

Relevant certifications in Microsoft Dynamics 365, such as Microsoft Certified: Dynamics 365 Solution Architect Expert, Dynamics 365 Finance and Operations Apps Solution Architect, or Dynamics 365 Sales Functional Consultant Associate, are highly desirable.

Education

Engineering Graduate in Computer Science, Information Technology, or a related field.

Tools

Microsoft Dynamics CRM, JIRA, Fresh Service, Microsoft Power Platform, and integration skills.

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