Senior Engineer — Dynamics 365 Support

What success looks like in this role:

Role Overview: The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model performing structured troubleshooting pattern recognition across incidents and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents mentors junior engineers and actively contributes to continuous improvement of SOPs automation and support processes.

• 58 years of experience with Dynamics 365 for Commerce CRM and Case Management with a good functional understanding across modules
• Investigates issues in data workflows and permissions beyond surface-level symptoms
• Understands data dependencies across systems and how changes ripple through integrations
• Identifies integration-related issues at a symptom level and scopes them for deeper investigation
• Works confidently in Power Platform including Power Apps configuration and basic Power BI validation
• Mentors Associate Engineers and Engineers on platform navigation and issue triage

• Performs structured troubleshooting validation replication and root-cause analysis on complex multi-system issues
• Recognizes patterns across incidents to flag recurring or systemic problems
• Identifies integration and dependency issues spanning Dynamics 365 Power Platform and connected systems
• Prepares high-quality well-documented escalations to L3 / vendor engineering teams
• Continues to refine and expand SOPs based on newly diagnosed issues

• 5 years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
• Owns complex semi-technical and technical incidents that require deep platform knowledge
• Makes independent judgment calls on escalation necessity reducing unnecessary handoffs

• Performs correct triage prioritization and routing of incidents across the support model
• Ensures full documentation of incidents including reproduction steps logs and business impact
• Communicates incident status and resolution effectively with stakeholders
• 5 years of hands-on ownership of the ServiceNow incident lifecycle including quality assurance of tickets raised by junior team members

• Performs validations across PROD / ACC / TEST (and additional) environments with minimal guidance
• Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration

• Creates clear high-quality SOPs with detailed steps screenshots and instructions for the wider team
• Updates the KB proactively based on new or recurring incidents
• Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks

• Communicates confidently with stakeholders including OpCos and cross-functional teams on incident status and platform issues
• Manages own workload and priorities across multiple concurrent incidents
• Shows clear ownership of tasks from intake through resolution
• Actively supports and coaches less experienced engineers

• End-to-end ownership of tickets from intake through resolution and documentation
• Visible contribution to reducing repeat incidents and improving support quality over time

• ITIL Foundation (v4 or v5) required

Technical Breadth

• Microsoft Dynamics 365
• Azure
• SAP / integration platforms

Automation & Continuous Improvement

• Power Automate (JavaScript)
• Prompt engineering / coding
• Continual improvement and awareness of market best practices for this level of vendor-delivered service support including recommended automations and leveraging AI agents for efficiencies

Certifications

• ITIL Intermediate
• PRINCE2 Agile / PRINCE2

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You will be successful in this role if you have:

BA/BS degree and 4-6 years relevant experience OR equivalent combination of education and experience

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