Dynamics 365 Customer Engagment IT Application Support Analyst
Dynamics 365 Customer Engagment IT Application Support Analyst
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Job Description
Support the continued development and maintenance of Dynamics 365 Customer Engagement (including mobile app as needed.) This role will perform tier three application troubleshooting issue resolution and root cause analysis and may assist in technical implementations.
This Hybrid role requires in-person work at our Newton MA headquarters.
Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care elder care and educational support. Our workplace reflects this commitmentwith collaborative environments meaningful benefits and a culture that supports both career growth and personal well-being. Whether youre caring for children or powering the systems and partnerships that make it all possible at Bright Horizons youre the difference.
Job Responsibilities
Log manage and resolve D365 support tickets.
Experience with D365 CE customization (fields forms workflows security roles)
Strong data handling skills (importing/exporting/validating data)
Develop and maintain user documentation and training materials to promote self-service and adoption
Customize entities forms views dashboards workflows business process flows and security roles.
Experience with data migration tools (e.g. Data Import Wizard SSIS KingswaySoft).
Work with developers to manage custom plugins workflows and API integrations.
Provide day-to-day support to end users troubleshoot issues and coordinate with Microsoft support when necessary.
Proficiency in Power Platform components such as Power Automate Power Apps and Power BI is highly desirable.
Strong knowledge of D365 CE architecture configuration security model and customization tools.
Manage user accounts licenses roles and permissions to maintain security and compliance.
Troubleshoot end-user issues and tickets within problem ticket system to resolve or escalate issues with all applications as a member of the Application Development/Support team.
Troubleshoot end-user issues and tickets within problem ticket system to resolve or escalate issues with all applications as a member of the Application Development/Support team.
Work with external vendors to troubleshoot and resolve internal applications.
Design and implement support tools for day-to-day maintenance of internal tools as needed.
Assist in creation of application troubleshooting documentation.
SLA Management and Enforcement with consistent delivery of excellent customer service.
Respond to client service requests that range from ad-hoc reporting to system enhancement requests that require opening a ticket for system development.
SLA Management and Enforcement with consistent delivery of excellent customer service.
Validate interface transmissions and the execution of various batch processes as needed.
May require configuration validation and deployment of the Single Sign On (SSO) functionality using SAML.
May require after-hours support via rotation schedule with other team
Minimum Job Requirements
Bachelors Degree in Computer Science of a related field
3 years experience administering Dynamics 365 CE / CRM in large enterprise environments
Additional Job Requirements
3 years supporting enterprise systems like Contract Management (CLMs) CRM HR or ERP
Must be a self-starter who loves to master new systems and help them continually grow and meet their full potential
Must have a strong customer service philosophy and skills be able to thrive in a team environment as well as in an individual setting.
Must be able highly motivated goal-oriented and able to demonstrate attention to detail
Must be able to make and execute short and long-term plans
Familiarity with SalesForce (Administration Certification is not )
Knowledge of integrations and ETLs
Basic knowledge of SQL SharePoint system administration and networking
Familiarity with Test Management SSRS and SSIS package development Single Sign On: SAML (1.1 2.0)
AES and Security/Encryption: PGP RSA Cryptography a plus.
At this time Bright Horizons will not sponsor an applicant for employment authorization/visa for this position.
Benefits:
Bright Horizons offers the following benefits for this position subject to applicable eligibility requirements:
Medical dental and vision insurance
Paid vacation sick holiday and parental bonding leave
401(k) retirement plan
Long-term and short-term disability insurance
Life insurance
Money-saving discounts and financial planning tools
Tuition assistance and education coaching
Caregiving support and resources for the children and adults in your family Learn more at at Bright Horizons:
Our people are the heart of our company. Because were as committed to our own employees as we are to the children families and clients we serve our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.
Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race color religion sex age disability sexual orientation veteran status national origin genetic information or any other characteristic protected under federal state or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).
If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process please contact the recruitment helpdesk at or . Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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