D365 CE Support Analyst / Consultant

ITSS Recruitment Ltd; Remote; GBP 40,000 - 60,000; Full time

Job summary

A Microsoft partner consultancy is looking for a Dynamics CRM / 365 CE Support Analyst to provide expert support and consultancy services. This fully remote role requires over 5 years of experience in application support, strong communication skills, and familiarity with Microsoft technologies. The successful candidate will engage with customers, resolve issues, and contribute to quality service improvements.

Qualifications

• 5+ years experience providing application support for Microsoft Dynamics 365 CE.
• Strong understanding of D365 CE modules including Sales and Customer Service.
• Experience delivering consultancy or enhancement work for existing customers.

Responsibilities

• Deliver technical support for Dynamics 365 CE and related systems.
• Assist in defining customer requirements and documenting changes.
• Monitor and report on support KPIs to improve service quality.
• Guide other team members and promote a collaborative culture.

Skills

Application Support

Consultancy

Technical Issue Resolution

Communication Skills

IT Systems Understanding

Education

Microsoft certifications (Dynamics 365 CE, Power BI, Azure)

Tools

Ticketing Systems

Remote Assistance Tools

Incident-Management Software

Job description

Overview

We are looking for a highly motivated Dynamics CRM / 365 CE Support Analyst / Consultant to join a Dynamics focused Microsoft partner. This consultancy is well established in the D365 CE and Power Platform market and is moving to employee ownership in the near future, which will bring added benefits to their employees. They are seeking a D365 CE Support Analyst / Consultant to join their team and play a vital role working with customers in both a support and consultancy capacity. You will play a key role in maintaining and improving the quality of support to both internal and external customers, handling a range of issues, acting as an escalation point for complex cases, and providing consultancy services to existing clients.

Essential Skills and Experience

• 5+ years\' experience providing application support and administration for Microsoft Dynamics 365 Customer Engagement (CE)
• Previous experience in a similar role (ideally within a Microsoft Partner or multi-customer environment)
• Demonstrable experience delivering consultancy or enhancement work for existing customers, including requirement gathering, scoping, and solution design
• Strong understanding of D365 CE modules, including Sales, Customer Service, Marketing, and Customer Insights - Journeys
• Technical knowledge of related Microsoft technologies, including Power Platform, Power BI, Azure, and system integrations
• Proven track record of resolving both functional and technical issues to completion
• Experience using ticketing systems, remote assistance tools, and incident-management software
• Sound understanding of IT systems, cloud services, networking, and cybersecurity principles
• Familiarity with ITIL processes, SLA adherence, and service-management frameworks
• Excellent communication skills and the ability to translate technical detail into clear, business-oriented language for customers
• Microsoft certifications (Dynamics 365 CE, Power BI, Azure) highly desirable.

Main Duties and Responsibilities

• Customer Support and Issue Resolution: Deliver expert technical support for Dynamics 365 CE and related systems; Handle and resolve escalated support tickets, ensuring accurate documentation and timely resolution; Act as a contact for critical incidents, coordinating with cross-functional teams as required.
• Consultancy and Continuous Improvement: Support customers with BAU consultancy, enhancements, and change requests; Assist in defining, scoping, and documenting customer requirements; Conduct customer workshops and on-site visits where required; Identify recurring issues and recommend process or product improvements; Maintain and update internal documentation, troubleshooting guides, and knowledge bases.
• Stakeholder Engagement and Reporting: Collaborate with other departments to resolve systemic issues and improve overall service quality; Provide feedback and insights to internal stakeholders on product performance and customer experience; Monitor and report on support KPIs, including customer satisfaction and resolution timelines.
• Mentoring and Leadership: Support and guide other members of staff; Promote a culture of learning, collaboration, and continuous improvement within the team.

This role will be fully remote based with some travel to customer site.

Sponsorship will not be available for this role and you will need to be UK based with a permanent right to work in the UK.

We are interviewing currently, so apply now for immediate consideration for the Dynamics 365 CE Support Analyst / Consultant position or contact Stuart Barnes at ITSS Recruitment for further information.