Dynamics 365 Application Support Specialist

Company Details Confidential; Leinster; Hybrid; EUR 50,000 - 70,000; Full time

Job summary

A leading technology firm is seeking a Dynamics 365 Application Support Specialist to provide advanced support for the Dynamics 365 Customer Service platform. The role involves configuring processes, developing user training programs, and resolving issues effectively. Ideal candidates will have over 4 years of experience in a support-focused role and excellent communication skills. This position offers hybrid working conditions in Dublin.

Qualifications

• 4+ years in a support-focused role for Dynamics 365 Customer Service.
• Experience resolving complex customer service issues.
• Ability to gather and relay user feedback for improvements.

Responsibilities

• Provide advanced support for Microsoft Dynamics 365 Customer Service.
• Configure D365 processes including workflows and user roles.
• Develop and deliver user training programs.

Skills

Supporting Dynamics 365 Customer Service

Technical understanding of case management

Excellent communication skills

Problem-solving skills

User training and documentation

Job description

Overview

Dynamics 365 Application Support Specialist

Job Details

Location: Dublin, D01 (Hybrid)

Contract / Permanent: 12 months (with further extensions)

Start date: November 2025 or ASAP

Eligibility: In order to work in Ireland a non-EEA National, unless they are exempted, must hold a valid employment permit. Please review the Eligibility and requirements for an employment permit if you are unsure of your eligibility to apply for this vacancy.

Responsibilities

• Provide advanced Level 1/2 BAU (business-as-usual) support for Microsoft Dynamics 365 Customer Service, ensuring efficient resolution of user issues and platform incidents.
• Configuration and maintenance of D365 case management processes, business rules, workflows, SLAs, and user/team roles and permissions.
• Develop, update, and deliver user training programs, onboarding resources, and maintain end-user support documentation and knowledge articles.
• Collaborate with technical/project teams and other business stakeholders to address customer queries effectively.
• Proactively gather and relay structured customer/user feedback to improve service delivery and customer experience.
• Monitor ticketing queues and contribute to quality and compliance standards in line with data privacy/GDPR/security and any relevant legislation.
• Support and configure Dynamics 365 Customer Service (case management, workflow automation, SLAs, user roles) in a BAU capacity (4+ years in a support-focused role).

Key Experience / Competencies

• Proven experience supporting and configuring Dynamics 365 Customer Service (case management, workflow automation, SLAs, user roles): 4+ years in a support-focused BAU role.
• Strong technical understanding of case management and support workflows; ability to resolve complex D365 customer service issues.
• Experience handling customer queries in a technical/business application support environment, with ticket management, documentation, and knowledge base contribution.
• Excellent communication, collaboration, and structured problem-solving skills; able to liaise with non-technical end users and cross-functional teams.
• Continuous improvement mindset; experience gathering end-user feedback and participating in system/process enhancements.
• Experience delivering end-user training and onboarding; authoring user documentation, guides, FAQs, or SOPs.
• Experience administering user roles and permissions, maintaining data privacy, and ensuring compliance with public sector/civil service standards.

Additional Details

• This vacancy is suitable for Remote/Blended working
• Sector: information and communication

Career Level

• Experienced [Non-Managerial]

Candidate Requirements

Essential

• Minimum Experienced Required (Years): 4
• Minimum Qualification: No Qualification

Desirable

• Ability Skills: Skilled Trade(s), Technical IT
• Competency Skills: Time Management, Working on own Initiative