Mempage Technologies Private Limited
Website:
mempagetech.com
Job details:
Job Summary
We are looking for a skilled and customer-oriented Microsoft Dynamics 365 Functional Support Analyst with at least 1 year of relevant experience in CRM application support. The candidate will be responsible for providing functional assistance, troubleshooting application issues, managing support tickets, and ensuring smooth day-to-day operations of Microsoft Dynamics 365 CRM.
The ideal candidate should have a good understanding of Dynamics 365 CRM functionalities, hands-on experience with Jira or similar ticketing tools, and excellent verbal and written communication skills.
Key Responsibilities
- Provide functional and application support for Microsoft Dynamics 365 CRM.
- Understand user requirements and assist users with CRM-related queries and issues.
- Troubleshoot functional issues related to Dynamics 365 modules, configurations, workflows, and user access.
- Manage incidents, service requests, and support tickets using Jira.
- Monitor ticket progress, prioritize issues, and ensure timely resolution as per defined SLAs.
- Coordinate with development and technical teams for complex issue resolution.
- Perform initial root cause analysis and identify recurring application issues.
- Maintain proper documentation of issues, resolutions, and support procedures.
- Assist in user acceptance testing (UAT) and validate application fixes and enhancements.
- Communicate regularly with clients and stakeholders regarding issue status and resolution.
Required Skills & Qualifications
- Minimum 1+ year of experience in Microsoft Dynamics 365 CRM or functional/application support.
- Good understanding of Microsoft Dynamics 365 CRM modules, preferably Customer Service or Sales.
- Hands-on experience with Jira for ticket management and incident tracking.
- Understanding of incident management, service requests, ticket prioritization, and SLA monitoring.
- Knowledge of CRM configurations, workflows, forms, views, and business rules.
- Excellent verbal and written communication skills.
- Strong analytical, troubleshooting, and problem-solving abilities.
- Ability to interact professionally with clients and technical teams.
- Good documentation and stakeholder management skills.
Good-to-Have Skills
- Basic knowledge of Microsoft Power Platform (Power Apps and Power Automate).
- Familiarity with Microsoft Dataverse and security roles.
- Basic understanding of SQL and REST APIs.
- Knowledge of ITIL concepts and IT service management processes.
- Experience with UAT, regression testing, and application enhancements.
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