Website:
itfirm.co.za
Job details:
Job Summary
We are seeking an experienced Microsoft Dynamics 365 (CRM) Functional Support Specialist with strong expertise in Customer Service, Sales, and Customer Insights (CI) Data/Journeys. The ideal candidate will be responsible for supporting, configuring, troubleshooting, and optimizing Dynamics 365 CRM solutions while collaborating with business and IT stakeholders to ensure smooth operations and continuous improvements.
Key Responsibilities
- Provide functional support for Microsoft Dynamics 365 CRM applications.
- Configure and maintain CRM components including forms, views, dashboards, business rules, security roles, queues, and case management processes.
- Support Customer Service, Sales, and CI Data/Journeys functionalities.
- Perform data corrections and maintenance using Excel import/export, advanced search, and basic Dataverse queries.
- Troubleshoot issues related to CRM functionality, integrations, and workflows.
- Coordinate with technical teams to triage and escalate integration issues involving Azure and third-party systems.
- Manage incidents, service requests, and enhancements through tools such as ServiceNow, Jira, or Azure DevOps.
- Collaborate with business users to gather requirements, provide solutions, and ensure user satisfaction.
- Prepare documentation, knowledge articles, and support guides as required.
- Participate in system testing, release validation, and continuous improvement initiatives.
Required Skills & Experience
- 5+ years of experience in Microsoft Dynamics 365 (CRM) functional support.
- Strong understanding of Dynamics 365 Customer Service and Sales modules.
- Experience with Customer Insights (CI) Data/Journeys concepts.
- Hands-on expertise in CRM configuration :
- Forms
- Views
- Business Rules
- Security Roles
- Data Models
- Queues
- Case Management
- Knowledge of Dataverse and experience performing data fixes and data management activities.
- Familiarity with ITSM and project management tools such as ServiceNow, Jira, or Azure DevOps.
- Understanding of Azure integrations and third-party system connectivity.
- Excellent analytical, troubleshooting, and communication skills.
- Ability to effectively interact with both business and technical stakeholders.
Preferred Qualifications
- Microsoft Dynamics 365 certifications are a plus.
- Experience working in enterprise support environments.
- Understanding of CRM best practices and support processes.
(ref:hirist.tech)
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