D365 Support Analyst

The Dynamics 365 Customer Engagement (CE) Support Analyst is responsible for ensuring the smooth operation, stability, and security of the organisation’s CRM platform. This role provides day‑to‑day technical and functional support, manages CE environments, and works closely with development, Dev Ops, and security teams to maintain a reliable and well‑governed system.

The position suits someone who enjoys problem‑solving, understands CRM architecture, and can balance hands‑on technical work with clear communication and structured documentation.

• Provide daily technical and functional support for Dynamics 365 CE, acting as the first point of escalation for system issues.
• Diagnose and resolve incidents related to performance, integrations, configuration, and user access.
• Monitor system health, logs, and performance metrics to identify and address issues proactively.
• Support end users by troubleshooting queries, guiding best practice usage, and ensuring smooth adoption of new features.
• Maintain and oversee all CE environments, including Development, Test, UAT, and Production.
• Coordinate and validate deployments, configuration changes, and solution imports.
• Ensure environments remain aligned, stable, and compliant with governance standards.
• Support data management activities such as imports, cleansing, and environment refreshes.

• Manage role‑based access, security roles, and permissions to ensure appropriate access control.
• Support compliance with data protection and governance frameworks.
• Apply patches, updates, and security enhancements in line with organisational policies.
• Work with Info Sec teams to maintain secure configurations and monitor potential risks.

• Assist with release management processes, including version control, deployment scheduling, and validation.
• Support CI/CD pipelines for CRM customisations and integrations.
• Collaborate with Dev Ops teams to maintain automated deployment processes and environment consistency.

• Produce clear documentation for configurations, deployments, troubleshooting steps, and environment structures.
• Maintain knowledge base articles to support internal teams and end users.
• Contribute to training sessions, demonstrations, and onboarding materials for new features or processes.

• Experience supporting and maintaining Dynamics 365 CE environments.
• Strong understanding of CE configuration, security roles, and system administration.
• Ability to troubleshoot CRM issues, including integrations, performance, and customisations.
• Familiarity with cloud environments and CRM governance principles.
• Experience with CI/CD tools such as Azure Dev Ops, Git Hub Actions, or similar.
• Strong analytical thinking and a structured approach to problem‑solving.
• Clear communication skills, with the ability to explain technical issues to non‑technical users.
• Knowledge of data governance and compliance frameworks.
• Experience with Power Platform tools (Power Automate, Power Apps).
• Understanding of API‑based integrations and middleware.
• Exposure to agile delivery environments.
• Experience with monitoring tools and diagnostic utilities.

• Methodical, organised, and detail‑oriented.
• Calm under pressure and comfortable handling incidents.
• Proactive in identifying risks, issues, and opportunities for improvement.
• Collaborative and able to work effectively with technical and business teams.
• Curious and committed to continuous learning within the Microsoft ecosystem.

• A central role in maintaining and improving a mission‑critical CRM platform.
• Opportunities to work with modern cloud technologies and Dev Ops practices.
• A varied workload across support, environment management, and technical operations.
• A supportive environment that values learning, problem‑solving, and continuous improvement.
• Clear pathways for professional development and Microsoft certification.