Senior Support Analyst, Dynamics 365

ROLE DESCRIPTION SUMMARY

The senior Support Analyst is responsible for supporting the CRM Delivery Users, focused on the Microsoft Dynamics 365 environment. The incumbent will play an important role in our common CRM platform supporting new, common processes across the SES community. 

This is a technical support role. The incumbent will be responsible for delivering high quality support and on Microsoft Dynamics 365, Microsoft Azure, and other peripheral applications supporting the Marketing, Commercial Operations, Sales, and SES Global Services teams. The technical competencies are critical, but understanding of the business processes supported, challenging design and approach are key for this team which is aligned very closely with the business units supported. This is a implementation of Microsoft Dynamics 365 for Customer Sales in the cloud. This solution is highly integrated via web services, to applications both in the cloud and on premises. A good understanding of the interfacing technology is critical to many of the functional enhancements you will be supporting.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Actively participate in AGILE ceremonies (Standups, Retrospectives, etc.) ensuring proactive communication about challenges and opportunities as they arise.
• Actively work with Service now and Azure DevOps ensuring the Incidents and user stories are controlled and prioritized in timely manner.
• Ensure SES KPI`s for supporting are met and focus on customer satisfaction is a mandatory focus. 
  • Maintain a service-oriented attitude:
  • Provide excellent service to our system users, product owners and scrum masters 
  • Provide excellent service to our colleagues and customers by troubleshooting, providing workarounds and prioritizing bugs that cannot be treated by Level 1 support.
• Keep an open mind and take on development tasks outside of Dynamics 365 supporting our commer-cial application eco-system. Much of this is becoming Azure, and most will be directly related to Dynamics 365 including Power Apps and flows. Some may outside of the Microsoft environment. 
• End to end view of application interfaces including support and understanding of Mulesoft API’s
• Assist and help Junior support team members and other members of the team.
• Support BPP (Business Process Procedure) Generation Create and execute test scripts, working with developers to have them automated in the selenium framework.
• Act on the First and Second Level Support as the IT main point of contact for having the incidents solved. 
• Create and Report on Support related KPI`s such as incident aging, communicating directly to our business stakeholders. 
• Gather feedback from end users about system issues, performance Keep abreast of technology trends and developments. 
• Ensure all technical documentation related to developments or implementations you support is well maintained. 
• Work with the BPO’s on identifying appropriate training needs, supporting the process as needed Actively engage in, and promote the AGILE delivery principals.

COMPETENCIES

▪   Excellent analytical and problem-solving skills
▪   Mindset focused on helping others to succeed\mentoring (there will be more junior members joining over time)
▪   Ability to work autonomously as well in collaboration with other members of the team with minimal supervision with a commitment to KPI`s 
▪   Service and customer-centric mindset 
▪   Proactively identifies ways to contribute to the team and wider SES goals. Shows the ability to motivate self, complete tasks and achieve goals.
▪   Accountability: holds self and others accountable for individual and team results. Accepts responsibility for mistakes. Uses resources in an efficient way. Shows honesty and truthfulness.
▪   Excellent communication and presentation skills, both in writing and verbal. Able to communicate written and verbally with proficiency and able to explain problems to developers as well to the end users with the proper narrative and level of detail to make them understanding.
▪   Ability to understand business requirements and work towards solutions.
▪   Openness for new technologies, ability to learn them quickly, and readiness for change.

QUALIFICATIONS & EXPERIENCE

• Bachelor’s degree in computer science, Engineering, or Information Technology 
• Minimum 5 years development/ support experience, preferably on the Microsoft .net stack, java script and preferably in the business applications (Other CRM\ERP’s are fine)
• Preferably 5 years or experience developing Microsoft Dynamics CRM, preferably with the latter years on the cloud platform.
  • Customization and form scripting
  • Administration/security role configuration
  • Plugin and workflow
  • Business Process Flow
  • Sitemap and ribbon
  • Power apps and flows
  • Azure Based Integrations (Azure Functions and Azure Logic Apps)
  • Emphasis on Marketing and Sales app
• Dynamics CRM\Dynamics 365 certifications such as MB2-716 or other similar titles are consid-ered a plus.
• Open to learning additional development platforms including Mulesoft, and others as needed.
• Fluency in English mandatory, with any other languages being considered as an asset (Especial-ly French or Portuguese)
• Willingness to travel internationally.