CRM Dynamics Support Analyst

CRM Dynamics Support Analyst 

Reporting Line:  Application support Lead

My Dublin based client is looking for a highly motivated CRM DYNAMICS SUPPORT ANALYST to join the existing support team in the IT Department. The successful candidate will have support experience and will be responsible for providing support to internal stakeholders. It is expected that candidate will provide system level support of multi-user operations systems, software tools, including configuration, maintenance and support of these systems. The support analyst will work closely with development team to ensure all release and technical documents are provided to support a successful customer care post go live. The support analyst will also work closely with Support lead to ensure all SLA/OLA requirements are achieved.

Responsible For:

• Responding to service calls
• Bug Fixing
• Highlight any anomalies with code deliveries and ensure a service ticket is opened.
• Assume full ownership and responsibility of all allocated support tickets ensuring they are dealt with promptly and professionally and satisfactorily concluded
• Ensure strict adherence to SLA when dealing with customer tickets/calls
• Work closely with the relevant stakeholders to ensure that the highest quality of technical support and consultancy is delivered to the customer at all times
• Work with other technical staff to ensure connectivity and compatibility between systems
• Work with vendors/partners to resolve complex problems
• Document relevant technical information on the internal SharePoint portal including system problems, problem resolution and knowledge base content
• Provide technical training to customers
• Maintain confidentiality with regards to the information being processed, stored or accessed.
• Other ad hoc duties as required

Skills & Experience:

• Minimum 1 – 3 years relevant experience from a similar role
• Previous client facing experience essential
• Appropriate level of competence in documented technical skills

• Dynamic CRM – configuration / deployment experience

• Relevant third level qualification in IT or Business
• Microsoft Dynamic CRM – 2011/ 2015 / 2016 / D365
• Microsoft Operating Systems
• Microsoft Applications Suite
• Standard Troubleshooting Procedures
• Specific specialty applications or services
• ITIL Framework

Not essential but desirable experience:

• Unit Testing Frameworks
• Windows Communication Foundation

Your Input:

• Good analytical skills
• Excellent verbal and written communication skills
• Good organizational skills
• Attention to detail
• Self-motivated
• Excellent problem solving & multitasking skills