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Dynamics 365 Application Support Specialist

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    Company Details Confidential
  • Image for Job Ref
    Ref: #JOB-2413194
  • Image for Location
    Co. Dublin,
  • Image Position
    No of positions: 1
  • Image Part Time
    Paid Position
  • Image Hours per week
    40 hours per week
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    Negotiable
  • Image for Published
    Published On: 23 Sep 2025
  • Image for Closing
    Closing On: 21 Oct 2025

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Location: Dublin, D01 (Hybrid)
Contract / Permanent: 12 months (with further extensions)
Start date: November 2025 or ASAP
Minimum Requirements (Essential – Pass/Fail)
Experience: Minimum 4+ years hands-on experience in Microsoft Dynamics 365 Customer Service support and configuration (case management, workflows, SLAs, permissions).
Education/Qualifications:
ICT or related degree (Level 6 or above e.g., Computer Science, Information Systems).
Relevant Microsoft certifications, including at least one of:
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
Language: Fluency in English (native or certified C2 level).
Key Deliverable: 
Provision of advanced Level 1/2 BAU (business-as-usual) support for Microsoft Dynamics 365 Customer Service, ensuring efficient resolution of user issues and platform incidents.
Configuration and maintenance of D365 case management processes, business rules, workflows, SLAs, and user/team roles and permissions.
Experience of developing, updating, and delivering user training programs, onboarding resources, and maintaining end-user support documentation and knowledge articles.
Collaboration with technical/project teams, and other business stakeholders, to ensure customer queries are addressed effectively
Ability to proactively gather and relay structured customer/user feedback to improve service delivery and
customer experience.
Monitoring of ticketing queues and contributing to quality and compliance standards in line with data privacy/GDPR/security and any relevant legislation.

Key Experience/Competencies/Skillsets:
·         Proven experience supporting and configuring Dynamics 365 Customer Service (case management, workflow automation, SLAs, user roles): 4+ years in a support-focused BAU role.

·         Strong technical understanding of case management and support workflows, including experience resolving complex D365 customer service user issues.

·         Demonstrated ability to handle customer queries in a technical/business application support environment, with evidence of effective ticket management, documentation, and knowledge base contribution

·         Excellent communication, collaboration, and structured problem-solving skills: Ability to liaise with both non-technical end users and cross-functional technical/stakeholder teams.

·         Continuous improvement mindset: Experience gathering enduser feedback and participating in system/process enhancement or user adoption initiatives.

·         Experience delivering end-user training and onboarding; authoring user documentation, guides, FAQs (frequently asked questions), or SOPs (standard operating procedures).

·         Experience administering user roles and permissions, maintaining data privacy, and ensuring compliance with public sector/civil service standards
  • This vacancy is suitable for Remote/Blended working
  • Sector:

Career Level

  • Experienced [Non-Managerial]

Candidate Requirements

Essential Desirable

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