Microsoft Dynamics 365 2nd Level Support

The role of a 2nd Level Specialist for Microsoft Dynamics is to ensure the reliable operation of the Dynamics platform and efficiently resolve issues. By supporting end users and optimizing the system, this position significantly contributes to the efficiency and effectiveness of business processes.

Tasks:

• Analyzing and troubleshooting issues within Dynamics modules such as Finance, Supply Chain, Sales, or Customer Service.
• Documenting and categorizing incidents in the ticketing system
• Performing minor changes in Dynamics, such as configuring workflows, forms, or reports.
• Use of tools such as the Dynamics 365 Admin Centre, the Power Platform and Azure for troubleshooting.
• Management and customization of user roles, authorizations and security settings.
• Configuration of workflows, business rules and automations according to the company's requirements.
• Collaborate with business analysts and stakeholders to gather requirements and translate them into technical specifications.
• Debugging of Power Automate flows, Power Apps and plug-ins.
• Working closely with development, infrastructure and project teams.
• Liaising between technical teams and end users to clarify problems.
• Ensure that problems are resolved within the agreed Service Level Agreements (SLA).
• Detailed documentation of incidents, troubleshooting and solutions in ticket systems such as ServiceNow or Jira.
• Proven experience in 2nd Level Support, with a strong focus on analyzing, addressing, and resolving complex technical issues, as well as escalating cases to 3rd Level Support or development teams when necessary.

• Bachelor’s degree in Computer Science, Software Engineering, or a related field.
• Proven expertise with the PowerPlatform platform (highly preferred).
• In-depth knowledge of Dynamics 365 modules and the Power Platform.
• Familiarity with Azure services related to Dynamics 365 (e.g. Azure AD, Logic Apps).
• Knowledge of SQL and FetchXML for data retrieval.
• Experience with integration tools such as KingswaySoft or SSIS.
• Experience with task management, bug tracking, and wiki-based documentation tools, such as Azure DevOps, is essential.
• Analytical skills, with a strategic mindset.
• Strong problem-solving skills for translating business requirements into application logic and workflows.
• Effective collaboration in cross-functional, interdisciplinary teams.
• Knowledge of UX/UI principles and best practices.
• Excellent communication skills in both written and spoken English (>=B2).
• Fluency in German is a significant advantage. (>=A2)