Functional Support Engineer - MS Dynamics 365

Job Title : Functional Support Engineer MS Dynamics 365 CE

Experience : 6 to 8 Years

Location : Hyderabad / Bangalore

Work Mode : Hybrid (Rotational Shifts)

Job Summary :

Customer Service, Field Service, and Project Operations.

- Act as the first point of contact for end-users to resolve issues and provide best-in-class support.

- Collaborate with technical teams to troubleshoot, escalate, and resolve system bugs or configuration issues.

- Analyze business requirements and translate them into functional specifications for enhancements or customizations.

- Monitor system performance, user activity, and proactively identify improvement areas.

- Assist in configuration, testing, and deployment of changes in Dynamics 365 CE.

- Develop and maintain system documentation, user guides, and support materials.

- Deliver end-user training and workshops to increase system adoption and user proficiency.

- Work in rotational shifts to ensure seamless support coverage.

- Ensure timely and effective communication with stakeholders regarding incident status and

resolution.

Required Skills and Competencies :

- 68 years of hands-on experience with MS Dynamics 365 CE in a functional support role.

- In-depth understanding of core CE modules : Sales, Marketing, Customer Service, Field

Service, and Project Operations.

- Strong working knowledge of SQL Queries for data analysis and issue resolution.

- Experience with MS Dynamics CRM administration, dashboards, and reporting.

- Ability to liaise between technical and non-technical stakeholders.

- Strong troubleshooting and problem-solving skills.

- Excellent verbal and written communication skills.

- Experience in documenting functional requirements and use cases.

- Familiarity with ITIL or incident management processes is a plus.

Preferred Certifications (Optional but Desirable) :

- Microsoft Certified : Power Platform Functional Consultant Associate