Senior Engineer — Dynamics 365 Support

What Success Looks Like in This Role

The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model, performing structured troubleshooting, pattern recognition across incidents, and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents, mentors junior engineers, and actively contributes to continuous improvement of SOPs, automation, and support processes.

Microsoft Dynamics 365 (Commerce / CRM / Case Management) — 5–8 Years

• 5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a good functional understanding across modules
• Investigates issues in data, workflows, and permissions beyond surface-level symptoms
• Understands data dependencies across systems and how changes ripple through integrations
• Identifies integration-related issues at a symptom level and scopes them for deeper investigation
• Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation
• Mentors Associate Engineers and Engineers on platform navigation and issue triage

Troubleshooting & Diagnostic Capability — 5–8 Years

• Performs structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
• Recognizes patterns across incidents to flag recurring or systemic problems
• Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
• Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
• Continues to refine and expand SOPs based on newly diagnosed issues

Incident Coordination / Tiered Support — 5–8 Years

• 5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
• Owns complex, semi-technical and technical incidents that require deep platform knowledge
• Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs

ServiceNow & Incident Management — 5–8 Years

• Performs correct triage, prioritization, and routing of incidents across the support model
• Ensures full documentation of incidents, including reproduction steps, logs, and business impact
• Communicates incident status and resolution effectively with stakeholders
• 5+ years of hands-on ownership of the ServiceNow incident lifecycle, including quality assurance of tickets raised by junior team members

Cloud & Environment Awareness (Azure) — 3–5 Years

• Performs validations across PROD / ACC / TEST (and additional) environments with minimal guidance
• Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration

Knowledge Management (Confluence & Jira) — 5+ Years

• Creates clear, high-quality SOPs with detailed steps, screenshots, and instructions for the wider team
• Updates the KB proactively based on new or recurring incidents
• Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks

Soft Skills & Ways of Working — 5–8 Years

• Communicates confidently with stakeholders, including OpCos and cross-functional teams, on incident status and platform issues
• Manages own workload and priorities across multiple concurrent incidents
• Shows clear ownership of tasks from intake through resolution
• Actively supports and coaches less experienced engineers

Ownership & Impact — 5–8 Years

• End-to-end ownership of tickets, from intake through resolution and documentation
• Visible contribution to reducing repeat incidents and improving support quality over time

Required Qualifications

• BA/BS degree and 4–6 years' relevant experience OR equivalent combination of education and experience
• ITIL Foundation (v4 or v5)

Nice to Have

Technical Breadth

• Microsoft Dynamics 365
• Azure
• SAP / integration platforms
• Automation & Continuous Improvement
• Power Automate (JavaScript)
• Prompt engineering / coding
• Continual improvement and awareness of market best practices for this level of vendor-delivered service support, including recommended automations and leveraging AI agents for efficiencies

Certifications

• ITIL Intermediate
• PRINCE2 Agile / PRINCE2

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