Job Scope:
Support and Maintenance:

• Address any queries about the application / issues from the users.
• Provide technical support for MS Dynamics 365 applications, troubleshoot, root cause analysis, and resolve complex issues to ensure system stability and performance.
• Coordinate with the business users / stakeholders to conduct user acceptance testing (UAT) for the bug resolved before deployments.
• Ensure issues are resolved with quality resolution within the stipulated service level agreement (SLA).
• Monitor system performance, jobs, and logs and highlight / address any abnormality.
• Maintenance of common libraries such as upgrading common libraries.
• Follow up on any security findings and provide fixes based on the inputs from security team.
• Handle activity queries such as data extraction requests, triage the queries from users, and data patching requests.
• Attend deployment management meeting to get incidents' deployment approval.
• Abide to change management process (i.e., deployment) for updates / fixes / solutions to be deployed in each environment.
• Update incident ticket details, status, and upload artifacts in a timely manner.
• Escalate defects caused by other dependencies such as SMEs, third parties, and vendors for support.
• Update and deliver configuration and design documentations if needed.
• Ad hoc support outside office hours.

Handling of Service Requests:

• Analyze, design, present, develop and implement solutions that meets the needs of users and ensuring scalability and stability.
• Customize and configure MS Dynamics 365 applications to align with business processes, including the creation of custom entities, workflows, and plugins.
• Develop and maintain integrations between MS Dynamics 365 and other systems using Azure Integration Services, including Azure Functions, Logic Apps, and API Management.
• Conduct unit testing for the feature build.
• Coordinate with users for the test cases. Users to provide the test scenarios / test cases for UAT.
• Fix any issues raised during system integration testing and user acceptance testing.
• Conduct impact analysis assessment, estimation, document the technical design.

Collaboration:

• Collaborate with cross-domain technical developers, leads, and infrastructure team to address problems caused by other domains / infrastructure network.
• Collaborate with the organization's business users.
• Team player and provide guidance to the team.

Job Qualifications:

• Degree in Information Technology or equivalent.
• 5 years of experience in Microsoft Dynamics 365 modules e.g. Service App.
• Proficiency in MS Dynamics 365, Power Platform, Microsoft Azure (such as Azure Functions, Logic Apps, and API Management).
• Experience using Azure DevOps.
• Understanding of MS Dynamics 365 architecture and functionalities.
• Knowledge of MS Dynamics 365 configuration, customization, deployment, and administration.
• Experience with CRM administration, custom workflows, plugins, web resources, form / fields customizations.
• Programming skills using C#, Javascript, HTML.
• Good communication and collaboration skills.
• Excellent analytical and problem-solving skills. Ability to perform root cause analysis and resolve complex issues.
• Ability to understand business requirements and translate into design.
• Ability to work independently and as part of team.
• Experience with integration technologies and tools.

Bernice Mae Nocum Rallonza EA License No.: 02C3423 Personnel Registration No.: R1442141

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