- Location
- Sydney, International House, 3 Sussex St, Australia · Brisbane, 10 Eagle Street · Melbourne, 161 Collins Street, Level 5
- Workplace
- Hybrid
- Type
- Full-time
- Department
- IT
- Experience
- 5+ years
- Source
- Workday
Description
Summary
Avanade is growing, and we seek motivated and engaged technology people to join our Managed Services team delivering continuous value to our client’s businesses.
As a Dynamics 365 CRM Support Engineer, you bring strong customer engagement functional knowledge and hands-on technical experience to our Shared Services team. This is a hybrid role — you’ll understand CRM business processes across Sales, Customer Service, Marketing and Field Service, while also being able to investigate, configure, customise and resolve technical issues across Dynamics 365 Customer Engagement and the Power Platform. You are energetic and passionate about using Dynamics 365 CRM to solve practical business problems and improve customer outcomes.
You will provide functional and technical support across active client environments, with a focus on Dynamics 365 CRM, Dataverse, model-driven apps and Power Platform automation. You will act as a key point of contact for CRM-related queries, configuration requests, user issues, integrations and low-to-medium complexity enhancements.
You must be an Australian citizen to apply; existing clearance will be viewed favourably.
Essential Functions:
Provide day-to-day functional support for Dynamics 365 CRM applications, including Sales, Customer Service, Field Service, Marketing/Customer Insights and related Power Platform components
Analyse client issues and requests, translating them into functional specifications, configuration changes, automation opportunities or development requirements
Configure and support CRM processes across leads, opportunities, accounts, contacts, cases, queues, SLAs, knowledge management, work orders and customer journeys
Prepare and maintain functional design documentation, technical notes, test scripts, release notes and support runbooks
Facilitate workshops and triage sessions with clients to diagnose issues, confirm requirements and drive practical decisions
Support data migration, data quality, duplicate detection, security role changes and Dataverse configuration activities
Conduct functional and technical testing of configuration changes, customisations, integrations, patches and release items during sprint and release cycles
Manage and prioritise support tickets, ensuring timely resolution aligned to SLA commitments
Contribute to knowledge base articles and shared services documentation to improve team efficiency
Support SIT, end-user training, UAT, release readiness and go-live activities
Facilitate functional sessions and support status meetings with clients
Own service deliverables including documentation, test plans and support artefacts, taking personal ownership of deliverables and outcomes
.
Required Skills and Experience
Experience supporting Dynamics 365 CRM/Customer Engagement live environments
Strong understanding of CRM processes across sales, customer service, field service and marketing/customer engagement
Hands-on experience configuring Dataverse tables, columns, relationships, forms, views, dashboards, business rules, business process flows and security roles
Ability to develop and maintain low-to-medium complexity customisations using JavaScript/TypeScript, Power Automate, plugins, custom workflow activities or custom APIs
Experience with C#/.NET, Dataverse Web API, REST/OData services and integration patterns
Support integrations between Dynamics 365 CRM and third-party systems using APIs, connectors and Azure Integration Services such as Logic Apps, Azure Functions or Azure Service Bus
Experience using Azure DevOps for backlog management, work items, testing, releases or deployment tracking
Familiarity with solution management, environment strategy, ALM and deployment practices across Dynamics 365 and Power Platform
Perform basic troubleshooting across data, security, workflows, automation, integrations and performance issues
Excellent communication skills, with strong analysis, documentation and client-facing support capability
Positive, practical and can-do approach
Experience working in a collaborative delivery or managed services environment
Appropriate Microsoft certifications
Work under general guidance and direction, but operate independently in own work with latitude for autonomous decision-making related to work process
Travel as needed. You may be required to travel based on support demands.
Desired Skills:
Solid understanding of core CRM processes — lead to opportunity, account and contact management, case management, queues, SLAs, knowledge management, work orders and customer journeys
Demonstrated experience with Dynamics 365 CRM customisation, Dataverse configuration, Power Automate and model-driven app design
Hands-on experience with JavaScript/TypeScript, C# plugins, custom APIs, PCF controls or Power Platform components would be an advantage
Experience with Azure DevOps, solution deployment, environment management and ALM practices would be an advantage
Appropriate Microsoft Dynamics 365 and Power Platform certifications such as PL-200, PL-400, MB-210, MB-230, MB-240 or MB-910
Preferred Work Experience:
5+ years of experience supporting Dynamics 365 CRM/Customer Engagement live environments
Accountabilities & Metrics:
Chargeability / Utilisation target
SLA adherence and ticket resolution rates within the Shared Services team
Professional goals
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