CRM Support Analyst, Dynamics 365 Jr/Mid-level
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Job Description
Support Analyst at Stefanini assisting CRM users with technical troubleshooting and incident resolution for Microsoft Dynamics 365. Involved in automations and teamwork across squads for effective operations.
Responsibilities:
- Provide support and assistance to CRM users (Sales and Customer Relationship)
- Log, classify, and prioritize support tickets
- Diagnose and resolve low- and medium-complexity incidents
- Identify root causes of recurring issues
- Perform adjustments and configurations in Microsoft Dynamics 365
- Create and maintain simple automations (Power Automate / Business Rules)
- Monitor and support troubleshooting of CRM integrations
- Work on data corrections and reprocessing
- Identify, classify, and address incidents of unavailability or performance degradation
- Lead crisis rooms (war rooms)
- Rapidly mobilize necessary teams (squads, integration, infrastructure, vendors)
- Communicate status and impact to stakeholders
- Support root cause analyses and prevention plans
- Escalate requests that require development or involve high complexity
- Ensure delivery of clear, structured diagnostics
- Act as a bridge between business and technology
- Create and maintain a knowledge base
- Document solutions and standards
- Support user training when necessary
Requirements:
- Experience supporting corporate systems (Level 1 / Level 2)
- Experience with CRM (preferably Microsoft Dynamics 365)
- Knowledge of system configuration and parameterization
- User and permissions management
- Functional and technical troubleshooting
- Experience with Power Platform: Power Automate (desirable), Business Rules
- Basic understanding of system integrations
- Familiarity with service management processes (ITIL is a plus)
- Nice-to-haves:
- Experience with Microsoft Dynamics 365 (Sales, Customer Service, Field Service, or Customer Insights / Journeys)
- Experience in incident management or war rooms
- Experience working in agile environments (squads)
- Knowledge of sales or customer relationship processes
- Experience with continuous improvement and process automation
Benefits:
- Meal allowance or meal voucher
- Discounts on courses, universities, and language institutions
- Stefanini Academy — platform with free, up-to-date online courses with certificates
- Mentoring
- Benefits club for medical consultations and exams
- Medical insurance
- Dental insurance
- Discounts and perks club at top establishments
- Travel club
- Pet care plan
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