JOB SUMMARY

A Dynamics 365 Support Specialist acts as the primary contact for resolving user issues, focusing on troubleshooting application errors, configuring basic system settings (forms, views, workflows), managing user access, and maintaining documentation. This role ensures high user satisfaction via timely ticket resolution. The ideal candidate brings strong knowledge of application navigation, integration monitoring, and data mapping, along with excellent communication and problem-solving skills.

ESSENTIAL JOB FUNCTIONS

Provide day-to-day application support for Dynamics 365 applications (i.e. Business Central, D365 Field Service) in conjunction with our third-party vendors
Collaborate with technical teams, both internal and external third party, for environment enhancements and version updates when needed.
Manage and resolve system issues impacting business operations within the environment, escalating as needed.
Work with leadership to log and escalate issues, coordinate releases, and progress enhancements through to completion, maintaining clear ways of working.
Assist in developing and maintaining user and support documentation, including processes, procedures, and troubleshooting guides.
Monitor, identify and resolve system performance bottlenecks, integration failures, and data flow issues, and make recommendations to leadership for optimization.
Support compliance and audits by maintaining evidence and controls, and documentation relating to application access, changes, and operational processes.
This job description is not designed to cover or contain a comprehensive listing of the required activities, duties, or responsibilities of the team member. Duties, obligations, and activities may change, or new ones may be assigned at any time with or without notice.

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

LEADERSHIP COMPETENCY MODEL

This role requires the demonstration of the following competencies:

KNOWLEDGE, SKILLS, AND ABILITIES

Understanding of system integrations (APIs, connectors, SFTP) and data mappings
Familiarity with Power Platforms (Power Automate, Dataverse)
Strong analytical and troubleshooting capabilities
Excellent communication skills and strong customer relationship management
Ability to map data tables from multiple system sources
Ability to navigate Advanced proficiency (knowledge) with Microsoft Office 365.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

In office environment

Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times

PLANNED BUSINESS TRAVEL

This job requires no planned business travel.

EDUCATION AND EXPERIENCE

High School diploma or equivalent is required. Associate or bachelor’s degree, preferred.
Combined experience in application or system support in Microsoft Dynamics Business Central and/or D365 Field Service practices of 4 or more years with education is desirable.
Previous experience with SQL or data query tools
Familiarity with IT service management practices

EEO STATEMENT

DuraServ is an equal-opportunity employer. We prohibit discrimination and afford equal employment opportunities to team members and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

Our EEO policy applies to all aspects of the relationship between DuraServ and its team members, including recruitment, employment, promotion, transfer, training, working conditions, compensation, benefits, and application of policies.

NOTICE TO EXTERNAL RECRUITING AGENCIES & SEARCH FIRMS

DuraServ LLC and its affiliate businesses do not accept unsolicited resumes or candidate profiles from external recruiting/staffing agencies or search firms.

Any resume or candidate information submitted to any DuraServ employee — without a fully executed, written search agreement in place with DuraServ's Talent Management team — will be deemed the property of DuraServ LLC. No placement fee will be owed or paid, now or in the future, regardless of whether the candidate is subsequently hired.

Agencies seeking to be considered as an authorized vendor must have a current, countersigned agreement with DuraServ LLC prior to submitting any candidates. Agencies should not contact hiring managers, regional leadership, or any other DuraServ LLC employee directly.

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