Application Support Analyst (Dynamics 365)

Our client is seeking an Application & Systems Support Analyst to provide application support across a Microsoft-based enterprise environment.

The successful candidate will support Dynamics 365 CRM, Dynamics 365 Business Central, SharePoint Online, Microsoft 365, portals, and related business applications, working directly with users to troubleshoot issues, fulfill service requests, support upgrades, and continuously improve application reliability and user experience.

Location: Hybrid 2-3d hybrid Toronto

Responsibilities

• Provide day-to-day application support for Dynamics 365 CRM Customer Service, Dynamics 365 Business Central, SharePoint Online, and customer-facing portals.
• Log, categorize, prioritize, troubleshoot, and resolve application incidents and service requests.
• Investigate recurring issues and contribute to root-cause analysis and permanent solutions.
• Complete routine application configuration changes and minor system updates.
• Work with Dynamics entities, workflows, business processes, forms, and fields.
• Escalate complex issues to senior technical resources or external vendors when required.
• Participate in annual Dynamics 365 upgrade cycles.
• Maintain documentation for incidents, resolutions, processes, procedures, and user guides.
• Support knowledge-management initiatives and continuous improvement activities.
• Identify opportunities to improve application support processes and tools.
• Support projects and technology initiatives as assigned.
• Provide basic Level 1 support for meeting-room AV technology, including troubleshooting and coordination of repairs or escalations.
• Explore opportunities to use Copilot, AI agents, scripting, and automation to improve support and productivity.

Requirements

• 3+ years of experience providing technical/application support within a Microsoft environment.
• Hands-on support experience with Dynamics 365 CRM, SharePoint Online, Dynamics 365 Business Central, and Microsoft 365.
• Intermediate knowledge of Dynamics CRM, SharePoint Online, Azure Portal, and Microsoft 365.
• Experience working with Dynamics entities, workflows, business processes, forms, and fields.
• Strong incident-management, troubleshooting, and problem-solving capabilities.
• Experience documenting technical processes, procedures, resolutions, and user guides.
• Understanding of data privacy and security principles.
• Strong attention to detail and customer-service orientation.
• Effective written and verbal communication skills.
• Ability to work collaboratively while independently managing assigned incidents and requests.
• Experience with Copilot and AI agents is an asset.
• Python scripting, automation, or data-analysis experience is an asset.
• Microsoft Power Platform, Dynamics 365, and/or ITIL certifications are assets.
• Experience within financial services or another regulated environment is an asset.