Our Client is seeking a Tier II Application Support Analyst to support and maintain a Microsoft Dynamics 365 CRM environment. This role will serve as an escalation point for complex issues, support end users, assist with system configuration, and work closely with internal teams to ensure a high level of application performance and user satisfaction.

Responsibilities: Tier II Support:

• Troubleshoot and resolve escalated Dynamics 365 CRM issues
• Investigate application, configuration, and data-related problems
• Collaborate with support teams to improve issue resolution and reduce recurring incidents

Ticket Management:

• Own support tickets from investigation through resolution
• Provide timely updates and maintain accurate documentation
• Identify trends and recommend process improvements

System Support:

• Assist with system configuration and maintenance activities
• Validate fixes, enhancements, and updates from an end-user perspectiveOur Client
• Support functional testing efforts as needed

End User Support:

• Provide remote support and guidance to end users
• Assist with training and application best practices
• Deliver excellent customer service and communication

Documentation & Collaboration:

• Maintain knowledge base articles and support documentation
• Participate in team meetings and support reviews
• Follow established support processes and ticketing procedures