Dynamics 365 CRM Support – Finance, Technical

Avanade

Dynamics 365 CRM Support Engineer delivering functional and technical support for CRM applications. Focusing on improving customer outcomes and resolving issues across Dynamics 365 Customer Engagement.

Posted 7/8/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AzureJavaScript.NETTypeScript

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
Appropriate Microsoft certifications.

Benefits

Comp & perks

Health insurance
Professional development opportunities
Work-life balance
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRM Process ConfigurationCustom Workflow ActivitiesREST/OData ServicesData MigrationFunctional TestingIntegration PatternsBusiness Process FlowsSecurity Role ManagementAutomation OpportunitiesTest Plan Development

Soft Skills

Excellent CommunicationAnalytical SkillsClient-Facing SupportPositive AttitudeProblem-Solving

Certifications

Microsoft Certifications