Dynamics 365 CRM Administrator / Functional Application Support Analyst
Location: Columbia, MD (Hybrid Preferred | Remote Candidates Considered)
Duration: 8+ Month Contract with Potential Extension
Schedule: Monday-Friday, Standard Business Hours
Compensation: Depends on experience, reference range $40 to $48 per hour W-2
Dynamics 365 Sales experience required. Dynamics Field Service and Power Platform experience are a
NOTE: This position is focused on CRM administration, user support, security management, troubleshooting, data maintenance, and business process support. This is NOT a software development or customization role.
POSITION OVERVIEW
We are seeking a Dynamics 365 CRM Administrator / Functional Application Support Analyst to provide day-to-day support and administration for Dynamics CRM Sales and Dynamics Field Service environments.
This individual will have the ability to support and troubleshoot existing Power Automate flows and Power Apps. Development of new solutions is not a primary responsibility.
This role does not require C#, JavaScript, plugin development, custom workflow development, or software engineering experience.
Success in this role will be measured by ticket resolution, user satisfaction, data quality, and CRM system adoption.
KEY RESPONSIBILITIES
Dynamics CRM Administration
- Administer and support Microsoft Dynamics CRM Sales and Dynamics Field Service environments.
- Manage user accounts, security roles, permissions, and access requests.
- Configure and maintain system settings to support business operations.
User Support & Ticket Resolution
- Provide Tier 2 application support for internal business users.
- Troubleshoot and resolve system issues, incidents, and service requests.
- Analyze support tickets and determine appropriate resolution paths.
- Escalate complex technical issues to implementation partners or senior technical resources as needed.
- Maintain a high level of customer satisfaction through responsive and professional support.
Business Process Support
- Support sales, service, and operational business processes within Dynamics.
- Understand and troubleshoot workflows related to quotes, orders, invoices, and customer data.
- Collaborate with business stakeholders to identify improvement opportunities.
- Assist with user training and knowledge sharing when needed.
Documentation & Continuous Improvement
- Document support procedures, troubleshooting steps, and system configurations.
- Participate in knowledge transfer activities and maintain support documentation.
- Contribute to process improvements that increase efficiency and enhance user experience.
REQUIRED QUALIFICATIONS
- 3+ years of experience supporting Microsoft Dynamics CRM or Dynamics 365 environments.
- Experience administering Dynamics Sales (Customer Engagement).
- Strong understanding of user management, security roles, and access controls.
- User onboarding/offboarding
- Security role management
- Ticket resolution
- Data imports
- User training
- Configuration changes
- Application support
- Business process troubleshooting
- Experience handling support tickets, troubleshooting issues, and supporting end users.
- Strong customer service orientation and ability to work effectively with non-technical users.
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