Summary
Avanade is growing, and we
seek
motivated
and
engaged
technology
people
to join our
Managed Services
team delivering
continuous value to our
client's businesses.
As a Dynamics 365
CRM
Support
Engineer
, you
bring
strong
customer engagement
functional
knowledge
and hands-on technical
experience to
our Shared Services team.
This is a hybrid role —
you'll
understand CRM business processes across Sales, Customer Service, Marketing and Field Service,
while also
being able
to investigate,
configure,
customise
and resolve technical issues
across Dynamics 365 Customer Engagement and the Power Platform.
You are energetic and passionate about
using
Dynamics 365
CRM
to solve
practical
business problems
and improve customer outcomes
.
You will
provide functional and technical support across active client environments, with a focus on
Dynamics 365 CRM, Dataverse, model-driven apps
and
Power Platform automation.
You will act as
a key
point of contact for
CRM
-related queries, configuration requests,
user issues,
integrations
and low-to-medium complexity
enhancements.
You must be an Australian citizen to
apply;
existing clearance will be viewed favourably.
Essential Functions:
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
.
Required Skills and Experience
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 robust analysis,
documentation
and client-facing support capability
Positive,
practical
and can-do approach
Experience working in a collaborative delivery or managed services environment
Appropriate Microsoft certifications
Work under general guidance and direction, but
operate
independently in own work with latitude for autonomous decision-making related to work process
Travel as needed.
You may
be required
to travel based on support demands.
Desired Skills:
Solid understanding of core CRM processes — lead to opportunity, account and contact management, case management, queues, SLAs, knowledge management, work
orders
and customer journeys
Demonstrated experience with Dynamics 365 CRM customisation, Dataverse configuration, Power Automate and model-driven app design
Hands-on experience with JavaScript/TypeScript, C# plugins, custom APIs, PCF
controls
or Power Platform components would be an advantage
Experience with Azure DevOps, solution deployment, environment
management
and ALM practices would be an advantage
Appropriate Microsoft Dynamics 365 and Power Platform certifications such as PL-200, PL-400, MB-210, MB-230, MB-
240
or MB-910
Preferred Work Experience:
5+ years of experience supporting Dynamics 365 CRM/Customer Engagement live environments
Accountabilities & Metrics:
Chargeability / Utilisation target
SLA adherence and ticket resolution rates within the Shared Services team
Professional goals
.

📌 Crm Support Finance And Technical (New South Wales)
🏢 Avanade
📍 New South Wales