Location: Dublin 1**Duration :Initial 12 months contract + 2 extensions of 12 months eachWorking Mode: At least 2 days a week onsite**Mandatory Requirement:Any ICT or Degree Qualification (Level 6 or above, such as computer science, information systems, business information systems)Relevant technical certification which should include at least one of the following:Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)Your ResponsibilitiesProvision of advanced Level 1/2 BAU (business-as-usual) support for Microsoft Dynamics 365 Customer Service, ensuring efficient resolution of user issues and platform incidents.Configuration and maintenance of D365 case management processes, business rules, workflows, SLAs, and user/team roles andExperience of developing, updating, and delivering user training programs, onboarding resources, and maintaining end-user support documentation and knowledgeCollaboration with technical/project teams, and other business stakeholders, to ensure customer queries are addressed effectivelyAbility to proactively gather and relay structured customer/user feedback to improve service delivery and customerMonitoring of ticketing queues and contributing to quality and compliance standards in line with data privacy/GDPR/security and any relevant legislationKey SkillsProven experience supporting and configuring Dynamics 365 Customer Service (case management, workflow automation, SLAs, user roles): 4+ years in a support-focused BAUStrong technical understanding of case management and support workflows, including experience resolving complex D365 customer service userExcellent communication, collaboration, and structured problem-solving skills: Ability to liaise with both non-technical end users and cross-functional technical/stakeholderContinuous improvement mindset: Experience gathering end- user feedback and participating in system/process enhancement or user adoptionExperience delivering end-user training and onboarding; authoring user documentation, guides, FAQs (frequently asked questions), or SOPs (standard operating procedures).Experience administering user roles and permissions, maintaining data privacy, and ensuring compliance with public sector/civil service standardsDemonstrated ability to handle customer queries in a technical/business application support environment, with evidence of effective ticket management, documentation, and knowledge baseEET7515 Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.eir evo talent, eir evo and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir evo talent, eir evo and our clients apply all relevant Data Protection laws when processing your Personal Data.If you choose to apply to this opportunity and share your CV or other personal information with eir evo talent, eir evo and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir evo talent and eir evo