Dynamics 365 Application Support Specialist
We are seeking a
Dynamics 365 Application Support Specialist
to provide advanced support and configuration services for a public sector client's
Case Management System (CMS)
, built on
Microsoft Dynamics 365 Customer Service
. This role is a new position within the department and represents an excellent opportunity to shape and improve customer service delivery through technology.
Location
* Based in
Dublin City Centre
or
Blanchardstown office
* Hybrid model
: Minimum
2 days onsite per week
, with occasional additional onsite requirements
Contract Details
* Start Date
: November 2025
* Duration
: 12 months
* Extension Options
: Up to 2 x 12 months
* Working Hours
: Full-time. Monday–Friday, between
08:00 – 19:00
Key Responsibilities
* Deliver
advanced Level 1/2 BAU support
for Microsoft Dynamics 365 Customer Service, ensuring timely issue resolution.
* Configure and maintain
case management processes, workflows, business rules, SLAs, user roles, and permissions
.
* Develop and deliver
training programs
for end users; maintain
support documentation
and
knowledge articles
.
* Collaborate with
technical teams and business stakeholders
to resolve queries effectively.
* Gather and provide structured
user feedback
to enhance system performance and service delivery.
* Monitor ticket queues and ensure compliance with
GDPR, data privacy, and security standards
.
Mandatory Requirements
* Experience
: Minimum
4+ years in a similar role
with hands-on Dynamics 365 support and configuration experience.
* Qualifications
:
* ICT or related degree (Level 6 or above) in Computer Science, Information Systems, or equivalent.
* At least one of the following certifications (or equivalent):
* MB-230
: Dynamics 365 Customer Service Functional Consultant Associate
* PL-200
: Power Platform Functional Consultant Associate
* English Language Proficiency
: Must be fluent; if not a native speaker, certification at
CEFR C2 Mastery/Proficiency
or equivalent is required.
Desirable Skills & Competencies
* Strong knowledge of
Dynamics 365 Customer Service
(case management, automation, SLAs, permissions).
* Proven ability to resolve
complex user issues
in a BAU support environment.
* Skilled in
ticket management, knowledge base contribution, and documentation
.
* Excellent
communication and collaboration
skills, with the ability to work across technical and business teams.
* Experience in
user adoption initiatives
, training delivery, and onboarding.
* Knowledge of
public sector compliance standards
, including GDPR and data governance.
* Certifications such as
Microsoft Power Platform Fundamentals
are an advantage.
This is a
unique opportunity to join a public sector client
and play a central role in ensuring the success of their Dynamics 365 Case Management System.
If you are a qualified candidate interested in this opportunity, please apply.