Dynamics 365 Application Support Specialist

Overview
Dynamics 365 Application Support Specialist — Full time | Test Triangle | Ireland
Posted On 22/09/2025
Job Information
Work Experience 4-5 years
Government & Public Sector
City Dublin 1
State/Province Dublin
D01
Job Description
Location:
Dublin, D01 (Hybrid: 2+ days per week onsite, with occasional extra onsite requirements)
Contract / Permanent
: 12 months (with up to 2 x 12-month extensions)
Startdate:
November 2025 or as soon as possible thereafter
Role:
The client maintains and delivers high-quality, stable, and secure IT systems to support its core business.
As part of its customer service strategy, the department is implementing a Case Management Solution (CMS) using Microsoft Dynamics 365 Customer Service to manage customer interactions and improve service delivery.
The
Dynamics 365 Application Support Specialist
will provide advanced technical support and configuration services for the Department's Dynamics 365 Case Management System (CMS).
The role will involve resolving escalated support cases, enhancing workflows, training users, and collaborating with technical and business stakeholders to improve customer service delivery.
Experience
Minimum 4+ years hands-on experience in Microsoft Dynamics 365 Customer Service support and configuration (case management, workflows, SLAs, permissions).
Education/Qualifications
ICT or related degree (Level 6 or above e.g., Computer Science, Information Systems).
Relevant Microsoft certifications, including at least one of:
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
Language
Fluency in English (native or certified C2 level).
Key Deliverables
Provision 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 and permissions.
Experience of developing, updating, and delivering user training programs, onboarding resources, and maintaining end-user support documentation and knowledge articles.
Collaboration with technical/project teams, and other business stakeholders, to ensure customer queries are addressed effectively.
Ability to proactively gather and relay structured customer/user feedback to improve service delivery.
Monitoring of ticketing queues and contributing to quality and compliance standards in line with data privacy/GDPR/security and any relevant legislation.
Requirements
KeyExperience/Competencies/Skillsets
Proven experience supporting and configuring Dynamics 365 Customer Service (case management, workflow automation, SLAs, user roles): 4+ years in a support-focused BAU role.
Strong technical understanding of case management and support workflows, including experience resolving complex D365 customer service user issues.
Demonstrated ability to handle customer queries in a technical/business application support environment, with evidence of effective ticket management, documentation, and knowledge base contribution.
Excellent communication, collaboration, and structured problem-solving skills: Ability to liaise with both non-technical end users and cross-functional technical/stakeholder teams.
Continuous improvement mindset: Experience gathering end-user feedback and participating in system/process enhancement or user adoption initiatives.
Experience delivering end-user training and onboarding; authoring user documentation, guides, FAQs, or SOPs.
Experience administering user roles and permissions, maintaining data privacy, and ensuring compliance with public sector/civil service standards.
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