[Hiring] MS CRM Support Analyst @TEKsystems

Role Description

The Microsoft Dynamics CRM Support Analyst provides first and second-level support for Microsoft Dynamics CRM and its integrated applications. This role serves as the primary point of contact for business users experiencing issues or requesting assistance through ServiceNow. The analyst is responsible for troubleshooting functional issues, maintaining system quality, supporting user adoption, documenting solutions, assigning user roles and partnering with technical teams to resolve more complex application defects.

Qualifications

• Associate's or Bachelor's degree in Information Systems, Business, Computer Science, or equivalent experience.
• 2-5 years supporting Microsoft Dynamics CRM or Dynamics 365.
• Experience supporting enterprise business applications.
• Experience using ServiceNow or similar ticketing platform.
• Strong troubleshooting and analytical skills.
• Excellent written and verbal communication skills.
• Strong customer service mindset.
• Ability to prioritize multiple requests in a fast-paced environment.

Requirements

• Serve as the primary Level 0-2 support resource for Microsoft Dynamics CRM.
• Monitor and manage incoming ServiceNow tickets according to defined SLAs.
• Triage incidents, service requests, and enhancement requests.
• Investigate root causes of recurring incidents.
• Maintain accurate documentation within ServiceNow.
• Categorize tickets appropriately.
• Resolve first-contact issues whenever possible.
• Escalate complex issues to Level 3 support, development teams, or vendors as appropriate.
• Communicate ticket status and resolution updates to business users.
• Provide excellent customer service to business users.
• Conduct one-on-one user assistance.
• Assist users with navigating the CRM application and following standardized business processes.
• Work with support teams to troubleshoot integrations between CRM and identify whether issues originate within CRM or another connected application before escalating.

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)