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