D365 CE Support Analyst / Consultant

As a Dynamics 365 CE Support Analyst / Consultant, I will require you to perform the following main duties: - Provide customer support and issue resolution by delivering expert technical support for Dynamics 365 CE and related systems. You will handle and resolve escalated support tickets, ensuring accurate documentation and timely resolution, while acting as a contact for critical incidents and coordinating with cross-functional teams as necessary. - Offer consultancy and continuous improvement by supporting customers with business-as-usual (BAU) consultancy, enhancements, and change requests. You will assist in defining, scoping, and documenting customer requirements, conduct customer workshops and on-site visits, identify recurring issues, recommend process or product improvements, and maintain and update internal documentation, troubleshooting guides, and knowledge bases. - Engage stakeholders and report findings by collaborating with other departments to resolve systemic issues and improve overall service quality. You will provide feedback and insights to internal stakeholders on product performance and customer experience, as well as monitor and report on support KPIs, including customer satisfaction and resolution timelines. - Participate in mentoring and leadership by supporting and guiding other team members and promoting a culture of learning, collaboration, and continuous improvement within the team.