CRM and Power Platform Support Lead

Role Purpose

Do you thrive in providing excellent client focused services? Do you have an appreciation for going beyond meeting your client’s basic needs?

If so, our Application Support Team have an exciting opportunity for you to take a dynamic lead in ensuring our existing D365 CRM and Power Platform Apps are giving our clients stability and delivering small changes to allow the business to grow and adapt with the technology they use each day.

The support lead will be responsible for the day-to-day management of a team of support staff that will address bugs, delivery of small change as well applying your own technical capability to assist. You will act as a consultant to the development and architecture teams to deliver major changes that are more strategic, but require your expertise and practical input. Your duties will also include working with your business partners to identify opportunities for automating inefficient processes, and giving guidance and direction to your technical team. Governance of the platforms ensuring they are in line with policy and standards will be key. Enhancing the monitoring services to allow proactive alerting of issues to contain business impact will be a key deliverable.

This is an exciting opportunity to enhance your existing technical skills and experience working with the latest technologies, including the in-demand Microsoft Power Apps and Power Automate, as well as other solutions and bespoke developed application’s, all of which will further develop your professional skill set.

If this sounds interesting, keep on reading. We would love to welcome you to our team!

• Team Management - Oversee the day to day management of the support team, ensuring tickets are addressed within SLA. Dealing with escalations and helping to prioritise work where conflicts appear.
• Platform Maintenance – ensure the configuration, optimisation, and administration of the platforms are kept up to date with the latest service packs, ensuring they are tested and signed off, exploiting enhancements where possible. Making sure the platforms are safe and secure.
• Development – Scope requirements, implement and enforce best practices aligned with the Agile framework to create new service areas, and configure workflows and automation rules for process efficiencies.
• Incident and Problem Management – Implement and monitor robust incident and problem management practices, ensuring our teams have an effective response to cyber security issues, and minimising service disruptions.
• Monitoring - Apply monitoring to detect issues proactively before the user is aware of any impact.
• Change Management - Coordinate change management processes to manage risks associated with updates and modifications, enhancing the security posture and compliance.
• Process Improvement – Identify opportunities for process enhancement within the platform, applying best practices to boost operational efficiency, service quality, and end-user satisfaction and also conduct regular assessments for optimisation.
• Service Catalogue & Asset Management – Maintain and update the service catalogue and asset inventory, ensuring alignment with security requirements and business priorities.
• Audit – continuous audit of processes, user groups & permissions, system stability and performance, including SLA monitoring and review and audit system logs and general user activity.
• Integrations – Implement and configure integrations with other business tools using API’s/Webhooks/Plugins.
• Collaboration – Work with cross-functional teams including security operations and other business units to facilitate effective communication and align IT service delivery with strategic goals.
• Documentation and Reporting – Create and maintain detailed documentation for all processes and produce regular performance and compliance reports and develop the ITSM Knowledge Base. Develop custom reports and dashboards to support business decision-making.
• User Support and Training – Provide training and support to users of the solutions, fostering a culture of self-service and knowledge-sharing.

Essential skills required:

• Over 5 years of team management skills.
• Proven and demonstratable experience administrating Microsoft Dynamics 365 and developing applications
• MS Dynamics 365 certification, or the ability to demonstrate a wide programming skill set in the configuration and deployment of D365 cloud services
• Proven experience of Power Platform apps, including Data Flow structures.
• Experience working on dynamic, agile teams with the ability to deliver on multiple workstreams
• Experience integrating third-party applications with Dynamics 365 apps
• A good understanding of the Microsoft 365 roadmap, and the ability to evaluate the applicability for business productivity solutions
• Automation using model-driven and canvas apps
• Understanding of security principles and practices ensuring confidentiality, integrity, and availability of data and D365 services and Power Platforms
• Strong attention to detail and excellent customer service orientation
• Experience with integrations and migration paths from on-prem solutions to Microsoft 365
• Ability to manage workload with Azure DevOps and automate testing and releases.
• Able to configure monitoring toolsets to ensure stability of solutions are transparent and reacted to.
• Ability to work both autonomously and as a team player

• Innovative thinker
• Agile
• Critical thinking and attention to detail
• Ability to perform under pressure
• Business Acumen
• Stakeholder management