Dynamics 365 Support Analyst

at  TELUS

BASIC INFORMATION

Ref Number
Req_00128134
Primary Location
TELUS Harbour Toronto
Country
Canada
Job Type
Digital Solutions
Work Style
Remote

DESCRIPTION AND REQUIREMENTS

Job type: Contract

QUALIFICATIONS AND SKILLS

• 2 - 4 years of experience implementing or supporting Dynamics 365 for Customer Service, Field Service, and Marketing in the production environment.
• Strong understanding of the Power Platform and Dynamics 365 ecosystem.
• In-depth knowledge in configuring, customizing and extending Dynamics 365.
• Experience in remotely assisting the end users, troubleshooting, and preparing root cause analysis of the production issues.
• Excellent communication and interpersonal skills to effectively interact with application end users and team members.
• Strong analytical and problem-solving skills.
• Familiarity with Dynamics 365 Deployment methodologies is an asset.
• Knowledge of Azure services is an asset.
• Experience with Dynamics 365 Marketing is an asset.

#LI-DNI

Additional Job Description
As a Dynamics 365 Support Analyst, you will play a pivotal role in ensuring seamless operations of Dynamics 365 applications for our esteemed clients.
EEO Statement
At TELUS International, we enable customer experience innovation through spirited teamwork, agile thinking, and a caring culture that puts customers first. TELUS International is the global arm of TELUS Corporation, one of the largest telecommunications service providers in Canada. We deliver contact center and business process outsourcing (BPO) solutions to some of the world’s largest corporations in the consumer electronics, finance, telecommunications and utilities sectors. With global call center delivery capabilities, our multi-shore, multi-language programs offer safe, secure infrastructure, value-based pricing, skills-based resources and exceptional customer service - all backed by TELUS, our multi-billion dollar telecommunications parent.
Equal Opportunity Employer
At TELUS International, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicants’ qualifications, merits, competence and performance without regard to any characteristic related to diversity.

• Triage, troubleshoot and resolve Dynamics 365 production support issues by working directly with our end users.
• Take ownership of the support inquiries and tickets logged via our ticketing system and manage them through to closure per our SLA.
• Collaborate with cross-functional teams and product owners to resolve complex, repetitive as well as issues related to integrations.
• Prepare and understand trends of the issues and contribute to improving the overall stability of the applications in production.
• Prepare root cause analysis for the high-priority incidents and communicate to the key stakeholders.
• Continuously improve our technical support processes, documentation, and knowledge base to improve efficiency.
• Provide exceptional technical support, and superior customer service and commit to providing a positive client experience.