Product Support Analyst

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Product Support Analyst (Microsoft Dynamics 365)

Our client is seeking a talented and proactive Product Support Analyst to join their Information Technology Business Solutions Team. This role will focus on supporting both the applications and end users of the Microsoft Dynamics 365 (D365) platform, ensuring they are fully empowered to make the most of the system’s capabilities.

As the D365 Product Support Analyst, you will act as the bridge between technology and users—supporting day-to-day operations, resolving issues, enabling best practice use of the system, and contributing to continuous product enhancements in collaboration with stakeholders and cross-functional teams.

Responsibilities

• Provide day-to-day support for applications built on the Microsoft Dynamics 365 platform.
• Act as the first point of contact for user queries and troubleshooting.
• Gather and document comprehensive user requirements.
• Design, write and maintain product enhancement specifications and test cases.
• Deliver end-user training and create user-friendly training documentation.
• Promote best practice use of D365 and Power Platform tools across the business.
• Collaborate with Agile delivery teams to prioritise and implement new features.
• Investigate and resolve system performance issues in a timely manner.
• Translate technical concepts into accessible, non-technical language for users.
• Help users extract, analyse, and present data insights using tools like Power BI.

Skills and Experience

• Proven experience supporting and enhancing applications built on Microsoft Dynamics 365.
• Proficiency with the Power Platform, including Power Automate, Power Apps, and Power BI.
• Strong analytical and problem-solving skills, with the ability to understand complex business needs.
• Experience documenting user requirements, system specifications, and test cases.
• Ability to communicate clearly and confidently with both technical and non-technical stakeholders.
• Skilled in troubleshooting, user support, and system performance tuning.
• Experience delivering end-user training and creating clear, practical user guides.
• Comfortable working in an Agile environment with cross-functional teams.
• A customer-focused mindset with excellent interpersonal and communication skills.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Retail

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