Tier II Application Support (Dynamics 365)

RESPONSIBILITIES:

Kforce has a client in Colorado Springs, CO that is seeking a Tier II Application Support Analyst to support and maintain a Microsoft Dynamics 365 CRM environment. This role will serve as an escalation point for complex issues, support end users, assist with system configuration, and work closely with internal teams to ensure a high level of application performance and user satisfaction.

Responsibilities:

Tier II Support:

• Troubleshoot and resolve escalated Dynamics 365 CRM issues
• Investigate application, configuration, and data-related problems
• Collaborate with support teams to improve issue resolution and reduce recurring incidents

Ticket Management:

• Own support tickets from investigation through resolution
• Provide timely updates and maintain accurate documentation
• Identify trends and recommend process improvements

System Support:

• Assist with system configuration and maintenance activities
• Validate fixes, enhancements, and updates from an end-user perspective
• Support functional testing efforts as needed

End User Support:

• Provide remote support and guidance to end users
• Assist with training and application best practices
• Deliver excellent customer service and communication

Documentation & Collaboration:

• Maintain knowledge base articles and support documentation
• Participate in team meetings and support reviews
• Follow established support processes and ticketing procedures

REQUIREMENTS:

• 3+ years of Tier II application support experience
• Hands-on experience supporting Microsoft Dynamics 365 CRM
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Experience working within a ticketing system
• Proficiency with Microsoft Office applications

Preferred Qualifications:

• Experience with functional testing or user acceptance testing
• Background supporting enterprise applications or CRM platforms
• Experience supporting distributed or remote user populations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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