We are seeking a Dynamics 365 Application Support Specialist to provide advanced support and configuration services for a public sector client’s Case Management System (CMS), built on Microsoft Dynamics 365 Customer Service. This role is a new position within the department and represents an excellent opportunity to shape and improve customer service delivery through technology.
Based in Dublin City Centre or Blanchardstown office
Hybrid model: Minimum 2 days onsite per week, with occasional additional onsite requirements
Start Date: November 2025
Duration: 12 months
Extension Options: Up to 2 x 12 months
Working Hours: Full-time. Monday–Friday, between 08:00 – 19:00
Deliver advanced Level 1/2 BAU support for Microsoft Dynamics 365 Customer Service, ensuring timely issue resolution.
Configure and maintain case management processes, workflows, business rules, SLAs, user roles, and permissions.
Develop and deliver training programs for end users; maintain support documentation and knowledge articles.
Collaborate with technical teams and business stakeholders to resolve queries effectively.
Gather and provide structured user feedback to enhance system performance and service delivery.
Monitor ticket queues and ensure compliance with GDPR, data privacy, and security standards.
Experience: Minimum 4+ years in a similar role with hands-on Dynamics 365 support and configuration experience.
Qualifications:
ICT or related degree (Level 6 or above) in Computer Science, Information Systems, or equivalent.
At least one of the following certifications (or equivalent):
MB-230: Dynamics 365 Customer Service Functional Consultant Associate
PL-200: Power Platform Functional Consultant Associate
English Language Proficiency: Must be fluent; if not a native speaker, certification at CEFR C2 Mastery/Proficiency or equivalent is required.
Strong knowledge of Dynamics 365 Customer Service (case management, automation, SLAs, permissions).
Proven ability to resolve complex user issues in a BAU support environment.
Skilled in ticket management, knowledge base contribution, and documentation.
Excellent communication and collaboration skills, with the ability to work across technical and business teams.
Experience in user adoption initiatives, training delivery, and onboarding.
Knowledge of public sector compliance standards, including GDPR and data governance.
Certifications such as Microsoft Power Platform Fundamentals are an advantage.
This is a unique opportunity to join a public sector client and play a central role in ensuring the success of their Dynamics 365 Case Management System.
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