Application Support Developer, Power Platform & D365
$70,000–$85,000 year
On-siteBurlington, Ontario, Canada or Markham, Ontario, Canada
Job Summary
Resolve high-urgency issues for end users and client organizations while delivering strong customer service experience via Phone/Chat Support. Provide accurate assessment of customer issues and requests, then log calls and chats in Service Tickets. Recognize and escalate out-of-scope issues to specialized teams, collaborating with team members to ensure fast resolution of client matters. Adhere to ITIL-aligned processes for Incident, Problem, and Change management, including root cause analysis and known error documentation. Work Tier 1 or 2 incidents and service requests to resolution or escalate as required, following SLAs and prioritization guidelines in a multi-client MSP context. Contribute to the development of new ideas to improve work processes.
Required Qualifications
- Post-secondary degree in a relevant field or 5–7 years of relevant experience
- 3-5 Years experience implementing CRM/Case Management solutions, including 2-4 years Microsoft D365 CRM/Case Management and Power Platform
- Previous experience working in a Managed Services environment
- Technical expertise in designing, planning, configuring, or customizing Dynamics 365 for case-based solutions
- Proficiency in developing and supporting Azure Logic Apps and Function Apps
- Experience with Dynamics CRM configuration, customization (Plug-ins), and third-party integrations (e.g., Business Central, North52, DocuSign, ArcGIS)
- Ability to obtain security clearance to support provincial and municipal public sector clients
- Demonstrated experience in end-to-end case management processes
- Microsoft Certified: Microsoft Power Platform Functional Consultant Associate (PL-200)
- Microsoft Certified: Power Platform Developer Associate (PL-400)
Desired Qualifications
- Bilingual (French/English) both written and verbal
- Experience working on large government projects
- Strong communication (able to explain application support issues in non-technical terms)
- Customer service mindset with patience and empathy
- Team player, able to collaborate with other AMS or Case Management technical resources
- Problem-solving and analytical thinking
- Willingness to learn and grow into Microsoft specialist roles
- Strong time management
- Attention to detail
- Understanding of the importance of detailed time tracking and recording
- Microsoft Certified: Power Platform Solution Architect Expert (PL-600)
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.