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Metro-based mid-level role with Dynamics 365 specialization and known employer yields moderate competition.
High because Dynamics 365 and Power Platform expertise is niche and less transferable across industries.
Explicit 5–8 years, platform-specific Dynamics 365, ServiceNow experience and ITIL requirement create high screening strictness.
Own complex Dynamics 365 incident tickets end-to-end, including troubleshooting, documentation, and resolution.
Serve as escalation point for complex issues, preparing high-quality escalations to L3/vendor teams.
Mentor junior engineers and contribute to SOP, automation, and support process improvements.
5-8 years experience with Dynamics 365 (Commerce, CRM, Case Management) and Power Platform.
Experience managing incident lifecycle using ServiceNow for 5+ years.
ITIL Foundation (v4 or v5) certification required.
Work Experience Required: 4-6 years relevant experience or equivalent combination of education and experience.
Experienced in structured troubleshooting and root cause analysis across Dynamics 365 and integrations to identify systemic problems.
Proven ability to own multi-system complex incidents independently and communicate effectively with cross-functional stakeholders.
Skilled in mentoring others and driving continuous support process improvements through knowledge management and automation initiatives.