RHS Support - Application Support Engineer – Microsoft Dynamics CRM

RHS Support - Application Support Engineer – Microsoft Dynamics CRM

Alight is seeking a highly skilled Senior Application Support Engineer to join our Applications Support team. In this role, you will support the stability, performance, and ongoing enhancements of our Microsoft Dynamics CRM platform and related applications. You will be responsible for incident triage, root cause analysis, service request fulfillment, environment maintenance, and production support operations.

As a senior member of a talented support team, you will ensure high availability and reliability for enterprise‑grade CRM solutions developed on Microsoft 365 CRM technologies, working across C#, ASP.NET, SQL Server, JavaScript, and integrated Microsoft cloud components.

Key Responsibilities

Application Support & Issue Resolution

• Serve as a senior escalation point for production issues within the Microsoft Dynamics CRM environment.
• Perform incident triage, troubleshooting, debugging, and root cause analysis (RCA) across CRM applications and integrations.
• Resolve service requests, configuration updates, and user inquiries within defined SLAs.
• Maintain system health by monitoring performance, availability, integrations, and dependent services.

Maintenance & Platform Operations

• Support environment maintenance, deployments, patch cycles, release validation, and CRM configuration changes.
• Ensure CRM workflows, plugins, custom pages, and automation components operate as expected.
• Work closely with infrastructure and cloud teams to support Azure‑based components and integrations.

Enhancements & Continuous Improvement

• Implement small to medium enhancements requested by business stakeholders (e.g., plugins, scripts, form customizations, workflows).
• Identify recurring issues, recommend optimizations, and drive continuous improvement for CRM operations.
• Participate in Agile delivery activities including backlog grooming, planning, and estimation when relevant.

Collaboration & Cross‑Functional Support

• Partner with development teams, product owners, and business analysts to support solution enhancements and roadmap items.
• Collaborate with Azure, DevOps, and IT Operations teams on platform dependencies, monitoring, performance tuning, and deployment activities.
• Document solutions, system changes, troubleshooting steps, and knowledge base articles to improve support maturity.

Skills & Requirements

Technical Expertise

• Strong experience with Microsoft technologies including .NET 4.0+, C#, WCF, ASP.NET, LINQ, Entity Framework, WPF.
• Front‑end development knowledge: HTML, CSS, XML, JSON, jQuery, JavaScript frameworks.
• Hands‑on experience with Microsoft Dynamics CRM 2016+; cloud-based Dynamics 365 CRM preferred.
• Proficient with Microsoft SQL Server 2012+, Entity Framework, and SQL/T‑SQL optimization.
• Familiarity with Azure environments, cloud infrastructure, and Azure DevOps pipelines.
• Experience with web services including WCF, REST APIs, and SOAP.
• Working knowledge of ITIL practices; experience with ServiceNow, Jira, or other ticketing tools.

Professional Competencies

• Strong analytical skills with the ability to troubleshoot complex technical issues under pressure.
• Ability to work effectively in a small team with moderate supervision.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks, manage deadlines, and handle time‑critical situations.
• Familiarity with Agile methodologies is a plus.

Education & Experience

• Bachelor’s degree in Computer Science, MIS, or a related technical field, or equivalent experience.
• 5+ years of hands‑on platform support experience with Microsoft Dynamics CRM.
• 5+ years of CRM enhancement experience, including plugins, custom pages, and workflow configurations.

Work Conditions

• Ability to understand the broader project landscape and contribute beyond core responsibilities when needed.
• Flexibility to work nights or weekends during critical releases, production issues, or scheduled maintenance.
• Frequent computer use for extended durations.
• Participation in meetings, presentations, and training sessions.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

.

Experience Level

Senior Level