Dynamics 365 Support Analyst

About the role

The General Optical Council uses Microsoft Dynamics 365 CRM to manage its operations and store critical data. We are seeking an experienced Dynamics 365 Support Analyst to maintain the current environment, drive enhancements, produce reports, and perform minor configuration and customisation work.

Key responsibilities

• Own the Dynamics 365 environment for around 60 users, advising on storage, strategic direction and licensing.
• Provide day‑to‑day application support, including user training, data queries and administrative tasks.
• Manage data imports/exports, synchronisation, integration with other systems, and conduct system testing.
• Configure, troubleshoot and plan enhancements, including custom reports, dashboards, SSRS reports and forms.
• Maintain access rights, security settings and user privileges.
• Collaborate with developers and third‑party vendors to implement enhancements and integrations while meeting service levels.
• Create and update training manuals, policies, procedures and custom workflows.
• Review the platform architecture, identify deficiencies and recommend improvements.

Required profile

• Minimum three years of experience with Microsoft Power Platform and Dynamics 365 CRM (cloud version).
• Proven ability to configure and customise Dynamics 365, including model‑driven apps, permissions, views and dashboards.
• Experience handling sensitive data and a solid understanding of GDPR requirements.
• Strong communication and stakeholder‑management skills.
• Business analysis, problem‑solving and data‑analysis expertise.
• Experience in user acceptance testing, training delivery and producing guidance documentation.
• Familiarity with related Microsoft technologies such as Azure, SharePoint and Exchange.

Required skills

• Microsoft Power Platform
• Dynamics 365 CRM (cloud)
• Power Automate flows
• Azure
• SharePoint
• Exchange
• SSRS reporting
• Data integration and synchronisation
• Data imports/exports
• Model‑driven app development
• Permissions and security management
• Views and dashboard creation