Dynamics 365 Customer Engagment IT Application Support Analyst

Support the continued development and maintenance of Dynamics 365 Customer Engagement (including mobile app as needed.) This role will perform tier three application troubleshooting, issue resolution and root cause analysis and may assist in technical implementations. 

This Hybrid role requires in-person work at our Newton, MA headquarters.

Bright Horizons is a leading education and care company that helps employees thrive at work and at home by partnering with employers to offer high-quality child care, elder care, and educational support. Our workplace reflects this commitment—with collaborative environments, meaningful benefits, and a culture that supports both career growth and personal well-being. Whether you’re caring for children or powering the systems and partnerships that make it all possible, at Bright Horizons, you’re the difference.

Job Responsibilities

• Log, manage, and resolve D365 support tickets. 

• Experience with D365 CE customization (fields, forms, workflows, security roles) 

• Strong data handling skills (importing/exporting/validating data) 

• Develop and maintain user documentation and training materials to promote self-service and adoption 

• Customize entities, forms, views, dashboards, workflows, business process flows, and security roles. 

• Experience with data migration tools (e.g., Data Import Wizard, SSIS, KingswaySoft). 

• Work with developers to manage custom plugins, workflows, and API integrations. 

• Provide day-to-day support to end users, troubleshoot issues, and coordinate with Microsoft support when necessary. 

• Proficiency in Power Platform components such as Power Automate, Power Apps, and Power BI is highly desirable. 

• Strong knowledge of D365 CE architecture, configuration, security model, and customization tools. 

• Manage user accounts, licenses, roles, and permissions to maintain security and compliance. 

• Troubleshoot end-user issues and tickets within problem ticket system to resolve or escalate issues with all applications, as a member of the Application Development/Support team.

• Troubleshoot end-user issues and tickets within problem ticket system to resolve or escalate issues with all applications, as a member of the Application Development/Support team. 

• Work with external vendors to troubleshoot and resolve internal applications. 

• Design and implement support tools for day-to-day maintenance of internal tools as needed. 

• Assist in creation of application troubleshooting documentation. 

• SLA Management and Enforcement with consistent delivery of excellent customer service. 

• Respond to client service requests that range from ad-hoc reporting to system enhancement requests that require opening a ticket for system development. 

• SLA Management and Enforcement with consistent delivery of excellent customer service. 

• Validate interface transmissions and the execution of various batch processes as needed. 

• May require configuration, validation and deployment of the Single Sign On (SSO) functionality using SAML. 

• May require after-hours support via rotation schedule with other team 

Minimum Job Requirements

• Bachelor's Degree in Computer Science of a related field

• 3+ years experience administering Dynamics 365 CE / CRM in large enterprise environments

Additional Job Requirements

• 3 years supporting enterprise systems like Contract Management (CLMs), CRM, HR, or ERP 

• Must be a self-starter who loves to master new systems and help them continually grow and meet their full potential