Edtech.com's Summary

Bright Horizons is hiring a Dynamics 365 Customer Engagement IT Application Support Analyst. The role involves supporting the development and maintenance of Dynamics 365 CE, troubleshooting and resolving tier three application issues, and assisting with technical implementations to ensure smooth system operations.

Highlights

Manage and resolve Dynamics 365 Customer Engagement support tickets, including customization and data handling.
Develop and maintain user documentation and training materials to promote system adoption.
Customize entities, forms, views, dashboards, workflows, and security roles within Dynamics 365 CE.
Work with developers and vendors to manage custom plugins, API integrations, and resolve application issues.
Provide end-user support, including troubleshooting and coordinating with Microsoft support as necessary.
Proficiency with Power Platform components (Power Automate, Power Apps, Power BI) is highly desirable.
Requires a Bachelor's degree in Computer Science or related field and 3+ years administering Dynamics 365 CE in enterprise environments.
Experience supporting enterprise systems like CRM, HR, ERP and familiarity with integrations, ETLs, SQL, SharePoint, and SSO using SAML.
Offer benefits include medical, dental, vision insurance, paid leave, 401(k), disability and life insurance.
Participation in after-hours on-call support rotation may be required.

Dynamics 365 Customer Engagement IT Application Support Analyst Full Description

Dynamics 365 Customer Engagment IT Application Support Analyst

Newton, Massachusetts, United States of America, 02459

Technology

Full time

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
Must have a strong customer service philosophy and skills, be able to thrive in a team environment, as well as in an individual setting.
Must be able highly motivated, goal-oriented, and able to demonstrate attention to detail
Must be able to make and execute short and long-term plans
Familiarity with SalesForce, (Administration Certification is not required)
Knowledge of integrations and ETLs
Basic knowledge of SQL, SharePoint, system administration, and networking
Familiarity with Test Management, SSRS and SSIS package development, Single Sign On: SAML (1.1, 2.0),
AES and Security/Encryption: PGP, RSA Cryptography, a plus.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical, dental, and vision insurance

· Paid vacation, sick, holiday, and parental bonding leave

· 401(k) retirement plan

· Long-term and short-term disability insurance

· Life insurance

· Money-saving discounts and financial planning tools

· Tuition assistance and education coaching

· Caregiving support and resources for the children and adults in your family · Learn more at https://careers.brighthorizons.com/us/en/health-and-wellness

Life at Bright Horizons:

Our people are the heart of our company. Because we’re as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.

Original Job Description

Dynamics 365 Customer Engagment IT Application Support Analyst

Newton, Massachusetts, United States of America, 02459

Technology

Full time

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

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
Must have a strong customer service philosophy and skills, be able to thrive in a team environment, as well as in an individual setting.
Must be able highly motivated, goal-oriented, and able to demonstrate attention to detail
Must be able to make and execute short and long-term plans
Familiarity with SalesForce, (Administration Certification is not required)
Knowledge of integrations and ETLs
Basic knowledge of SQL, SharePoint, system administration, and networking
Familiarity with Test Management, SSRS and SSIS package development, Single Sign On: SAML (1.1, 2.0),
AES and Security/Encryption: PGP, RSA Cryptography, a plus.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

· Medical, dental, and vision insurance

· Paid vacation, sick, holiday, and parental bonding leave

· 401(k) retirement plan

· Long-term and short-term disability insurance

· Life insurance

· Money-saving discounts and financial planning tools

· Tuition assistance and education coaching

· Caregiving support and resources for the children and adults in your family · Learn more at https://careers.brighthorizons.com/us/en/health-and-wellness

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Dynamics 365 Customer Engagement IT Application Support Analyst

Edtech.com's Summary

Dynamics 365 Customer Engagement IT Application Support Analyst Full Description

Dynamics 365 Customer Engagment IT Application Support Analyst

Newton, Massachusetts, United States of America, 02459

Life at Bright Horizons:

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