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Bright Horizons

Senior IT Applications Support Analyst - CRM

🇺🇸 Hybrid - Newton, MA

🕑 Full-Time

💰 TBD

💻 Information Technology

🗓️ October 12th, 2025

CRM ETL Power BI

Edtech.com's Summary

Bright Horizons is hiring a Senior IT Applications Support Analyst - CRM. The role involves supporting and maintaining the Dynamics CRM system, troubleshooting application issues, and assisting with the technical implementation for new clients. The analyst also manages user accounts, customizations, and works with internal teams and external vendors to resolve application problems.

Highlights
  • Manage and support Dynamics 365 CRM applications, including customization and security configuration.
  • Perform second-level troubleshooting, issue resolution, and root cause analysis for CRM systems.
  • Collaborate with developers and external vendors on custom plugins, workflows, APIs, and integrations.
  • Maintain user documentation and training materials to foster system adoption.
  • Administer user accounts, licenses, roles, and permissions to ensure security compliance.
  • Provide SLA management and respond to client service requests, including SQL Server Reporting Services reports.
  • Strong skills required in Dynamics 365 CE, SQL Server (2008/2012/2017), SSRS, SSIS, SAML-based Single Sign-On, and Power Platform components.
  • Bachelor's degree in Computer Science or related field or equivalent experience; 3+ years of administering Dynamics 365 CE in enterprise environments.
  • Experience with data migration, security/encryption methods, and test management preferred.
  • Bright Horizons offers comprehensive benefits including medical, dental, vision, 401(k), tuition assistance, and caregiving support.

Senior IT Applications Support Analyst - CRM Full Description

Senior IT Applications Support Analyst - CRM

Newton, Massachusetts, United States of America, 02459
Technology
Full time

The Sr. IT Application Support Analyst supports the continued development and maintenance of the Dynamics CRM cE. This role will perform second level application troubleshooting, issue resolution and root cause analysis and will assist in technical implementation of new clients. Must have excellent research and troubleshooting skills and be able to multitask in a fast-paced environment. 

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.

Responsibilities:
  • Implement and support medium-to-large scale projects while working directly with technical and functional business teams. 
  • Log, manage, and resolve D365 support tickets. 
  • 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. 
  • 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. 
  • Manage user accounts, licenses, roles, and permissions to maintain security and compliance. 
  • Triaging and/or resolving issues as a member of the Application Support team. 
  • Work with internal and external technical staff and vendors 
  • Work with external vendors to troubleshoot and resolve internal applications. 
  • Design and implement Steady State support tools for day-to-day maintenance of the EdAssist tool. 
  • 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 using SQL Server Reporting Services to system enhancement requests that require opening a ticket for system development. 
  • Support payroll and data validations for multiple clients to ensure accurate data is being reported. 
  • Validate interface transmissions and the execution of various batch processes. 
  • Configure, validate and deploy the Single Sign On (SSO) functionality using SAML. 

Minimum Qualifications:
  • 3+ years administering Dynamics 365 CE / CRM in large enterprise environments
  • Bachelor's Degree in Computer Science or related field  or 3 additional years of experience would be considered in lieu of the applicable degree

Preferred Qualifications:
  • Background in providing technical application support for web applications. 
  • Excellent communication skills, ability to communicate with a wide variety of people both written and verbal. 
  • Previous experience in troubleshooting application-related problems 
  • Strong analytical skills 
  • Strong knowledge and understanding of the following:  
  • Web based applications  
  • SQL Server 2008/2012/2017  
  • Microsoft Office products  
  • Test management (test planning, test execution, defect/issue resolution)  
  • Experience with Help Desk support.  
  • Experience with Dynamics CRM a plus 
  • Technical Skills  
  • 3+ years of SQL development experience  
  • ETL: SQL Server Integration Services  
  • SSRS and SSIS package development  
  • Single Sign On: SAML (1.1, 2.0), AES  
  • Security/Encryption: PGP, RSA Cryptography  
  • Databases: SQL Server 2008/2012/2017  
  • Design Tools: Microsoft Visio  
  • Productivity Tools: Microsoft Word, Excel, PowerPoint 
  • 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. 
  • Experience with data migration tools (e.g., Data Import Wizard, SSIS, KingswaySoft). 
  • Experience with D365 CE customization (fields, forms, workflows, security roles) 
  • Strong data handling skills (importing/exporting/validating data) 

At this time, Bright Horizons will not sponsor an applicant for employment authorization/visa for this position.

Be part of a community where people grow, futures are shaped, and lives are changed. We offer the rewards, opportunities, and support you deserve because making a difference goes both ways. We’re changing the world of work and family, and it starts with you. At Bright Horizons, you’re the difference.

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