Microsoft Dynamics CRM Application Support Engineer - Virtual

📋 Description

• • As a Microsoft Dynamics CRM Application Support Engineer at Alight, Inc., you will play a pivotal role in ensuring the stability, high availability, and continuous improvement of our enterprise-level Microsoft Dynamics CRM platform and its associated integrations. This is a leadership position within the Application Support team, where you will be instrumental in overseeing the day-to-day production support operations, guaranteeing that our critical CRM systems operate seamlessly and meet stringent Service Level Agreements (SLAs).
• • Your responsibilities will encompass the full lifecycle of incident management, from initial triage and thorough impact assessment to detailed troubleshooting, precise debugging, and definitive root cause analysis for all production issues. You will be the go-to expert for resolving complex problems, ensuring minimal disruption to business operations and maintaining the integrity of the CRM data and functionality.
• • A key aspect of this role involves proactive monitoring of the CRM environments. You will implement and manage robust monitoring strategies to ensure system reliability and maximize platform availability across all CRM instances. This includes identifying potential issues before they impact users and implementing preventative measures.
• • You will lead the charge in environment maintenance, ensuring that all CRM instances are up-to-date, secure, and performing optimally. This includes managing updates, patches, and configuration changes in collaboration with development and infrastructure teams.
• • The role also involves the efficient fulfillment of service requests, ensuring that user needs and business requirements are met in a timely and effective manner. You will act as a bridge between business users and technical teams, translating requirements and ensuring successful implementation.
• • A significant part of your contribution will be to propose and implement quality improvements for the Dynamics CRM solutions. This involves analyzing system performance, identifying areas for optimization, and recommending enhancements to processes, configurations, and code.
• • You will collaborate closely with a cross-functional team of developers and support engineers. This collaborative effort is crucial for the successful operation and evolution of Microsoft Dynamics CRM solutions, which are built using a robust technology stack including C#, ASP.NET, JavaScript, SQL Server, and Microsoft 365 CRM technologies.
• • This role requires a deep understanding of the CRM enhancement lifecycle, from initial concept and design through to development, testing, and deployment. You will contribute to the strategic direction of the CRM platform, ensuring it aligns with business objectives and technological advancements.
• • You will be expected to work within a 24x7 environment, which includes participating in an on-call rotation. This ensures that critical issues are addressed promptly, regardless of the time of day.
• • The position requires US Citizenship due to the nature of the services provided to the federal government or federal government contractors. Proof of citizenship will be necessary at the time of hire.
• • You will leverage your expertise in modern APIs and service communication protocols such as REST API and SOAP to troubleshoot and enhance integrations.
• • Familiarity with ITIL processes and experience with ticketing systems like Jira or ServiceNow will be essential for managing workflows and tracking issues effectively.
• • Your role will contribute directly to Alight's mission of helping clients gain a benefits advantage by ensuring the reliable operation of the systems that support these critical services.
• • You will be a champion for people, growing with purpose, and embodying the Alight values of integrity, authenticity, and empowerment in your daily work.
• • This is a virtual role, offering flexibility and the opportunity to work remotely, aligning with Alight's reputation as a leader in flexible workspaces.