Dynamics 365 CE Systems Analyst

we are a Tier 1 vendor for the City and County of San Francisco for Cloud Services, Staffing Services and Training Services. For this multi-year opportunity with a diverse set of needs to address, we are currently focusing on establishing partnerships with individuals as well as companies who can help us enhance our overall service portfolio, cut lead times, and ultimately help us deliver successfully. We currently hold sizable Government accounts in the San Francisco bay area including City and County of San Francisco, San Mateo County, and Santa Clara County. We take great pride in our global reach and local influence. Your experience alongside our highly skilled and talented internal team who guide you along the way, offers key insights into what helps you stand out in a competitive job market. If you are a partner company, please submit resumes with contact information of your own W2 Consultants only. Submitted consultants are expected to have excellent communication skills.

Project Scope:

In-Scope Services Supported

Customer Engagement Services

• Dynamics 365 Sales
• Dynamics 365 Customer Insights Journeys
• Power Pages
• Power Apps
• Power Automate

Roles/Responsibilities:

Expected Deliverables / Outcomes

• Operational support & administration for the listed services (configuration, access/permissions, lifecycle requests, issue triage, coordination of fixes/enhancements).
• Service governance and control artifacts (standards, request/runbooks, roles/permissions guidance, support procedures, and knowledge articles).
• Project and operational documentation such as requirements, RFIs as needed, training materials, test scripts, communication plans, and other technical artifacts to support adoption and sustainment.
• Technical artifacts, including but not limited to: requirements documents, procedure documents, configuration guides, access and permissions procedures, user and administrator manuals, training materials, knowledge base articles, support runbooks, communication plans, test scripts, service governance and control artifacts (such as standards and roles/permissions guidance), project documentation, request forms, escalation protocols, and technical reference materials.

1. A minimum of five years of experience supporting and administering IT service operations for enterprise applications, with an emphasis on managing and maintaining platforms such as Dynamics 365 Sales, Dynamics 365 Customer Insights Journeys, Power Pages, Power Apps, and Power Automate. Experience should include handling configuration, security, access management, troubleshooting, and continuous service improvement utilizing both vendor solutions and in-house resources.
2. Proven ability to create, update, and manage technical service documentation, including configuration guides, access and permissions procedures, troubleshooting playbooks, knowledge base articles, and user training materials for the supported Customer Engagement Services.
3. Excellent communication and collaboration skills required, including the ability to work effectively with technical and management resources at both the Port and vendors. Must possess the ability to translate complex requirements and technical language between technical and non-technical stakeholders.
4. Demonstrated experience in maintaining and improving IT service operations by monitoring service metrics, managing service requests, tracking issues, coordinating with vendors for escalations, and ensuring consistent service performance across Dynamics 365 and Power Platform environments.
5. Experience in monitoring, updating, and enhancing IT service operations, including tracking issues, managing service requests, optimizing processes, and supporting continuous improvement initiatives for Customer Engagement Services.
6. Experience managing IT service vendors, building collaborative relationships, ensuring accountability, and coordinating service delivery with external providers and support teams.
7. Familiarity with cybersecurity concepts and terminology relevant to cloud-based business applications and IT service management.
8. Must demonstrate a flexible, patient, collaborative, and creative approach to IT service delivery and be committed to ensuring reliable and high-quality support for business users and stakeholders.

Desirable Skills:

1. Microsoft Certification MB-910: Microsoft Dynamics 365 Fundamentals (CRM) required / PL-900 Power Platform Fundamentals desired.

CCS Global Tech is a rapidly growing Information Technology company with a diverse portfolio of technology products and services and a large network of industry partnerships. With over 22 years of being a successful business with a global talent pool and presence, CCS is a certified Microsoft Gold Partner and specializes in delivering expert Microsoft based solutions for technical and business needs. We have been recognized by Inc. 500 Magazine as one of the fastest growing small companies in the Unites States.