CRM Support Analyst, Dynamics 365 Jr/Mid-level

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Offer support and assistance to CRM users (Sales and Customer Relationship)

• Record, categorize, and prioritize support tickets

• Assess and resolve low- to medium-complexity incidents

• Determine root causes of recurring problems

• Execute adjustments and configurations within Microsoft Dynamics 365

• Develop and sustain basic automations (Power Automate / Business Rules)

• Oversee and assist in troubleshooting CRM integrations

• Work on data corrections and reprocessing tasks

• Identify, categorize, and address incidents of downtime or performance issues

• Facilitate crisis rooms (war rooms)

• Swiftly assemble necessary teams (squads, integration, infrastructure, vendors)

• Communicate status updates and impacts to stakeholders

• Assist in root cause analysis and preventive measures

• Escalate requests that necessitate development or involve high complexity

• Ensure the provision of clear, structured diagnostics

• Serve as a liaison between business and technology

• Create and maintain a knowledge base

• Document solutions and established standards

• Provide user training when necessary

⛳️ Requirements

• Experience in supporting corporate systems (Level 1 / Level 2)

• Familiarity with CRM systems (preferably Microsoft Dynamics 365)

• Knowledge of system configuration and parameterization

• Management of user access and permissions

• Functional and technical troubleshooting skills

• Experience with Power Platform: Power Automate (preferred), Business Rules

• Basic knowledge of system integrations

• Understanding of service management processes (ITIL is advantageous)

• Nice-to-haves:

• Familiarity with Microsoft Dynamics 365 (Sales, Customer Service, Field Service, or Customer Insights / Journeys)

• Experience in incident management or crisis rooms

• Background working in agile settings (squads)

• Knowledge of sales or customer relationship processes

• Experience with continuous improvement and process automation

🏝️ Benefits

• Meal allowance or meal voucher

• Discounts on courses, universities, and language institutions

• Stefanini Academy — a platform offering free, up-to-date online courses with certificates

• Mentoring opportunities

• Benefits club for medical consultations and exams

• Medical insurance

• Dental insurance

• Discounts and perks club at leading establishments

• Travel club

• Pet care plan