Our client is seeking an Application & Systems Support Analyst to provide application support across a Microsoft-based enterprise environment.

The successful candidate will support Dynamics 365 CRM, Dynamics 365 Business Central, SharePoint Online, Microsoft 365, portals, and related business applications , working directly with users to troubleshoot issues, fulfill service requests, support upgrades, and continuously improve application reliability and user experience.

Location: Hybrid 2-3d hybrid Toronto

Responsibilities

- Provide day-to-day application support for Dynamics 365 CRM Customer Service, Dynamics 365 Business Central, SharePoint Online, and customer-facing portals.
- Log, categorize, prioritize, troubleshoot, and resolve application incidents and service requests.
- Investigate recurring issues and contribute to root-cause analysis and permanent solutions.
- Complete routine application configuration changes and minor system updates.
- Work with Dynamics entities, workflows, business processes, forms, and fields.
- Escalate complex issues to senior technical resources or external vendors when required.
- Participate in annual Dynamics 365 upgrade cycles.
- Maintain documentation for incidents, resolutions, processes, procedures, and user guides.
- Support knowledge-management initiatives and continuous improvement activities.
- Identify opportunities to improve application support processes and tools.
- Support projects and technology initiatives as assigned.




- Provide basic Level 1 support for meeting-room AV technology, including troubleshooting and coordination of repairs or escalations.
- Explore opportunities to use Copilot, AI agents, scripting, and automation to improve support and productivity.

Requirements

- 3+ years of experience providing technical/application support within a Microsoft environment.
- Hands-on support experience with Dynamics 365 CRM, SharePoint Online, Dynamics 365 Business Central, and Microsoft 365.
- Intermediate knowledge of Dynamics CRM, SharePoint Online, Azure Portal, and Microsoft 365.
- Experience working with Dynamics entities, workflows, business processes, forms, and fields.
- Strong incident-management, troubleshooting, and problem-solving capabilities.
- Experience documenting technical processes, procedures, resolutions, and user guides.
- Understanding of data privacy and security principles.
- Robust attention to detail and customer-service orientation.
- Effective written and verbal communication skills.
- Ability to work collaboratively while independently managing assigned incidents and requests.
- Experience with Copilot and AI agents is an asset.
- Python scripting, automation, or data-analysis experience is an asset.
- Microsoft Power Platform, Dynamics 365, and/or ITIL certifications are assets.
- Experience within financial services or another regulated workplace is an asset.

📌 Application Support Analyst (Dynamics 365) (Toronto)
🏢 Resonaite
📍 Toronto