Senior Team Lead for Dynamics Support

3 weeks ago

Bridgeton, United States Technology Partners Full time

As the Senior Team Lead for Dynamics Support, you will oversee a team dedicated to providing line support for users of the Dynamics CE system in the areas of Commercial Business and Retail Services. Your role is pivotal in ensuring efficient resolution of client issues, fostering a collaborative team environment, and contributing to the development and enhancement of Dynamics systems. You will be responsible for mentoring and guiding team members, escalating client issues as necessary, and working closely with users to define requirements and Lead in CE design, development, and testing activities. With your leadership and expertise in Dynamics systems, you will play a key role in driving customer satisfaction, optimizing system performance, and promoting continuous improvement within the support team.

Responsibilities:

  • Lead and inspire a team of 2-3 IT Analysts, fostering a collaborative and high-performance culture focused on supporting the Dynamics CE environment for Equipment Sales and Retail Services.
  • Identify business functionality requirements and align to the Microsoft functionality deployments and overall roadmap.
  • Identify and prioritize larger changes and enhancements, maintaining a well-organized and prioritized product backlog to ensure alignment with business objectives.
  • Oversee the maintenance of a robust test bed of scripts for release testing, including comprehensive regression testing of CE updates to uphold system integrity and reliability.
  • Collaborate closely with customers and team members to investigate, test, and develop effective solutions and workarounds to promptly address client issues and requests, ensuring minimal disruption to operations.
  • Drive the growth and optimization of Dynamics CE within Performance Parts, Aperion, and StoreConnect, spearheading continuous development efforts to enhance the CE experience for Equipment Sales.
  • Cultivate and manage CE relationships with business stakeholders, actively soliciting feedback, mapping out requirements, and effectively managing priorities to deliver value-added solutions.
  • Serve as a bridge between the Dynamics CE support team and other IT support teams, facilitating seamless coordination and resolution of integration issues across systems, including XA and HPC.
  • Actively participate in the agile development process using Azure Dev Ops, collaborating closely with business analysts, developers, and end-users to deliver changes and enhancements in a timely manner.
  • Ensure transparent communication of issue statuses to clients and the Dynamics CE team, promptly identifying and escalating high-priority customer issues to appropriate team members and management.

Qualifications and Education Requirements:

  • Bachelor's Degree preferred (Equivalent experience, education, and/or certifications may be considered in lieu of Bachelor's)
  • 7+ years of relevant work experience with a bachelor's degree (leadership experience preferred) OR 15+ years of relevant work experience without a degree.
  • 2+ years' experience modifying/working with Dynamics CE including entities, attributes, business rules, process flows, solutions, etc.,
  • Proven track record of successful development and support in a Dynamics CE environment, preferably within CRM and/or Field Service
  • Strong familiarity with agile development methodologies and tools, particularly Azure Dev Ops.
  • Excellent verbal and written communication skills, with the ability to effectively engage with diverse stakeholders.
  • Strong analytical and problem-solving skills, with a focus on delivering innovative and sustainable solutions.
  • Ability to prioritize and manage multiple tasks and projects in a dynamic and fast-paced environment.

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