Job Summary: We are seeking an experienced and customer-focused Application Support Analyst to provide first-line support for our Microsoft Dynamics 365 CRM platform and integrated enterprise applications. This role is instrumental in ensuring smooth operations by triaging, resolving, and escalating application issues while contributing to knowledge sharing and continuous improvement within our Digital Operations team. Your day at a glance: Ticket Management: Review, triage, and categorize incoming D365 CRM support service desk tickets based on priority and complexity Issue Resolution: Analyze, resolve, and document Level 1 CRM support issues, escalating Level 2+ tickets to appropriate specialists with detailed context User Support: Provide functional support for Dynamics 365 CRM modules including Sales, Marketing, and Customer Service, assisting end users with navigation, data entry, and reporting System Maintenance: Support routine CRM administration tasks including user management, security role assignments, and basic configuration changes under supervision. Data Management: Execute data validation, perform imports/exports, and assist with data quality initiatives using SQL queries and D365 built-in tools Knowledge Sharing: Contribute to and maintain the internal knowledge base (Confluence) with CRM-specific troubleshooting guides, user procedures, and best practices. Integration Support: Provide support for Power Platform components (Power Apps, Power Automate, Power BI) that integrate with D365 CRM Collaboration: Work closely with CRM administrators, developers, and business stakeholders to ensure effective communication and timely resolution of support requests Trend Analysis: Identify recurring CRM issues, recommend preventive measures, and assist in process improvements for long-term system stability What makes you a great fit: Minimum 3 years of application support experience with at least 2 years supporting Microsoft Dynamics 365 CRM implementations CRM Knowledge: Understanding of CRM business processes, data relationships, and workflow configurations within the Dynamics 365 environment Service Desk Experience: Proven experience with ticketing systems (JIRA, ServiceNow, Zendesk) and ITIL best practices for incident management Skills: Proven collaboration, problem-solving, and time management abilities Mindset: Customer-centric approach with strong sense of urgency, ability to multitask, adjust priorities, and take initiative in daily support activities Fluent in French and English, both verbal and written (this role requires interaction with our collaborators) Your technical expertise: Hands-on knowledge of Dynamics 365 CRM modules SQL querying Microsoft Power Platform components An asset if you have: Microsoft Dynamics 365 certifications PowerShell scripting experience Exposure to Agile methodologies Let’s talk perks! Attractive compensation package Training Tuition Reimbursement Program Subsidized meals in our amazing Bistro (Les Cordons Bleus) Work-life balance with a flexible working schedule Free, unlimited coffee Private, free parking for all employees Onsite fitness facility with personal trainer We know that diverse backgrounds and experiences bring great value to our teams. Even if you don't think you tick all the boxes, we still encourage you to apply - your profile may surprise us! Thank you for your application, but please note that only selected candidates will be contacted. Head-hunters and recruitment agencies may not submit resumés/CVs through this Web site or directly to managers.