D365 Customer Engagement and Power Platform Support Analyst Inside IR35 - SC Clearance needed | Gigged.AI · Teeming.ai
Gigged.AI
Gigged.AI exists to eradicate tech skill shortages for enterprises using the power of internal mobility and our contingent talent network. Our products employ AI and skills-based matching to put the…
Gigged.AI exists to eradicate tech skill shortages for enterprises using the power of internal mobility and our contingent talent network. Our products employ AI and skills-based matching to put the…
Product: AI-powered internal and open talent marketplaces + workforce intelligence
Contractor pool: Claims access to 25,000+ vetted contractors across ~500 technical skills
Founders: Rich Wilson (CEO) and Craig Short (CTO)
Notable funding: SMART: Scotland grant (£100,000) and a Seed round with Par Equity, Nile HQ, Techstart Ventures
Company Overview
Problem Domain
Talent sourcing, internal mobility, workforce intelligence, and contingent workforce management.
Industry
Software Development
Funding Track Record
Grant- 2022-07-18
£100,000
SMART: Scotland grant award
Seed- 2023-01
Seed round with participation from Nile HQ, Techstart Ventures and others
Investor Signal
“Seed round led by Par Equity with participation from Nile HQ, Techstart Ventures and support/grants from Innovate UK and The Data Lab”
Founders
What we do
Join the Team
D365 Customer Engagement and Power Platform Support Analyst Inside IR35 - SC Clearance needed
RemoteGB
Remote • GB
Gigged.AI is a freelance talent marketplace specialising in the IT and technology sector. We have an opportunity live at the moment with one of our clients for a
D365 Customer Engagement and Power Platform Support Analyst - Inside IR35 - SC Clearance needed
If interested then you
must
submit a proposal through the Gigged.AI website for this gig. You can do so here - https://app.gigged.ai/
Overview
We are seeking two Dynamics 365 L2 Support Consultants to provide day-to-day application support and incident resolution. This is a remote contract engagement, initially for four months, with discussions underway regarding a potential extension.
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Security Requirements
- SC (Security Check) clearance – required
- NPPV3 clearance – required
(Candidates must be eligible and willing to undergo both clearances.)
Engagement Details
- Start date: February
- Duration: Initial 4-month contract
- Location: Remote
- IR35: Inside IR35
Summary:
ExperiencedD365 Customer Engagement and Power Platform Support Analystwith a strong Level 2 support background focused on Customer Service workloads, Omnichannel capabilities, and Dataverse extensibility. Skilled in diagnosing complex application issues, analysing root causes, and supporting both standard and customised model‑driven apps. Comfortable working across case management, routing, SLAs, and knowledge management, with a solid understanding of how these components drive customer satisfaction and operational efficiency. Adept at troubleshooting Power Automate flows, plugins, integrations, and security configurations within Dataverse environments. Brings a structured, analytical approach to problem‑solving, clear communication with technical and non‑technical stakeholders, and a commitment to continuous improvement across support processes, documentation, and user experience.
Core Technical Skills
- Strong understanding of Dynamics 365 Customer Service, including case management, queues, routing rules, SLAs, entitlements, and automation.
- Experience supporting Omnichannel for Customer Service across chat, voice, messaging, workstreams, agent scripts, and session templates.
- Solid capability with Power Platform components such as Power Automate, model‑driven apps, business rules, and solution layering.
- Deep familiarity with Dataverse tables, relationships, security roles, field security, auditing, and environment configuration.
- Ability to troubleshoot plugins, custom workflow activities, Power Automate failures, and integration issues.
- Knowledge of Knowledge Management features including article lifecycle, templates, relevance search, and case deflection.
- Understanding of ALM best practices, managed/unmanaged solutions, and environment strategies.
- Experience resolving data quality issues, duplicate detection, and data import/export processes.
- Awareness of integration patterns including API calls, Azure Logic Apps, custom
connectors, and external system integrations.
Support and Troubleshooting Experience
- Proven Level 2 support background with strong incident triage, root‑cause analysis, and escalation handling.
- Ability to interpret telemetry, logs, and error traces such as Plugin Trace Log and Flow run history.
- Experience diagnosing performance issues, form load delays, and inefficient queries.
- Skilled in resolving role‑based access issues and permission conflicts.
- Comfortable using sandbox environments for replication, testing, and validation.
Customer and Service Excellence
- Experience improving customer satisfaction through proactive issue identification, trend analysis, and process optimisation.
- Ability to communicate technical findings clearly to non‑technical stakeholders.
- Strong collaboration skills across consultants, developers, and business teams.
- Familiarity with ITIL processes including incident, problem, and change management.
Desirable Skills
- Exposure to Customer Insights, Unified Routing, or Voice Channel analytics.
- Experience using Power BI to report on case trends, SLA performance, and operational metrics.
- Understanding of Copilot for Customer Service and AI‑assisted productivity features.
- Basic knowledge of Azure components such as Functions, Service Bus, and Key Vault.
- Ability to contribute to continuous improvement of support processes and documentation.
