Product Support Analyst

Product Support Analyst

The Product Support Analyst will lead the upgrade, governance, and troubleshooting of our Power Platform Center of Excellence (CoE) toolkit. This role is strategically focused on AI administration, Microsoft 365 Copilot governance, and Dynamics 365 CRM management and enhancement. The ideal candidate will have extensive experience with Power Platform tools, including Copilot Studio, Power BI, Canvas apps, and D365 CRM. This individual will excel in a collaborative environment, bring a passion for driving innovation, and demonstrate strong governance practices to optimize solutions that align with business needs.

Dynamics 365 CRM & Power Platform

Administer and maintain Dynamics 365 CRM, including configuration, customization, and integrations with Power Platform tools. Develop, implement, and support Canvas apps, streamlining business processes and supporting functional requirements. Collaborate with stakeholders to document workflows, ensuring consistent and effective use of CRM and Power Platform solutions.

AI & Microsoft 365 Copilot

Govern and manage Microsoft 365 Copilot usage, ensuring compliance with company policies and best practices. Administer AI capabilities within the Power Platform and Microsoft 365 environment to maximize functionality and business impact. Provide subject matter expertise on Co-Pilot Studio, focusing on streamlined application development, workflow automation, and governance best practices. Identify and implement AI-driven optimizations for workflows and reporting to maximize organizational efficiency.

Responsibilities

Designing, managing, and optimizing reports and dashboards. Upgrading, administering, and troubleshooting the Center of Excellence toolkit. Leveraging Copilot Studio for automation, data analysis, and development. Ability to design functional, user-centric Canvas apps using Power Apps. Configuring, customizing, and managing D365 CRM to meet business goals. Familiarity with AI tools, governance strategies, and managing Microsoft 365 Copilot in an enterprise environment. Solid understanding of Azure Analytics and related services for data analysis and reporting. Other duties as assigned.

Qualifications

Here’s What You Need: 8 yrs: Required Hands-on experience with customizing entities, workflows, and integrating D365 CRM with Power Platform tools. 8 yrs: Required Experience with troubleshooting technical issues, analyzing logs and debugging software applications. 5 yrs: Required Strong understanding of data visualization principles, data modeling using Power-BI. 3 yrs: Required Familiarity with Copilot Studio for automation and governance of Microsoft 365 Copilot features. 3 yrs: Required Familiarity with Microsoft Azure Services, particularly Azure Active Directory. Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills: Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner. Analytical mindset with the ability to troubleshoot complex technical issues. Process-oriented with demonstrated experience in workflow optimization. A collaborative approach to problem-solving and innovation. Excellent organizational, analytical, and problem-solving skills with high-level attention to detail. Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner. Must be self-motivated and able to work well independently as well as on a multi-functional team. Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.

Desired Qualifications: Power Platform Certifications (e.g., PL-600, PL-900) or related Power BI/Dynamics certifications. Familiarity with Agile methodologies in software and process development. Experience with data security and compliance frameworks relevant to AI governance and data integration. Strong interpersonal and communication skills with the ability to collaborate across departments and with stakeholders.

Our Commitment to You / Overview of Benefits

Medical, Dental and Vision Insurance; Wellness Program Flexible Spending Accounts (Healthcare, Dependent Care, Commuter) Short-Term and Long-Term Disability options Basic Life and AD&D Insurance (Company Provided) Voluntary Life and AD&D options 401(k) Retirement Savings Plan with matching after one year Paid Time Off

Reports to: Program Manager

Working Conditions: Professional remote office environment. Must be physically and mentally able to perform duties extended periods of time. Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position. Must be able to establish a productive and professional workspace. Must be able to sit for long periods of time looking at computer screen. May be asked to work a flexible schedule which may include holidays. May be asked to travel for business or professional development purposes. May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range USD $95,680.00 - USD $145,600.00 /Yr.