D365 Application Support Analyst

Protiviti Bulgaria is Great Place to Work Certified™ 2025–2026, reflecting our commitment to a supportive, inclusive, and high-performing culture.

Protiviti Bulgaria is seeking a D365 Application Support Analyst to join our Microsoft Dynamics 365 team supporting a global healthcare client.

This role is responsible for the day-to-day administration and support of Microsoft Dynamics 365 Finance & Operations, with a primary focus on user access management, ticket resolution, client communication, and operational support. The analyst will serve as a key point of contact for access requests, service inquiries, and user support activities while ensuring a high level of responsiveness and customer service.

The ideal candidate combines hands-on experience with the D365 platform with strong organizational, analytical, and communication skills. Success in this role requires a proactive and client-focused mindset, the ability to manage multiple requests simultaneously, and the confidence to identify broader business or system issues while supporting users through a managed services environment.

Key Responsibilities

• Manage and resolve access requests, service requests, and support tickets within agreed service levels (SLAs).
• Provision, modify, and deactivate user access within Microsoft Dynamics 365 Finance & Operations.
• Monitor access assignments and identify potential conflicts, inconsistencies, or inappropriate access.
• Provide clear and timely communication to clients and stakeholders regarding request status, progress, and resolution.
• Coordinate with functional and technical teams to investigate issues and drive them through to completion.
• Act as a trusted advisor by proactively identifying trends, risks, and improvement opportunities across the D365 environment.
• Escalate broader concerns or potential issues identified through ticket analysis, even when outside the scope of a specific request.
• Maintain accurate documentation, knowledge articles, and operational procedures.
• Prioritize and manage multiple requests while ensuring a high level of customer service and operational excellence.
• Contribute to continuous improvement initiatives that enhance support quality, efficiency, and client satisfaction.

Required Qualifications

• 1-4 years of experience working with Microsoft Dynamics 365 Finance & Operations or related D365 applications.
• Experience supporting user access administration and role assignments within D365.
• Experience working in a help desk, managed services, application support, or ticket-driven environment.
• Understanding of role-based access concepts and user administration processes.
• Strong troubleshooting and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and deliver against deadlines.
• Strong written and verbal communication skills.
• Client-focused mindset with the ability to build trusted relationships with stakeholders.
• Ability to identify opportunities for process improvement and proactively communicate recommendations.

Preferred Qualifications

• Experience supporting enterprise applications in a managed services environment.
• Familiarity with ServiceNow, Jira, Azure DevOps, or similar ticketing platforms.
• Understanding of D365 security concepts, user roles, and access management practices.
• Experience supporting healthcare, life sciences, or other regulated industries.
• Knowledge of Microsoft Power Platform.
• Microsoft Dynamics 365 certifications.
• Experience participating in user onboarding and access governance processes.

Key Competencies

• Client Service Excellence
• Communication & Stakeholder Management
• Organization & Prioritization
• Problem Solving
• Proactive Thinking
• Attention to Detail
• Collaboration & Teamwork
• Consulting Mindset

Key Technologies

• Microsoft Dynamics 365 Finance & Operations
• ServiceNow or equivalent ticketing platform
• Microsoft Office 365
• Experience with Azure DevOps or similar support tools is a plus

What we offer

• Competitive remuneration
• Premium health & dental insurance
• Food vouchers
• Sports & transportation cards
• Regular social events
• Funded training and certifications

If you are eager to be part of our dynamic team, submit your CV to embark on this exciting journey with us.