D365 Customer Engagement Support Specialist

Our Mission

At Greenshield Labs, we believe in helping Canadians get the health care they need, when and where they need it.

We create apps and services that make it easier, more accessible and more affordable for Canadians to get the care they need. We believe in the power of technology to let you live a healthier, happier and more meaningful life. And with this passion, we’re making practical solutions to everyday problems..

Interested in building high-impact health products? You’ll fit right in.

Life at Greenshield Labs

We are founders, entrepreneurs, designers, and technologists coming together to build, launch, and scale products and companies solving painful problems in the Canadian health space. We love solving big challenges and are focused on providing Canadians with better access to the care they need.

As a D365 Customer Engagement Support Specialist focused on Platform Administration at Greenshield Canada, you will play a critical role in managing and optimizing our Microsoft Dynamics 365 environment. This position involves ensuring the stability and efficiency of the D365 platform by monitoring various performance metrics, handling compliance and legal data requests, and overseeing the security model. A deep understanding of Dynamics 365, particularly in areas related to data storage, API performance, and system integration, is crucial for success in this role.

Role in a Nutshell

• System Support: Work in conjunction with Platform Lead Administrator to address questions and handle helpdesk tickets/escalations.
• Dataverse Storage Management: Monitor and manage the storage capacities within the Dataverse to ensure optimal performance and cost efficiency. Implement remediation strategies as needed.
• Compliance and Legal Support: Respond to and fulfill data requests related to legal, compliance, or audit inquiries ensuring adherence to relevant laws and regulations, aligning with Greenshield’s commitment to data protection.
• Configuration Updates: Assist with modifying and maintaining system customizations to dashboards; views; business processes, workflows, and dialogs; templates; reports, fields and forms; among other possible customizations including Power Platform model driven and canvas apps
• API and Integration Monitoring: Oversee the performance of APIs and system integrations, identifying any issues and executing appropriate solutions to maintain system integrity.
• Error Log Oversight: Monitor system error logs regularly; diagnose and remediate issues to minimize downtime and enhance user experience.
• Release Impact Validation: Collaborate with the IT team to validate the impact of major D365 releases on current system configuration and workflows, ensuring seamless integration.
• Report Optimization: Assist users in developing, tuning, and refining reports to meet their business needs effectively.
• Security Model Implementation: Implement and maintain the D365 security model, ensuring robust protection against unauthorized access and potential security threats.
• Data and Access Management: Provide support for D365 data integrity and access issues, including troubleshooting and resolving related problems.
• Routine Maintenance: Execute necessary weekly, monthly, quarterly, and annual maintenance tasks to ensure the D365 platform runs smoothly and efficiently.
• User Training: Working in conjunction with Lead Platform Administrator to support end user training

What we're looking for

• Bachelor’s degree in information technology, Computer Science, or related field.
• 2+ years hands-on experience with Microsoft Dynamics 365 and related cloud solutions (Customer Service, Sales).
• Strong understanding of the D365 environment, including Dataverse, API management, model driven applications, canvas applications, and system integration.
• Excellent problem-solving skills and attention to detail.
• Ability to handle multiple tasks simultaneously and meet tight deadlines.
• Strong communication and interpersonal skills, capable of working effectively with cross-functional teams.

Nice To Have:

• Certifications in Microsoft Dynamics 365 or related fields (examples include PL-200, MB-210, MB-230).
• Experience in handling data requests.
• Advanced knowledge of system security protocols and data protection.

Our Commitment To Your Health:

We pride ourselves on offering flexible and comprehensive benefits for you and your dependents, covering medical, dental, mental health and more. At GreenShield, we understand that life happens. We offer flexible work hours for the times when you need to put your health, family, or well-being first.

Proficiency in English is required for this position. As part of this role, you will be required to communicate with colleagues, clients, or customers who predominantly use English as their primary language. English language skills are essential to ensure effective and efficient communication, both verbally and in writing and will enable strong collaboration with colleagues from diverse backgrounds. By requiring English proficiency for this position, we aim to ensure that our employees can excel in their roles, collaborate, and communicate effectively, and contribute to the success of our organization.

Even if your experience doesn’t align perfectly to every requirement in this posting, but you are excited about this opportunity, we invite you to apply from the page that opens by clicking “Apply Now”.

Providing this information gives GreenShield consent to use your personal information to assess your suitability for specific positions, future opportunities or for your personnel file. Your résumé will be held in strict confidence and will be viewed only by the Organization. Information may be stored outside of Canada and could be used for aggregate statistical purposes (which uses no personal identification).

Culture Matters:

We believe the best workplace cultures are where every voice is valued and every person feels comfortable bringing their authentic selves to work. Diversity and inclusion are ingrained in our DNA.

GreenShield is an equal opportunity employer. Whatever you need to be successful, we will support you. If you need accommodation during the recruitment process or a few questions answered, please let us know at at requestforaccommodation@greenshield.ca. Information received relating to accommodation will be addressed confidentially.