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Grand Canyon University is seeking a detail‑oriented and service‑driven Dynamics 365 Application Support Specialist to provide first‑level technical support and assist in the ongoing maintenance, configuration, and optimization of the University’s Microsoft CRM environment. This role plays a key part in ensuring the stability and effectiveness of CRM tools used across campus, supporting end users, monitoring system performance, and partnering with technical teams to implement system improvements.
The CRM Application Support Specialist will collaborate with stakeholders, developers, and infrastructure teams to resolve issues, manage user access, support data integrity, and participate in CRM customization efforts. This position requires strong problem‑solving skills, a willingness to learn complex systems, and a commitment to providing excellent service that supports GCU’s mission and operational goals.
ESSENTIAL DUTIES, RESPONSIBILITIES, AND EXPECTATIONS:
Function as the first level of support for the Dynamics 365 user community, handling basic issues, offering guidance to users on best practices and escalating to the second level of support when necessary.
Monitor progress and follow through with the reporter on all support issues that arise including issues escalated to higher levels.
Participate in the CRM application customization process by building prototype data entry forms, views, charts, dashboards, reports, etc. and being involved in the prototypes becoming reality.
Monitor status of Microsoft Dynamics 365 hardware and software systems in conjunction with the GCU Infrastructure team.
Oversee the process of CRM software updates.
Conduct monthly data refresh of the non-production levels of CRM organizations from the production organization data with support and guidance from the database administrator.
Monitor the status of data integration jobs that pull data from other data sources into CRM and/or that push CRM data out to other destinations.
Watch for data integrity issues and troubleshoot any issues that arise.
Use the data integration tools to make minor (major if possible) modifications to the jobs
Manage the addition and deletions of CRM, SharePoint, etc. users.
Manage the users’ security roles, business units, teams, queues, etc.
Develop knowledge of CRM application quickly to utilize application effectively in stakeholder environment.
Actively identify and seek improvements to application and process and work through to finality with the CRM customization team and the CRM development team.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Integrity and Ethics
Student and Customer Oriented
Communication
Action Oriented/Problem Solving
Self-Leadership
Professionalism
Ability to Learn
EDUCATION AND/OR EXPERIENCE:
Bachelor’s degree preferred, related IT certifications and/or minimum of 2 years of IT experience.
Proficient in Microsoft Office suite. Minimum of 2 years experience working in IT environment handling application support.
Ability to communicate effectively with various levels of personnel.
Ability to learn application tool and execute in application environment.
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