Job Description

What do you think of when you hear the name MNP? We are more than a prominent consulting firm in tax and accounting, we are redefining how organizations succeed in the digital age by bridging strategic vision, technical innovation, and operational execution to deliver transformative results.

Make an impact as we look to strengthen our Managed Services practice with a Support Developer who can combine CRM and Power Platform application expertise, and technical troubleshooting skills. The role acts as the bridge between operations and IT, ensuring Power Platform and D365 systems run smoothly, issues are resolved quickly, and enhancements align with business processes. You will be an integral part of the team responsible for responding to clients’ technical concerns that come in to us from our client base while adhering to service level standards. AMS Support Developer Power Platform & D365 will work Tier 1 or 2 incidents and service requests to resolution or escalate as required. The AMS Support Developer Power Platform & D365 will also work on customer enhancements to existing solutions.

At MNP Digital, our strength is our people. An investment in our people is an investment in our success. You will have the opportunity to learn from leaders in their fields, develop new skills, and cultivate new relationships to support your career goals. If you’re ready to take your career into your own hands, you’ve come to the right place.

Responsibilities

• Resolve high-urgency issues for end users and client organizations.
• Deliver strong customer service experience to clients via Phone/Chat Support.
• Provide accurate assessment of customer issues and requests.
• Accurately log customer calls and chats in Service Tickets.
• Recognition and escalation of out-of-scope issues to specialized teams.
• Collaborate with team members and team leaders to ensure fast resolution of client matters.
• Adhering to internal policies, procedures, and guidelines.
• Prompt and accurate submission of timesheets in accordance with corporate billing policies.
• ITIL-aligned processes (Incident, Problem, Request, Change management).
• Root cause analysis and known error documentation for Problem Management.
• Following SLAs, SLOs, SLTs, and prioritization guidelines in a multi-client MSP context.
• Contribute to the development of new ideas and approaches to improve work processes

Skills and Experience

• Post-secondary degree in a relevant field or 5–7 years of relevant experience.
• 3-5 Years experience implementing CRM/Case Management solutions, including 2-4 years Microsoft D365 CRM/Case Management and Power Platform.
• Previous experience working in a Managed Services environment is required.
• Technical expertise in designing, planning, configuring, or customizing Dynamics 365 for case-based solutions (e.g., customer service, grants management, licensing).
• Proficiency in developing and supporting Azure Logic Apps and Function Apps.
• Experience with Dynamics CRM configuration, customization (Plug-ins), and third-party integrations (e.g., Business Central, North52, DocuSign, ArcGIS).
• Ability to obtain security clearance to support provincial and municipal public sector clients.
• Demonstrated experience in end-to-end case management processes (e.g., application, assessment, approval, audit, analytics).
• Bilingual (French/English) both written and verbal is considered a strong asset.
• Experience working on large government projects is considered a strong asset.
• Strong communication (able to explain application support issues in non-technical terms).
• Customer service mindset with patience and empathy.
• Team player, able to collaborate with other AMS or Case Management technical resources.
• Problem-solving and analytical thinking.
• Willingness to learn and grow into Microsoft specialist roles.
• Strong time management.
• Attention to detail.
• Understanding of the importance of detailed time tracking and recording.
• Required Certifications:
• Microsoft Certified: Microsoft Power Platform Functional Consultant Associate (PL-200)
• Microsoft Certified: Power Platform Developer Associate (PL-400)
• Recommended Certification Track:
• Microsoft Certified: Power Platform Solution Architect Expert (PL-600)

MY REWARDS @ MNP

With a focus on high-potential earnings, MNP is proud to offer customized rewards that support our unique culture and a balanced lifestyle to thrive at work and outside of the office. You will be rewarded with generous base pay, vacation time, 4 paid personal days, a group pension plan with 4% matching, voluntary savings products, bonus programs, flexible benefits, mental health resources, exclusive access to perks and discounts, professional development assistance, MNP University, a flexible ‘Dress For Your Day’ environment, firm sponsored social events and more.

This is a current opportunity with a hiring range of $70,000 to $85,000 per year, depending on experience and skills.

Diversity@MNP

We embrace diversity as a core value and celebrate our differences. We believe each team member contributes unique gifts and amplifying their potential makes our business stronger. We encourage people with disabilities to apply!