Hansen Technologies (ASX: HSN) is a global software and services provider, serving energy, water/utilities, and telecommunications industries. With customers in 80+ countries, we foster collaboration across 26 global offices. From 5G advancements to renewable energy transitions, we empower customers to overcome challenges, innovate, and drive new business models.
At Hansen, we are also embedding AI enablement across our operations. From automating workflows and enhancing service delivery, to driving innovation in customer solutions, AI is shaping the next chapter of how we support our clients. With a focus on operational excellence and innovation, Hansen is using AI not just as a tool, but as a strategic enabler to deliver smarter, faster, and more resilient solutions for the future.
This is full-time onsite role based in our Pune office.
As a CRM Support Analyst, you play a pivotal role in ensuring our global Microsoft Dynamics 365 platform performs reliably every single day. Your work directly supports business continuity by preventing downtime, resolving issues quickly, and enabling teams across the organisation to operate efficiently. By maintaining platform stability and enhancing user experience, you help strengthen the systems that power our essential services.
You will also contribute to major initiatives such as the Global D365 Migration and key integrations that shape how our technology ecosystem evolves. Your insights and problem‑solving will influence process improvements, data quality, and long‑term platform optimization. In this role, the impact you create is immediate, measurable, and felt across our global operations.
- Strong hands‑on functional knowledge of Dynamics 365 CRM (Sales Hub, Service Hub, Cases, Activities, Queues, SLAs).
- Proven troubleshooting and support experience within an ITIL-driven environment.
- Solid configuration skills across CRM security roles, forms, views, dashboards, and solution basics.
- Analytical mindset with strong RCA capabilities.
- Excellent communication and stakeholder‑management skills.
- Familiarity with ITIL processes (Incident, Problem, Change).
Provide L2 functional support for Microsoft Dynamics 365, resolving issues across UI, configuration, security roles, and workflows.
Manage incidents and service requests end‑to‑end, ensuring SLAs and high service quality.
Perform root‑cause analysis, implement preventive fixes, and drive continuous improvement.
Support platform configuration, releases, deployments, and environment governance.
Maintain data integrity, assist with integrations (Power Automate, APIs, D365 F&O), and monitor system performance.
Enable users through guidance, training, and clear documentation.
Join us for a rewarding career with competitive compensation, leave entitlements, health coverage, and financial security. Enjoy work-life balance, growth, and recognition for your exceptional performance. Our team will unveil the intricacies of our benefit package during the selection process.
If you possess the desired skills and enthusiasm, please “Apply Now” via the link or visit our career page.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Visit our website at hansencx.com for more information.
Skills Required
- Hands-on functional knowledge of Dynamics 365 CRM (Sales Hub, Service Hub, Cases, Activities, Queues, SLAs)
- Proven troubleshooting and support experience within an ITIL-driven environment
- Configuration skills across CRM security roles, forms, views, dashboards, and solution basics
- Analytical mindset with strong root-cause analysis (RCA) capabilities
- Excellent communication and stakeholder-management skills
- Familiarity with ITIL processes (Incident, Problem, Change)
- Experience supporting integrations (Power Automate, APIs, Dynamics 365 F&O)
What We Do
Hansen Technologies (ASX:HSN) is a global software and services provider to the energy, water/utilities and telecommunications industries. The company currently serves more than 600 customers in over 80 countries, supported by a collaborative and diverse team that embraces the hybrid way of working. For connection and collaboration, we have more than 36 offices and development centres located around the world. Within the communications industry, 5G represents the next new frontier for our customers – that unchartered territory to create opportunities and capitalise on new business models and resulting revenue streams. In the energy sector, we are in the midst of a transition. The move to renewables and self-generated energy changes the traditional commercial model. Today, our customers are no longer in the era of supplying basic commodity services - they are in era of providing new energy services and related experiences. We help our customers traverse these challenges and opportunities and realise the next new monetisable experiences. And that is why our mission is to provide industry-specific software products and expertise that enables our customers to easily capitalise on the commercial opportunities of the evolving energy, utilities and communications markets. We make this possible by providing highly reliable, mission-critical software and specific industry expertise to help our customers more easily innovate and sell new services and market offerings, comply with changing market regulation, and power new business models in areas such as emerging sustainable energy supply, IoT, and new next-generation connected services. We aim to achieve this through long term collaboration with our customers and partners and through a global workforce of skilled professionals that embrace challenges and are committed to positive outcomes for our company, employees, customers, and the planet
