What success looks like in this role:
Role Overview: The Senior Engineer operates as an experienced escalation point within the Dynamics 365 support model, performing structured troubleshooting, pattern recognition across incidents, and preparing high-quality escalations to L3. This role takes end-to-end ownership of complex incidents, mentors junior engineers, and actively contributes to continuous improvement of SOPs, automation, and support processes.
- 5–8 years of experience with Dynamics 365 for Commerce, CRM, and Case Management, with a good functional understanding across modules
- Investigates issues in data, workflows, and permissions beyond surface-level symptoms
- Understands data dependencies across systems and how changes ripple through integrations
- Identifies integration-related issues at a symptom level and scopes them for deeper investigation
- Works confidently in Power Platform, including Power Apps configuration and basic Power BI validation
- Mentors Associate Engineers and Engineers on platform navigation and issue triage
- Performs structured troubleshooting — validation, replication, and root-cause analysis — on complex, multi-system issues
- Recognizes patterns across incidents to flag recurring or systemic problems
- Identifies integration and dependency issues spanning Dynamics 365, Power Platform, and connected systems
- Prepares high-quality, well-documented escalations to L3 / vendor engineering teams
- Continues to refine and expand SOPs based on newly diagnosed issues
- 5+ years operating confidently as the bridge between L1 / L1.5 support and L3 / vendor engineering
- Owns complex, semi-technical and technical incidents that require deep platform knowledge
- Makes independent judgment calls on escalation necessity, reducing unnecessary handoffs
- Performs correct triage, prioritization, and routing of incidents across the support model
- Ensures full documentation of incidents, including reproduction steps, logs, and business impact
- Communicates incident status and resolution effectively with stakeholders
- 5+ years of hands-on ownership of the ServiceNow incident lifecycle, including quality assurance of tickets raised by junior team members
- Performs validations across PROD / ACC / TEST (and additional) environments with minimal guidance
- Understands basic Azure concepts and background processes relevant to Dynamics 365 hosting and integration
- Creates clear, high-quality SOPs with detailed steps, screenshots, and instructions for the wider team
- Updates the KB proactively based on new or recurring incidents
- Uses Jira to manage and prioritize a personal and team backlog of issues and improvement tasks
- Communicates confidently with stakeholders, including OpCos and cross-functional teams, on incident status and platform issues
- Manages own workload and priorities across multiple concurrent incidents
- Shows clear ownership of tasks from intake through resolution
- Actively supports and coaches less experienced engineers
- End-to-end ownership of tickets, from intake through resolution and documentation
- Visible contribution to reducing repeat incidents and improving support quality over time
- ITIL Foundation (v4 or v5) required
Nice to Have
Technical Breadth
- Microsoft Dynamics 365
- Azure
- SAP / integration platforms
Automation & Continuous Improvement
- Power Automate (JavaScript)
- Prompt engineering / coding
- Continual improvement and awareness of market best practices for this level of vendor-delivered service support, including recommended automations and leveraging AI agents for efficiencies
Certifications
- ITIL Intermediate
- PRINCE2 Agile / PRINCE2
#LI-CM1
You will be successful in this role if you have:
BA/BS degree and 4-6 years’ relevant experience OR equivalent combination of education and experience
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected]. US job seekers can find more information about Unisys’ EEO commitment here.
Skills Required
- 5-8 years of experience with Microsoft Dynamics 365 Commerce, CRM, and Case Management
- 5-8 years of structured troubleshooting and root-cause analysis for complex, multi-system issues
- 5+ years operating between L1/L1.5 support and L3 or vendor engineering
- 5+ years of hands-on ServiceNow incident lifecycle ownership
- 3-5 years of Azure environment and hosting awareness
- 5+ years using Confluence and Jira for knowledge management and backlog management
- ITIL Foundation certification, version 4 or 5
- BA/BS degree and 4-6 years of relevant experience, or equivalent combination of education and experience
- Experience with Power Platform, including Power Apps configuration and basic Power BI validation
- Experience with SAP or integration platforms
- Experience with Power Automate, JavaScript, prompt engineering, coding, or AI-agent automation
- ITIL Intermediate certification
- PRINCE2 Agile or PRINCE2 certification
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
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What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
