Dynamics 365 Support Analyst

Job summary

Are you an expert in supporting and administrating MS Dynamics 365?

The Competition and Markets Authority (CMA) is seeking a Dynamics 365 Support Analyst to provide support and technical business solutions for staff in CMA offices in London, Edinburgh, Manchester, Darlington, Belfast and Cardiff.

About the Competition and Markets Authority (CMA)

The CMA is an independent non-ministerial UK government department and is the UK’s principal competition and consumer protection authority. We help people, businesses, and the UK economy by promoting competitive markets and tackling unfair behaviour.

We provide the opportunity to work across all sectors of the UK economy, undertaking objective, evidence-based analysis that can have a direct and substantial impact on the economy and economic prosperity.

Job description

What you will do

You will play a key role in the support and development of CMA applications, will be our subject matter expert on MS Dynamics 365 and will act as the administrator. This will include taking responsibility for the administration, support and customisation of Microsoft Dynamics 365 which is the core for our Digital Case Management System (DCMS), being part Product owner and part D365 SME as we adopt a Product based approach.

* The nature of this post may require occasional flexibility to work outside of core hours, including weekends and bank holidays.

What you will need

You will have proven experience in administering Microsoft Dynamics 365, including central administration, permissions, monitoring, tracking planned Microsoft product updates

You will have a strong background in application support within Microsoft 365, including Power Platform (Power Apps, Power Automate).

You will have familiarity with case management/ticketing systems and related Microsoft 365 tools and ideally ITIL processes.

You will have strong communication skills and the ability to explain technical solutions clearly to both technical and non-technical stakeholders.

Person specification

It is essential that you can provide evidence and examples for each of the following selection criteria in your application. For tips on how to make the most your application, please have a look at our guidance document.

• Proven experience in an organisation of similar size and complexity administering Microsoft Dynamics 365, including central administration, permissions, monitoring, tracking planned Microsoft product updates and improvements to Dynamics 365 and assess any potential impact to the DCMS and remediate ahead scheduled change and service configuration. (Lead criteria)
• Strong background in application support within Microsoft 365, including Power Platform (Power Apps, Power Automate). (Lead criteria)
• Familiarity with case management/ticketing systems and related Microsoft 365 tools and ideally ITIL processes.
• Excellent problem-solving and analytical skills for troubleshooting application incidents.
• Strong communication skills, able to explain technical solutions clearly to both technical and non-technical stakeholders.
• Ability to manage multiple priorities and deliver to deadlines ideally with experience working in cross functional agile-teams.
• Knowledge and experience with SQL-based applications.

Desirable

• Understanding of Azure AD / Entra ID.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Delivering at Pace
• Making Effective Decisions
• Changing and Improving

Technical skills

We'll assess you against these technical skills during the selection process:

• Microsoft Dynamics 365 administration and support including Power Platform (Power Apps, Power Automate)
• Knowledge of SQL-based applications

Benefits

Alongside your salary of £61,300, Competition & Markets Authority contributes £17,758 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

You’ll also get:

• 25 days leave (increasing to 30 days over five years), plus 8 public holidays and an additional day off for the King’s birthday. In addition, you’ll be able to access a wide range of other types of leave as and when you need it, including generous maternity, paternity, shared parental leave and adoption options, as well as paid special leave for volunteering
• Season ticket loans, cycle to work scheme, flu vaccinations and eye tests
• Access to the Civil Service Sports & Leisure, giving discounted gym membership, high street discounts, free access to UK wide attractions and a free Tastecard
• A range of wellbeing benefits, including an employee assistance programme, flexible working options and family friendly policies, regular networking events and professional learning opportunities at work

You can read more about our benefits in our candidate pack.

Our Values

We are Ambitious and Evidence-based, and always strive for Excellence.​ We treat everyone with Respect and are Collaborative and Inclusive.​

Everything we do is underpinned by the Civil Service values: Honesty, Integrity, Impartiality and Objectivity.

You can read more about life at the CMA in our candidate pack

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.

Application and sift stage

• As part of the application process, you will be asked to complete a CV, personal statement, and an online application form. Further details about application requirements are listed on the application form.
• The selection process is noted below and will comprise of the sift (CV & application review) and interviews.
• Please note that it is essential that your personal statement is aligned to provide evidence that you have the knowledge and experience for each of the essential criteria (as included on the role profile attached and listed above under 'Person Specification') in your application. Your personal statement should be no more than 1250 words. You will first be sifted on the first two criteria points (Lead Criteria). If your application progresses to a full sift, all elements of the essential criteria listed under Person Specification will then be considered.
• We may raise the score required at sift stage to progress to interview if we receive a high number of applications and take through the highest performing candidates to the interview stage.

Interview stage

• At the CMA we apply a blended interview technique, allowing us to find out more about you and we use the Success Profiles framework assessing the Behaviours and experience (essential criteria) listed in the advert and attached role profile.
• During the interview(s) you will be asked questions based on the Technical skills, Behaviours and experience outlined in the role profile.
• A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

There will be two interview stages. The first interview will be a 30 minute Technical interview in which you will be asked questions aligned to the required technical skills.

Candidates that are successful at the first interview will be invited to a second 45-60 minute interview in which you will be asked Technical, Behaviour and Experience questions.

Timeline (the dates outlined below are indicative and may be subject to change)

• The advert closing date is 23:55pm on 14th May 2026. We are not able to accept late applications.
• The sift is scheduled to take place between 18th-22nd May 2026.
• Interviews will be held from the week commencing 1st June 2026.

Reasonable adjustments

Our recruitment process is fully inclusive and we can make adjustments to provide you with the opportunity and support to bring your best self to the recruitment process. This could include having an interview buddy, extra time at interviews/assessments, or receiving interview questions in advance. We will be happy to discuss any person-centred adjustments you’d like us to make to the process and you can contact us by emailing our dedicated mailbox at adjustments@cma.gov.uk

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Tom Skidmore
• Email : recruitment@cma.gov.uk

Recruitment team

• Email : recruitment@cma.gov.uk

Further information

If your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact Recruitment@cma.gov.uk in the first instance. If you are not satisfied with the response you receive you can contact the Civil Service Commission http://civilservicecommission.independent.gov.uk.

Attachments

Role Profile - Dynamics 365 Support Analyst Opens in new window (pdf, 222kB)