Power Apps Support Analyst - 6 Months Contract

We are seeking an experienced and highly skilled Senior Power Platform Service Desk Analyst to join our growing IT support team. The ideal candidate will have a minimum of 3 years of experience in supporting Microsoft Power Platform solutions (Power Apps, Power Automate, Power BI, D365 Dashboards) in an enterprise environment. This role requires a combination of technical expertise, strong communication skills, and the ability to manage and resolve complex support requests, ensuring smooth operation of Power Platform applications and services.

Key Responsibilities:

• Service Desk Support:
  Provide high-level support for end-users experiencing issues with Power Platform tools (Power Apps, Power Automate, and Power BI), troubleshooting and resolving technical problems via various communication channels (ticketing system, email, phone, etc.).
• Incident Management:
  Effectively manage and prioritize support tickets in the Service Desk system, ensuring timely resolution. Escalate complex issues to senior technical teams or external vendors as necessary.
• Root Cause Analysis:
  Perform in-depth root cause analysis of recurring issues and collaborate with the development and engineering teams to provide long-term solutions and improvements.
• Knowledge Base Management:
  Document solutions, create user guides, and maintain an up-to-date knowledge base to empower end-users and junior analysts with self-service tools.
• Power Platform Configuration & Troubleshooting:
  Troubleshoot issues related to Power Apps, Power Automate flows, Power BI dashboards including but not limited to permissions, data connections, and performance optimisation.
• Training & Support:
  Assist in training end-users on Power Platform best practices and provide guidance on how to leverage these tools to improve business processes.
• Change Management:
  Assist in implementing changes and updates to Power Platform environments, ensuring minimal disruption to end-users. Document changes and maintain proper configurations.
• Collaboration & Communication:
  Work closely with cross-functional teams (such as Development, Operations, and Business Analysts) to identify, troubleshoot, and resolve platform issues in a timely manner.
• Performance Monitoring & Reporting:
  Monitor the performance of Power Platform applications, ensuring optimal performance. Create reports and dashboards in Power BI for stakeholders to track support metrics and identify areas for improvement.

Key Skills:

• Power Platform Expertise:
• Advanced knowledge of Microsoft Power Apps, Power Automate, and Power BI.
• Hands-on experience in building and troubleshooting Power Apps, creating complex flows in Power Automate, and developing custom Power BI reports
• Integrations Expertise:
• Strong knowledge of integrating Power Platform applications with other Microsoft 365 tools (SharePoint, Teams, OneDrive) and external systems (Dynamics 365, third-party APIs).
• Familiarity with using Power Automate connectors to automate workflows across different platforms and data sources.
• Experience with custom integration scenarios, ensuring seamless data flow between Power Platform apps and enterprise systems.
• Power Automate:
• Deep understanding of Power Automate, including creating complex workflows, approvals, and automating business processes.
• Expertise in managing case creation rules and triggers within Power Automate to automate case management and other business operations.
• Troubleshoot and optimize flows, ensuring error-free execution and performance.
• JavaScript & Customization:
• Experience with JavaScript for customizing Power Apps, enhancing user interface (UI) and functionality, and implementing advanced logic in apps.
• Knowledge of using JavaScript to interact with Power Apps forms, apply custom validations, and improve user experience.
• Ability to embed JavaScript into Power Apps forms or Power BI reports for dynamic behaviour and real-time data manipulation.
• Plugins & Custom Development:
• Experience in plugins within the Power Platform environment (especially for Power Apps and Dynamics 365) to extend functionality.
• Basic knowledge of custom plugins in C# to handle complex scenarios like custom business logic, integration, and validation.
• Case Creation Rules & Automation:
• Expertise in configuring case creation rules, auto-ticket generation, and automating case assignment and escalation using Power Automate.
• Experience in leveraging Power Automate for complex case management workflows, including approval cycles, notifications, and tracking.
• Technical Troubleshooting:
• Strong diagnostic skills in identifying and resolving platform-related issues, such as connectivity, permissions, and integration problems.
• Familiarity with debugging Power Automate flows, data integration errors, and performance optimization for Power Apps and Power BI dashboards.
• Performance Optimisation:
• Ability to monitor and improve performance of Power Platform apps and flows.
• Experience in analysing system logs, metrics, and reports to ensure smooth operation and identify optimization opportunities.
• Communication & Documentation:
• Strong verbal and written communication skills, with the ability to communicate technical concepts to non-technical stakeholders.
• Excellent documentation skills for creating user guides, knowledge base articles, and system configurations.
• Customer Service:
• Strong customer service orientation with the ability to manage end-user expectations and provide high-quality technical support.
• Ability to handle multiple priorities in a customer-facing environment.
• Problem Solving & Root Cause Analysis:
• Strong analytical and problem-solving skills, capable of conducting root cause analysis and providing solutions for recurring issues.
• Collaboration & Teamwork:
• Ability to work closely with cross-functional teams, including development, business analysts, and operations, to resolve issues and implement improvements.
• Change Management:
• Understanding of best practices and experience with change management processes.
• Experience in implementing controlled changes to Power Platform environments to minimize downtime and disruptions.
• Project Management (Optional):
• Ability to manage small to medium-sized projects, coordinating with internal stakeholders, and ensuring deliverables are met on time.

Qualifications:

• Minimum Experience:
  At least 4 years of experience in a technical support role, with at least 1 year dedicated to supporting Microsoft Power Platform products (Power Apps, Power Automate, Power BI) at a senior level.
• Technical Skills:
• Strong knowledge of Microsoft Power Platform suite (Power Apps, Power Automate, Power BI).
• Experience with Office 365 and Azure Active Directory (for managing user roles, permissions, and security).
• Understanding of Power Platform connectors, APIs, and integrations with external systems (SharePoint, Dynamics 365, etc.).
• Experience with troubleshooting data issues, UI problems, and performance issues within Power Platform tools.
• Knowledge of scripting languages like JavaScript for automation and support tasks is a plus.
• Familiarity with common service desk tools and ticketing systems (TopDesk, Jira, etc.).
• Soft Skills:
• Excellent problem-solving abilities and analytical skills.
• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical stakeholders.
• Proven ability to manage and prioritize tasks effectively in a fast-paced environment.
• Ability to work independently as well as collaborate in a team environment.
• Certifications (Preferred, but not required):
• Microsoft Certified: Power Platform Fundamentals (PL-900).