Application Support Engineer – Dynamics 365 (Customer Services Enterprise and/or Finance and Operations) – HEO

ID 3757

The Welsh Government operates name-free recruitment. The recruiting panel will not see personal information such as a candidate’s name and address during the sifting process. This policy is in line with our commitment to end bias and promote equality and diversity.

Vacancy details

Application Support Engineer – Dynamics 365 (Customer Services Enterprise and/or Finance and Operations) – HEO 

02/06/2026, 16:00 

Permanent
A starting salary of £37,111 will be offered to the successful candidate. This is not negotiable
HEO £37,111 to £45,378
Full time (applications are welcome from people who work part time, as part of a job share or who work full time)
Corporate Services and Inspectorates
DDaT & KAS
IT Services
Pan Wales

‘Pan Wales’ means the post holder can be based in any Welsh Government office, subject to business needs. Roles based outside Wales, including London, are not available unless explicitly stated in the advert.

A list of the Welsh Government’s offices can be found on www.gov.wales/welsh-government-offices. Please note it may not always be possible to accommodate a preference for a specific office location.

The post holder’s travel from their home to their assigned Welsh Government office is considered their ‘ordinary commute’ and must be done in their own time and at their own cost.

Welsh Government

The Welsh Government delivers digital services to people and business across Wales. Led by our Chief Digital Officer, the Welsh Government is increasingly delivering more services online and has a vision (outlined in the Digital Strategy for Wales) of improving the lives of everyone through collaboration, innovation and better public services. 

To achieve this vision, the Welsh Government needs specialist digital, data and technology skills across all departments in the organisation to improve the services and policies we develop for Welsh citizens. 

For more information about the benefits of making a difference with us,  please see the Employee Benefits Pack.

Team/Division Overview

With significant fresh investment and an appreciation for the difference that a strong development/support capability can make, we are looking to review and refresh our approach to the development of internal and public-facing applications, and we want to build momentum with teams focussed on delivering that capability.

At the same time, we’ve consolidated support for key corporate applications under the Chief Technology Officer and are designing a new Application Support function to ensure that we can support each platform effectively.  This function includes a team focussed on the Microsoft Dynamics 365 family of products which support a variety of corporate and inspectorate services.

Job Role

This post is mapped to the Application Operations Engineer role/level in the DDaT Profession Capability Framework. Follow the link to understand the role and the required skills.

This post will be responsible for supporting, managing, and maintaining applications across Welsh Government

The Application Support Engineer will support, maintain, and optimise the Welsh Government’s Dynamics 365 (Customer Services and/or Finance & Operations) platform and associated Power Platform components.

The postholder will ensure the availability, stability and performance of the service, working closely with delivery teams, suppliers, and business users to uphold high quality digital services.

 We are looking for people who are:

  • Customer focused with commitment to deliver high-quality, reliable services
  • Proactive problem solers who anticipate risks, identify solutions and drives improvements
  • Excellent communicators who can support end users.

Key Responsibilities

  • Provide day to day operational support for Dynamics 365 and related Power Platform applications.
  • Conduct user and security administration, configuration updates, and routine maintenance within the platform.
  • Monitor system performance, triage faults, and resolve issues efficiently, escalating where required.
  • Ensure adherence to security, data protection and governance policies.
  • Log, assess, and prioritise incidents, ensuring users receive timely and effective support.
  • Investigate recurring issues and contribute to problem resolutions, identifying preventative actions.
  • Work closely with developers, testers and suppliers to ensure smooth transitions between development and live environments.
  • Provide support and guidance to business users on Dynamics 365 functionality, best practice and optimisation.
  • Identify opportunities to improve processes, performance and service reliability.
  • Contribute to service documentation, knowledge bases and operational runbooks.
  • Work closely with internal IT colleagues, external partners, and multi‑disciplinary DDaT teams.

As a member of the Digital, Data and Technology profession in Welsh Government you will have access to a range of learning and development opportunities. 

You will have the opportunity to work on various projects and engage with colleagues at all levels from within the profession and business areas across the organisation. 

Welsh Government is supportive of your learning and development and has a range of training and opportunities available including a suite of online training, coaching and mentoring and short-term experience placements which you will be able to take advantage of depending on your learning and development needs and discussions with your line manager.

In the event of a large number of applications, an initial sift will be conducted against the lead assessment criterion: Experience 1. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

A reserve list may be held for this opportunity. Any candidate who is successful in being offered a reserve status, will remain on the reserve list for 12 months. 

Candidates who successfully demonstrate that they meet the minimum Experience Criteria will be invited to interview. You will receive a technical scenario based on criteria Technical 1 for you to prepare a response to ready for your interview. The technical scenario and instructions will be emailed to you 5 days before your interview.

This is a hybrid role with some attendance at a Welsh Government office is required. You will be required to attend an office as part of the onboarding process and to attend scheduled team meetings and or Anchor Days.

SC - Candidates applying for a role that requires SC clearance must have normally resided in the UK for a minimum of the last 5 years
1
ICTSERVICECONTROL@GOV.WALES

Welsh language requirements

3 - Welsh language skills are not essential for this post, they are however desirable and will be considered if two or more candidates receive the same score at the application or interview stage.
0 - No skills
0 - No skills
0 - No skills
0 - No skills

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

The Use of Artificial Intelligence (AI)

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 AI candidate guidance for more information on appropriate and inappropriate use.

Selection Process and Stages

Welsh Government, like all other Government Departments use Success Profiles when we recruit. For each role we consider what you will need to demonstrate to be successful. This gives us the best possible chance of finding the right person for the job. It raises performance and improves diversity and inclusivity.

The selection process and stages are:

Number of Stages:2 stage process
Stage 1Application Form
Stage 2Interview

Behaviours

We’ll assess you against these Behaviour criteria during the selection process.

Making Effective Decisions

Consult with others to ensure the potential impacts on end users have been considered.
This will be tested at stage 2: Interview

Experience

We'll assess you against the following Experience criteria during the assessment process.
Experience questions

Hands on experience with providing support for Dynamics 365 (Customer Services and/or Finance & Operations) or similar CRM systems.

This will be tested at Stage 1: Application Form
This will be tested at stage 2: Interview

Experience of providing application support services to a wide range of users

This will be tested at stage 1: Application Form
This will be tested at stage 2: Interview

Technical

We'll assess the following Technical skills during the selection process.

Incident Management (Working level): Able to identify, diagnose, and resolve application issues, and manage incidents through to closure.

This will be tested at stage 2: Interview

User Focus (Awareness to Working): - Understands user needs and can translate them into support actions and configuration improvements.

This will be tested at stage 2: Interview

Eligibility

You will be asked about your nationality and if you are legally allowed to work in the United Kingdom. This is to find out if you are eligible to apply for this vacancy. This is a requirement for working within the Civil Service. https://www.gov.uk/government/publications/nationality-rules

If you do not meet the eligibility criteria your application will not progress. If it becomes clear at a later stage in the process that you are not eligible to apply, your application may be withdrawn, or the offer retracted.

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) 
• 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

Social Model of Disability

Welsh Government has adopted the social model of disability, which recognises that barriers in society act to disable people who have impairments, or health conditions, who are neurodivergent or who use British Sign Language.

We are committed to removing barriers in the recruitment process so that all (or potential new) staff can perform at their best.

Recruitment adjustments can be made at any part of the recruitment process for candidates with an impairment or health condition, who are neurodivergent or who use British Sign Language. 

Please get in touch with DiversityInRecruitment@gov.wales to discuss adjustments for any part of the process.

Inclusive Interview Schemes

We are committed to inclusive recruitment and offer interviews to eligible candidates who meet the minimum criteria for the role through the following schemes:

Disability Confident

The Welsh Government is a Disability Confident Leader. As part of our commitment to this scheme we interview any candidate with an impairment, health condition, who is neurodivergent or who uses British Sign Language if they meet the minimum criteria for the post.

A Great Place to Work for Veterans

The Welsh Government operates the Great Place to Work for Veterans Initiative. As part of our commitment to this scheme we interview any eligible candidates who meet the minimum criteria for the post.

Redeployment Interview Scheme

Civil Service employers can offer an interview to a fair and proportionate number of civil servants who are at risk of redundancy and who meet the minimum criteria for the post
By ‘minimum criteria’ we mean that candidates must provide us with evidence in their application (and/or test) that they meet the minimum level of competence for the role - usually defined as a minimum score of 4 per criterion.

Social Partnership

In Welsh Government, the relationship between the employer and trade unions is based on social partnership. We believe our goals can best be achieved by management and trade unions working together.

Our 3 recognised trade unions are:
• PCS
• Prospect
• FDA

This relationship is underpinned by a partnership agreement. This sets out how our unions work with Welsh Government on issues such as:
• Pay
• Terms and conditions
• HR Strategy, policies and procedures
• Health, safety and well-being
• Organisational change

Our Welsh Government trade union colleagues work together to give their members a real say in the workplace. They make sure that the interests of their members are promoted and protected. They also help reduce inequalities and improve terms and conditions.

The Welsh Government has an excellent track record of working in partnership with its trade unions. We support you to join a recognised trade union, to ensure your voice is heard in the workplace. We encourage you to learn more about our trade unions, partnership working and to get involved in their work.

Benefits

All Welsh Government staff are members of the Civil Service, and as a result are eligible for:

  • Civil Service Pension Scheme
  • 31 days annual leave (pro-rated for part time)
  • training and development opportunities
  • Cycle2Work Scheme
  • Smart Working flexible working arrangement
  • Green Car Scheme (subject to availability)

If you are an active Civil Service Pension member you can continue your membership throughout your employment with us.

Recruitment principles and complaints

We recruit by merit on the basis of fair and open competition. Please see the Civil Service Commission's recruitment principles on the Commission's website.

If you feel your application has not been treated in accordance with these principles and wish to make a complaint please email complaints@gov.wales. Please ensure that you refer to the vacancy reference number.

If you are not satisfied with the response you receive from the Welsh Government, you can contact the Civil Service Commission: info@csc.gov.uk.

All applications for this vacancy must be made using our online application system.

Unless stated otherwise in the 'Other vacancy-related information for advert', the Welsh Government cannot offer Visa sponsorship. Welsh Government holds a Visa sponsorship licence, but this can only be used for certain roles and this campaign does not qualify.

Applications are welcomed from people with a diverse range of lived and professional experiences. We are actively committed to becoming an increasingly diverse organisation which represents the diverse communities we serve. There are a number of Diversity networks that staff can participate in, which include the Disability Awareness and Support Staff Network; Minority Ethnic Staff Network; Mind Matters (Mental health and well-being); PRISM (LGBTI+), Women Together and the Neurodivergence Network.

If you have an impairment which prevents you from applying online, please email our recruitment team.You can:

  • request an application pack in an alternative format
  • request a recruitment adjustment to help you submit your application

Use the 'Apply' button to submit your application. You will be asked to register if you don't have an account or sign in if you do. Registration takes a few minutes and you will need an email address.

You should check your Application Centre regularly for updates to your application.  Please also check your spam/junk folder in case any communication regarding your application and/or assessment details finds its way there. 

Once you've registered for an account and logged in, you'll be taken to the online application form. You must complete this and submit it before the deadline on the closing date. We will not consider an incomplete application form.

If you would like to apply for this vacancy in Welsh, please use the Change Language link on this page.  We welcome applications in Welsh, and applications submitted in Welsh will not be treated less favourably than applications submitted in English.

Please see the candidate guidance for more information on the recruitment process.

For information on Civil Service Success Profiles please click here.

For TS to G6 recruitment schemes: When presenting your evidence, you may find it useful to consider the expectations of the grade as set out in the Grade Description as well as the main responsibilities that are essential for the role.

This opportunity is closed to applications.