Head of Support (Dynamics 365 Community Care)

Where can a tech career at KPMG take you? 

To a place where opportunity, innovation and collaboration come together. 

Our Mid- Market & Private, Tech team is helping clients accelerate their digital transformation journeys. We work with major technology partners, cutting-edge tools and real-world industry challenges—creating meaningful careers for tech professionals who want to grow, innovate and make a difference. 

KPMG is a place where you can come as you are, learn for a lifetime and thrive as part of a global community. 

About the Community Care Team 

Our Community Care (CC) team specialises in supporting care and health providers in the disability, aged care, and community services sectors. We provide software solutions for customer management, workforce management, mobile care delivery, and claims & payments. Our solutions include tailored industry extensions for compliance with quality standards and funding rules.

We are looking for a Head of Support to lead the technical and functional support of our Dynamics 365 Community Care platform, ensuring seamless operations across multiple clients. 

This role requires deep expertise in Dynamics 365 CE (Sales, Customer Service, and Field Service), strong technical development capability, and proven experience managing end-to-end support processes, integrations, and deployment. The key objective is to ensure high-quality support delivery, maintain system stability, resolve complex issues, and guide continuous improvement across customer environments.  

Key Responsibility  

• Act as the primary escalation point for complex technical and functional issues across all supported customers.  
• Troubleshoot and resolve issues independently across Dynamics 365 CE, Azure, and the Power Platform, including plugins, JavaScript, Power Automate, integrations, and data integrity problems.  
• Provide best practice guidance on the effective use of the Community Care platform and related Dynamics 365 CE capabilities (Sales, Customer Service, Field Service).  
• Manage and prioritise ServiceNow tickets to ensure timely, high quality support outcomes and maintain strong customer relationships.  
• Lead and support customer administrators, support analysts, and technical resources to uplift capability and ensure alignment with service level expectations.  
• Diagnose end to end issues across integrated systems and design practical technical solutions using broad Microsoft stack expertise.  
• Analyse business requirements, contribute to solution design workshops, and prepare functional specifications and knowledge base content.  
• Support Azure based integrations, including Function Apps, Logic Apps, and Service Bus, and collaborate with the Product team on platform dependencies.  
• Manage ALM processes and deployments using Azure DevOps, performing root cause analysis and ensuring adherence to governance and release standards.  
• Maintain technical documentation, runbooks, SOPs, and customer specific environment overviews, and support knowledge transfer to internal teams. 

What Makes You Extraordinary 

• Clear, confident communication with customers and internal teams. 

• Strong problemsolving skills and the ability to work independently. 

• ITIL or similar service management knowledge. 

• Adaptability and a passion for learning in a fastevolving tech environment. 

 

Your Technical Background 

• Proven Dynamics 365 CE technical and functional consulting experience. 

• Deep knowledge of Sales, Customer Service and Field Service. 

• Expertise with JavaScript, C# plugins, Business Rules and Power Automate. 

• Strong understanding of the Dynamics 365 data and security models. 

• Advanced use of XrmToolBox for diagnostics and configuration. 

• Experience managing deployments via ALM and Azure DevOps. 

• Knowledge of Azure Functions, Logic Apps and Service Bus integrations. 

• Broad Microsoft stack experience including architecture and development. 

• Relevant certifications (advantageous): PL200, PL400, PL600, AZ204, AZ900. 

KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth. 

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who’ve got your back. You’ll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you’ll take control over how you work. We’re embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.

KPMG Australia: grow with us!