Job Description

Position:

Microsoft Dynamics 365 Support Analyst

Description:

• First Point of Contact for core systems support ERP (D365) and other operational software.\n• Serve as the primary contact for all end-users and power users needing ERP assistance.\n• Access and Security Management including handling D365 user account access.\n• Create tickets with internal or external support teams to resolve any issues arising.\n• Performance Tracking: Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure the system's performance meets expectations.\n• System Updates and Maintenance Support including D365 releases, major and minor system upgrades, and downtime for scheduled maintenance.\n• Stakeholder Communication and Risk Management: Maintain regular communication with stakeholders, providing updates on the system's performance and ticket resolution.\n• Collaboration and Troubleshooting: Liaise with internal technology teams and external vendors for troubleshooting and managing incidents effectively.\n• Compliance and Best Practices: Ensure support processes comply with organizational policies, legal standards, and best practices in IT operations.

Requirements:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.\n• Minimum of 3 years of experience in IT Support. D365 or incident management experience preferred.\n• Strong analytical and problem-solving abilities to diagnose and resolve system issues. Experience in identifying root causes and implementing solutions to prevent recurrence.\n• Capability to create and maintain detailed documentation of support processes, issue resolutions, and user guides.\n• Ability to work collaboratively with cross-functional teams, including IT, Finance, and Operations.\n• Must be flexible, work well under pressure, and readily adapt to change.\n• Excellent communication and interpersonal skills.\n• Comfortable working in a diverse, fast-paced environment with tight deadlines.\n• Experience with relevant integrations preferred.\n• Proficiency in Microsoft Dynamics 365 (D365) with a strong understanding of its modules, functionalities, and integrations.\n• Ability to troubleshoot and resolve technical issues related to D365.\n• Excellent customer service skills to provide timely and effective support to end-users.\n• Ability to communicate technical information clearly to non-technical users.\n• ITIL certification is a plus.

Benefits:

Job Tags

Flexible hours,

Similar Jobs