Enterprise Systems Support Specialist

The Enterprise Systems Support Analyst is responsible for managing Tier 1 production support activities for the Microsoft Dynamics AX and D365 CE environments. This position will partner with a team of analysts and administrators for escalation and resolution of support cases.

 Responsibilities include managing and resolving user support requests for all users in the Organization while meeting appropriate SLAs. 

 Responsibilities

• Serve as a Tier 1 point of contact and internal support for all users.
• Manage the case queues, classifying cases, prioritizing delivery teams, and ensuring cases have met minimum criteria to be worked on by the team or perform the necessary follow up to ensure completeness of information.
• Reach out to stakeholders as necessary for clarity on case requests or coordinate troubleshooting sessions as needed.
• Hands-on case resolution, including outreach and direct interaction with business teams.
• Work in conjunction with management and IT partners to help facilitate and manage overall progress of application issues or change requests.
• Elicit and analyze requirements of relevant application and project work by participating in design sessions with stakeholders, project managers, business analysts and team members.
• Identify opportunities for improvement and implement solutions to streamline and improve existing production support processes.
• Administer the Microsoft Dynamics platform including assisting with user onboarding, creating views, workflows and dashboards as needed.
• Maintain an in-depth understanding of the Microsoft Dynamics system, including updates and new features.
• Analyze and participate in the resolution of performance problems including application, database and system related issues.
• Demonstrate experience in small project management, managing third-party vendors, and results-oriented collaboration among project stakeholders.

Requirements

• Experience working with IT support ticketing systems like Jira Service Management, ServiceNow, or FreshService is desired.
• Knowledge of the MS Dynamics AX 2012 / D365 Finance and Supply Chain required.
• Knowledge of D365 Customer Engagement preferred.
• Proficient in troubleshooting complex application, integration and performance issues, conducting root cause analysis and providing solutions that minimize the impact to the business.
• Knowledge of system design, development, and implementation.
• Experience implementing and / or supporting Dynamics AX 2012 R3
• Experience in a business analysis/application support environment (or equivalent work experience) similar to Help Desk support.
• Excellent research and analytical skills including the ability to assign critical activities to the appropriate groups as well as self-diagnose problems.
• Must have effective professional verbal, written and communication skills for audiences ranging from individual contributor through executive levels.
• Effective time management, organization, and planning skills.
• Ability to establish …