• First Point of Contact for core systems support ERP (D365), and other operational software.

• Serve as the primary contact for all end-users and power users needing ERP assistance.

• Access and Security Management including handling D365 user account access.

• Create tickets with internal or external support teams to resolve any issues arising.

• Performance Tracking: Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure the system's performance meets expectations.

• System Updates and Maintenance Support including D365 releases, major and minor system upgrades, and downtime for scheduled maintenance.

• Stakeholder Communication and Risk Management: Maintain regular communication with stakeholders, providing updates around the system's performance and ticket resolution.

• Collaboration and Troubleshooting: Liaise with internal technology teams and external vendors for troubleshooting and managing incidents effectively.

• Compliance and Best Practices: Ensure support processes align with organizational policies, legal standards, and best practices in IT operations.

• Ensure support processes comply with organizational policies, legal standards, and best practices in IT Operations.

Qualifications:

• The successful candidate will have the following qualifications:

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.

• Minimum of 3 years of experience in IT Support. D365 experience and relevant integrations preferred.

• Technical Expertise: Proficiency in Microsoft Dynamics 365 (D365) with a strong understanding of its modules, functionalities, and integrations.

• Ability to troubleshoot and resolve technical issues related to D365.

• Customer Support: Excellent customer service skills to provide timely and effective support to end-users. Ability to communicate technical information clearly to non-technical users. ITIL and/or incident management experience preferred.

• Problem-Solving Skills: Strong analytical and problem-solving abilities to diagnose and resolve system issues. Experience in identifying root causes and implementing solutions to prevent recurrence.

• Documentation and Training: Capability to create and maintain detailed documentation of support processes, issue resolutions, and user guides.

• Collaboration: Ability to work collaboratively with cross-functional teams, including IT, Finance, and Operations, to ensure seamless integration and support of D365 within the organization

• Strong analytical and problem-solving skills with a proactive approach to identifying and resolving issues.

• Must be flexible, work well under pressure, and readily adapt to change.

• Excellent communication and interpersonal skills, capable of working effectively with cross-functional teams.

• Comfortable working in a diverse, fast-paced environment with tight deadlines.