ERP & Application Support Specialist

Summary: The Systems Support Specialist will be responsible for hands-on support, solutions, and expertise to the ERP end-users within all modules of D365F&O and its applications.

Essential Duties & Responsibilities:

• Provide comprehensive global support for D365 F&O and the application layer.
• Responsibilities will include day-to-day support, creating business process documentation (specifications, current how-to guides, and training materials), conducting user training, and providing implementation support as required.
• Engage in project assignments or special initiatives, collaborating closely with the ERP implementation team.
• Monitor the ERP support queue, ensuring that cases progress through the support process promptly and are escalated as needed for faster resolution.
• Collaborate closely with regional functional key users and IT technical peers to address local regulations and localizations.
• Proactively identify and investigate system issues, provide resolutions, and follow up with end users.
• Escalates more complex problems to Tier 3 and Tier 4 regional support groups when needed.
• Address issues by clarifying user questions or concerns, identifying the root cause of the problem, selecting and explaining the optimal solution for resolution, expediting necessary corrections or adjustments, and ensuring follow-up to achieve full resolution.
• Deliver remote, classroom, and one-on-one ERP and application end-user trainings as required.
• Take proactive steps to enhance existing support procedures, processes, and tools.
• Contribute to the support knowledgebase.
• Work closely with regional ERP teams on onboarding and train new ERP support team members as needed.
• Cultivate and exemplify an inclusive workplace that fosters opportunity, serves others, builds trust, encourages innovation, and consistently exceeds expectations.
• Perform any additional duties and responsibilities as directed by the Global ERP Support Director.

Qualifications:

• Bachelor’s degree in Business, Accounting or related field.
• 2+ years’ technology experience in the functional area assigned Microsoft Dynamics ERP D365 and applications.
• Previous experience in large-scale ERP implementations, particularly with Microsoft Dynamics D365 or other ERP solutions.
• Strategic thinker, understanding the importance of connecting different process areas together, and can collaborate with both business and IT stakeholders.
• Superior analytical skills and attention to detail.
• Ability to analyze and problem solve complex issues.
• ERP Certification is a plus.
• Must have strong analytical, presentation, and communication skills.
• Travel requirement of up to 10% domestic and international.
• Fluent in English, multi-lingual a plus.

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