D365 Support Analyst

The Dynamics 365 F&O Support Analyst oversees and ensures timely delivery of quality functional and technical support services to the end users of Dynamics 365 Finance and Operations, in concert with our internal IT Helpdesk team. This position will be responsible for engaging with staff and business partners to ensure that D365 Finance and Operations meets and exceeds expectations regarding requirements, performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

Project Location(s): Atlanta, GA
Compensation: $75,000 - $85,000

DUTIES

  • Oversee, manage, and coordinate all requests, incidents, and problems that are logged in our ticketing management system
  • Serve as point person on all urgent, escalated, and complicated support issues
  • Manage all escalation processes with all parties involved
  • Determine root cause of issues and communicate appropriately to all parties involved
  • Assist in case transfer between internal information systems team and IT teams
  • Create weekly, monthly, and quarterly reports based on KPI’s and SLA’s
  • Ensure our Service Desk system is the single source of truth for all logged cases
  • Review and improve ticket resolution processes
  • Monitor and manage case queue
  • Advise management on situations that may require additional client support or escalation
  • Manage process for communicating outage/emergency activities to the organization
  • Manage ISV relationships as it depends on daily operational needs
  • Review survey feedback to improve services, tools, and support experience

REQUIREMENTS

  • 1-3 years of experience providing support and troubleshooting in Microsoft AX or Microsoft D365, preferred
  • Exceptional communication skills in the English language
  • Previous experience documenting business processes – Visio, process diagram, etc.
  • Previous experience working on business process improvements
  • Must be a self-starter and be able to work independently
  • Excellent verbal/written communication & data presentation skills, including an ability to effectively communicate with both business and technical teams and develop clear, thoughtful, and comprehensive analyses
  • Previous experience training users in D365
  • Previous experience with transactional posting
  • Proven knowledge of formal problem solving and root cause analysis techniques

Ready for your next career move?

If you feel you have what it takes to fulfill this position, submit your resume today!

“Eren has been one of the most resourceful and genuine people to assist me in advancing in my career. I would confidently recommend her to anyone that may have an interest in utilizing her services.”

K. Johnson
Business Development Representative