Job description

Responsible for managing day-to-day technical support of our Dynamics ERP system and working closely with the AX team to provide technical and functional support services.

KEY RESPONSIBILITES:

Responsible for the technical support in Dynamics AX 2012/AX2009/D365F&O and as well as integrated third-party application interfaces.
Provide in-depth support for users remotely, via written correspondence and using Service Now support platform, to resolve Dynamics AX complex or escalated problems.
Will be required to prepare technical specification documents for customizations and bug fixes.
Ensure technical support documents are complete and fixes are delivered successfully as per the plan.
Involvement in the Release / upgrade/ implementation cycle as needed.
On-going monitoring and investigation of Dynamics AX 2012, AX2009 and D365 systems
Responsible for designing and building new custom functionality in Dynamics AX using X++ programming language.
Able to perform AX application performance tuning using AX and SQL tools
Ability to work collaboratively as part of an existing delivery team
Conduct analysis to triage the assigned issues and escalate as required
Provide research, advice and opinion regarding ERP issues and associated risks
Diagnose and resolve Dynamics problems and provide information to educate the users on resolutions in a prompt and professional manner
Aim to align response times with team SLA's delivering a consistently high quality of service
Engage with appropriate internal and external resources to resolve issues and keep users updated on progress toward resolution
Monitor, follow-up and maintain the AX support queue. Ensure that support issues are assigned, and resolutions are documented
Regularly review support log to track performance, trends, anomalies, and opportunities for improvement
Able to customize SSRS reports in Dynamics AX
Provide pre-go live and post go live end user support.
Any other reasonable duties as required by leaders in the business

CUSTOMERS

(Internal and External), all Business Units
Support and Development vendors

EDUCATION and EXPERIENCE:

Bachelor’s Degree in Information Technology or equivalent
Strong professional knowledge of Microsoft Dynamics AX2009/AX2012/D365 Technical
3+ years of hands-on experience supporting and developing Dynamics AX2009, AX2012 and D365 F&O ERP
Experience in executing all phases of support projects from designing, developing, and testing till Go-live and post go-live.
Microsoft Technical certification is preferred.
Troubleshooting system issues for users across multiple sites
Demonstrate a high degree of self-motivation, preparedness to accept responsibility, and the ability to facilitate innovative issues resolutions
Highly organized with an ability to prioritize and multitask
Excellent analytical skills and ability to make decisions
A preparedness to take the initiative and a strong desire to achieve results

SKILLS:

Strong written and oral communication skills
Ability to understand, communicate, interpret the client business processes and requirements.
Self-driven and self-motivated, ability to self-direct progress in tasks and achieving KPI’s
Systems thinking - Systems thinking often involves moving from observing events or data, to identifying patterns of behavior overtime, to surfacing the underlying structures that drive those events and patterns.
A collaborative approach works well within a team including supporting team members when needed
Solution focused, ability to identify problems and likely solutions
Desire for continuous learning, including learning from mistakes and identifying areas for improving processes
Takes responsibility for own actions, including delivering on agreed outcomes

Required profile