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Dynamics 365 Support Analyst

3 months ago

Old Toronto, Ontario, Canada SBS Corp Full time

Location: Toronto, ON - Hybrid Model

Job Overview:

We are looking for a proficient Application Support Specialist to provide exceptional technical assistance for our Dynamics 365 applications. The ideal candidate will ensure optimal functionality and user satisfaction while addressing technical inquiries and issues. This position demands strong analytical skills, effective communication, and a dedication to delivering top-notch support services to our internal clients.

Key Responsibilities:

Application Assistance:

  • Act as the primary contact for users needing help with Dynamics 365 applications, particularly Finance & Operations (F&O).
  • Promptly address support inquiries, troubleshoot problems, and offer solutions or alternatives to resolve technical challenges.
  • Guide users in navigating application features, processes, and best practices to enhance their experience with the system.
  • Support compliance audits and remediation efforts for enterprise applications in collaboration with IT SOX and IT Audit Teams.
Problem Resolution:
  • Document and monitor support tickets through our incident management system, ensuring thorough records of reported issues and resolution efforts.
  • Analyze and investigate technical problems, escalating to senior support personnel or developers as necessary to expedite resolution.
  • Follow up with users to confirm that reported issues have been satisfactorily resolved.
System Upkeep and Configuration:
  • Assist with regular system maintenance tasks, including applying updates, patches, and hotfixes to maintain the stability and security of the Dynamics 365 environment.
  • Collaborate with system administrators and developers to implement configuration adjustments, customizations, and enhancements to fulfill business needs.
Training and Documentation:
  • Create and update user documentation, training resources, and knowledge base articles to facilitate self-service and end-user training initiatives.
  • Conduct training sessions and workshops for new users or existing users on new features, functionalities, and best practices related to Dynamics 365 applications.
Qualifications:
  • A post-secondary degree in Computer Science, Information Systems, or a related field.
  • 3+ years of experience in configuring, supporting, customizing, and managing Microsoft Dynamics AX or D365 F&O.
  • Familiarity with compliance and governance frameworks (SOX preferred).
  • Preferred industry certifications include Microsoft certifications in Dynamics 365 F&O (e.g., MB-300, MB-310, MB-320, MB-900, MB-700).
Skills and Attributes:
  • 3+ years of direct experience supporting enterprise applications.
  • Extensive knowledge of the Microsoft technology stack.
  • Experience in supporting applications within Discrete Manufacturing or Retail sectors.
  • Understanding of accounting principles is advantageous.
  • Familiarity with the ITIL framework and related support processes.
  • Ability to collaborate with third-party vendors, partners, and other technical resources to resolve user issues.
  • Comprehension of end-user needs and requirements.
  • Strong organizational, writing, interpersonal, and communication skills.
  • Exceptional attention to detail and a commitment to accuracy.
  • A collaborative team player who fosters strong relationships based on trust and integrity.
  • Creative and adaptable in a fast-paced environment with frequent changes.
  • Embraces continuous improvement by suggesting innovative approaches.
  • Ability to work effectively under pressure and manage multiple tasks efficiently.