Dynamics 365 Support Analyst

1 month 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 who will play a crucial role in ensuring the effective functioning of our Dynamics 365 applications. The ideal candidate will deliver Tier 2 technical support, assisting users in maximizing their use of the system. This position demands strong analytical skills, excellent communication, and a dedication to providing top-notch support services to our internal clients.

Core Responsibilities:

Application Support:

  • Act as the primary contact for users needing assistance with Dynamics 365 applications, particularly Finance & Operations (F&O).
  • Promptly address support inquiries, troubleshoot challenges, and offer solutions or alternatives to resolve technical issues.
  • Guide users in navigating application functionalities, processes, and best practices to enhance their experience with the system.
  • Assist in audit compliance reviews and remediation efforts for enterprise applications in collaboration with IT SOX and IT Audit Teams.
Issue Resolution:
  • Document and monitor support tickets using our incident management system, ensuring precise 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 are resolved satisfactorily and meet their expectations.
System Maintenance and Configuration:
  • Support routine 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 maintain 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 an asset.
  • Familiarity with the ITIL framework and related support processes.
  • Collaborate with third-party vendors, partners, and other technical resources to resolve end-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 builds strong relationships based on trust and integrity.
  • Creativity and the ability to thrive in a fast-paced environment with a high degree of change.
  • Embrace continuous improvement by suggesting new and/or better methods of operation.
  • Ability to work efficiently under pressure and effectively manage multiple tasks.

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