Dynamics 365 support analyst - united kingdom, cheltenham, gloucestershire

cheltenham hybrid erp support microsoft dynamics

your new role

the role of the erp support analyst is to provide support for microsoft dynamics 365 (d365) across multiple sites. my client is currently in the midst of an upgrade project, migrating all origin businesses over to d365 in a phased approach, due to complete in 2023.

this role works closely with my clients customers, business analysts, 3rd parties and development teams in the resolution of more complex issues and, along with colleagues, will be a point of contact, owning the communication and actioning or co-ordinating solutions to issues faced.

reporting to the erp support manager, the erp support analyst will provide support services over the phone, through e-mail, through our customer portal and in person. the analyst will be responsible for providing 2nd line solutions to issues faced by colleagues, including fault investigation, diagnosis, recommendation, testing and action or escalation whilst maintaining a high degree of customer service. they will be responsible for processing all erp service requests and adhere to all service level agreements and processes.

key responsibilities

to provide 2nd line support in a calm, professional and customer focussed manner, adhering to slas and processes for both erp platforms, including associated integrated applications

take ownership of user support, troubleshooting, fault resolution and service management; escalating incidents to other support teams where necessary.

ensure communication on progress to all stakeholders is undertaken in a timely manner.

provide ax & d365 administration duties, fixing application and system queries at administrative system level

monitor and manage erp batch job queues for issues and resolve appropriately.

application of user access rights to existing security groups and policies.

train end users on elements of dynamics ax & d365, including integrated applications

ensure erp releases/updates/change requests are tested (when requested) with minimal business impact

highlight when external technical support is required where problems cannot be resolved in-house, liaise with 3rd party suppliers to expedite resolution

to create, maintain and publish relevant support documentation in order to assist customers and the it team.

what you'll need to succeed

experience working with d365 in a support or functional business role, ideally with exposure to ax.

experience of working in a busy environment, to targets, to sla's and within timescales

previous service management experience (itil preferable)

excellent customer service skills and exceptional telephone manner

ideally a good working knowledge of finance or supply chain processes

you will need to be a team player with a calm and friendly personality and have demonstrated a commitment to service quality excellence in your career to date.

good communication skills on all levels

ability to participate and contribute successfully within a team environment

strong problem-solving, organisation and prioritisation skills

be professional, flexible, able to work under pressure and adaptable to the changing needs of the organisation

be self-motivated and have a 'can-do' attitude

willingness to continue learning and develop your technical skills

what you need to do now

if you're interested in this role, click 'apply now' to forward an up-to-date copy of your cv, or call us now.

if this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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