Looking for a Microsoft Dynamics 365 Finance & Operations professional with 8–10 years of experience to provide Tier 2 application support, troubleshoot ERP issues, perform technical analysis, and implement system changes. The role involves managing incidents, deploying enhancements, ensuring SOX compliance, maintaining documentation, and collaborating with stakeholders across business units. Strong knowledge of ERP processes, SQL, ITSM tools, and problem-solving skills are required.
Duties and Responsibilities:
To deliver Tier 2 application support and to provide technical analysis on requested changes to Microsoft Dynamics 365 Finance and Operations and other business applications
Support related duties would include troubleshooting applications and software for all internal customers, such as operations, development, and other business units
Technical analysis duties would include mapping functional requirements to technical requirements to ensure all changes are implemented in accordance to established best practices
Field incoming problem tickets to resolve application and software issues (ERP)
Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders
Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved
Maintain and enhance performance of all new and existing software and applications across the organization
Identify and learn appropriate software applications used and supported by the organization
Perform preventative maintenance, including the installation of service packs, patches, hot fixes, and so on
Deploy changes to production and UAT environments with the support of the development team and perform configuration tasks in accordance with standard deployment guidelines
Take ownership of application change requests and involve the appropriate parties to see the request to completion
Ensure that supporting documentation and knowledge transfer for applications that are being supported are in place and updated regularly
Perform other duties as assigned.
SOX Requirements:
Ensure the ongoing design, execution, and effectiveness of all controls within the role's span of control
Ensure all required documentation related to underlying reports, control performance, and review steps, is complete, accurate, and updated
Identify and communicate control changes as necessary to the Global Process Owner (GPO) for review and alignment. Once approved, update the control design through the quarterly Control Design Assessment process
Accountable for controls working as designed, performed consistently, and timely to ensure financial risk is mitigated
Support management and independent testing as appropriate.
Qualifications:
Experience supporting enterprise financial/ERP systems (Microsoft D365 Finance and Operations).
8 to 10 years of experience in Dynamics platform
Baseline understanding of accounting (eg AR/AP/GL/etc) and ERP concepts (eg inventory/sales/invoices/etc) is required
Proven experience with troubleshooting principles, methodologies, and issue resolution techniques.
Knowledge of SQL and database queries, and trends in technology relating to software applications.
Experience utilizing enterprise ITSM / ticketing tool
Highly self-motivated and directed individual
Good analytical and problem-solving abilities, and the ability to absorb new ideas and concepts quickly
Ability to work in a high-pressure environment while effectively prioritizing and executing tasks
Strong researching skills on technical application issues
Ability to present ideas in a professional and user-friendly manner
Strong customer service orientation
Excellent written, oral, interpersonal, and presentation skills
Experience working in a team-oriented, collaborative environment
Relevant education in Computer Science, information systems OR equivalent work experience is an asset.
Microsoft Dynamics 365 Finance and Operations, Tier 2 Application Support, Technical Analysis, Troubleshooting, ERP, SQL, Database Queries, ITSM, Ticketing Tools, Application Deployment, Configuration Management, Preventative Maintenance, Change Management, Documentation, Knowledge Transfer, Analytical Skills, Problem-Solving, Customer Service, Team Collaboration, Presentation Skills, Accounting Concepts, ERP Concepts, High-Pressure Environment Adaptability, Research Skills, Self-Motivation, Communication Skills, Financial Controls, SOX Compliance