Application/Dynamics Support Analyst
Job ID
68242
Posted
30-May-2022
Service line
Corporate Segment
Role type
Full-time
Areas of Interest
Digital & Technology/Information Technology
Location(s)
Warsaw - Mazowieckie - Poland
Application/Dynamics Support Analyst
Location: Warsaw

The successful candidate will be responsible for management and resolution of service requests relating to Microsoft Dynamics. They will form part of the 2nd and 3rd line support team depending on their specific capabilities. They will work, through the service desk, to facilitate the maintenance and repair of our Microsoft Dynamics solution.

Roles and Responsibilities
Monitor and maintain the Dynamics support queue
Aim to align response times with team SLA’s delivering a consistently high quality of service
Demonstrate a working knowledge of Dynamics and supporting technology
Conduct research to fully understand assigned issues
Diagnose and resolve Dynamics problems and provide information to educate the users on resolutions in a prompt, courteous, and professional manner
Engage with appropriate internal and external resources to resolve technical issues and keep users updated on progress toward resolution
Ensure that support issues they are assigned, and resolutions are documented
Regularly review support log to track performance, trends, anomalies, and opportunities for improvement
Validate which issues require Dynamics support and request redirection of those that do not to the appropriate team
Carry out additional duties as instructed and agreed by the Dynamics support manager
In all activities, ensure timely completion of internal processes and mandatory training.
Debug issues with configuration and code specific to Dynamics AX
Identify 3rd party supplier of affected code/ configuration and direct to them for resolution
Manage resolution with 3rd parties
Provide fixes for company specific code and submit for Testing/ QA / deployment
Adaptability to support other applications like MyBuy, Cooper, Peoplesoft and integrations, with appropriate training.

Skills/Experience Required:
Working knowledge of Microsoft Dynamics AX functional capabilities centred around Finance and Project Management and accounting
Working knowledge of technical architecture of Microsoft Dynamics AX
Knowledge of ServiceNow or similar service desk solution
Some understanding of ITIL processes and their application to support
Good Written and Verbal Communication
Good presentation and demonstration skills
Ability to work under pressure and meet objectives
Problem Solving
Polish and English speaking to work in a global support team
Understanding of SQL/Oracle databases
Data manipulation, extracting, importing.
Looking at process and searching out automation through technical solutions or process change
Code deployments and DevOps experience