Applications Support Analyst

• Analysis, Incidents, Requests, Problem Management & Change Management.
• Understanding of an issue and interaction with the customer to manage expectations and resolve issues.
• Help coordinate activities between other members of the application support team where necessary to get to a resolution.
• Participate in knowledge transfer to the service desk and customer where necessary.
• Conduct training sessions and produce or update user documentation for first line support.
• Update and inform the customer of any knowledge or process gaps to educate and reduce repeat tickets, prepare data for prescriptive and predictive modelling.
• ServiceNow application queue management; assign and monitor incidents and requests in the ServiceNow system.
• Ensure ticket SLA's are adhered to in the queue, and update the business accordingly if delayed, actively chase closure of tickets.
• Participate in the change request process and monitor priority changes closely and represent them at CAB meetings as required, ensuring complete change plans are in place, along with backout plans and documentation.
• Ensure that security policies are adhered to across all platforms.
• Raise and follow up on tickets with support and product vendors, ensure the latest updates and communications are documented, and track progress until closure. Perform a Root Cause Analysis (RCA) where required.

• D365 Customer Engagement (CE): Have a good understanding of the application, Sales, Project Operations and Customer Service and integrations and add-ins such as Click Dimensions and Sales Navigator, the underlying platform architecture and UAT, Test, DevOps and deployment mechanisms. To be able to resolve, coordinate, triage, escalate and manage associated incidents.
• D365 Finance & Operations: Have a good understanding of the application to be able to resolve, coordinate, triage, escalate and manage associated incidents. Participate in knowledge learning around the technical and functional aspects to gain understanding of the configuration and processes that drive incident tickets, an understanding of related integrations and data traversal between systems and databases, test management processes and requirements, general support of workflows and security roles and organisational assignments.
• D365 HR: Knowledge of application setup, data platform and specific user functions such as export to excel for payroll applications, leave and absence and performance management processes to be able to resolve, coordinate, triage, escalate and manage associated incidents.
• Power Platform: Engaged in the understanding of Power Automate, Power Apps as required to be able to triage resolve and escalate incident tickets, be involved in training in these areas as required.
• Data and Reporting: Work with the data management team, help them to understand the nature and location of enterprise application data such as data lake, blob storage Gen 2, assist reporting requests as required on application data reports.
• Involvement in feature release, testing and deployment on all applications.
• Assist in Lifecycle management activities regarding building, configuring, maintaining and decommissioning of the business applications and related integration layers.

• Minimum 3 years' experience in Support and change management functions for Microsoft and other products
• D365 Customer Engagement (preferred) OR D365 Finance & Operations and SharePoint
• MS SQL DB Administration (Data Lake, Dataverse)

• Integration and ETL (Data Factory)
• DevOps build and release processes
• Good interpersonal skills
• Must have Dynamics 365 suite experience (at least one of CE or F&O, CE preferred)
• Understanding of the Power Platform
• In depth understanding of ERP & CRM applications
• Experience with common enterprise security protocols

• Takes responsibility to analyse the situation to provide and/or escalate the solution

• Shows initiative in work, contributing new solutions or ways of doing things

• Determines or knows field of own decision making; knows when to escalate

• Is clear, commits and delivers on what is required in the role and strives to exceed expectations
• Shows drive and determination to achieve high standards

• Communicates clearly verbally and in writing
• Plans and organises own workload, prioritising when necessary

Control Risks