Responsible for managing day-to-day technical support of our Dynamics ERP system and working closely with the AX team to provide technical and functional support services.

KEY RESPONSIBILITES:

• Responsible for the technical support in Dynamics AX 2012/AX2009/D365F&O and as well as integrated third-party application interfaces.
• Provide in-depth support for users remotely, via written correspondence and using Service Now support platform, to resolve Dynamics AX complex or escalated problems.
• Will be required to prepare technical specification documents for customizations and bug fixes.
• Ensure technical support documents are complete and fixes are delivered successfully as per the plan.
• Involvement in the Release / upgrade/ implementation cycle as needed.
• On-going monitoring and investigation of Dynamics AX 2012, AX2009 and D365 systems
• Responsible for designing and building new custom functionality in Dynamics AX using X++ programming language.
• Able to perform AX application performance tuning using AX and SQL tools
• Ability to work collaboratively as part of an existing delivery team
• Conduct analysis to triage the assigned issues and escalate as required
• Provide research, advice and opinion regarding ERP issues and associated risks
• Diagnose and resolve Dynamics problems and provide information to educate the users on resolutions in a prompt and professional manner
• Aim to align response times with team SLA's delivering a consistently high quality of service
• Engage with appropriate internal and external resources to resolve issues and keep users updated on progress toward resolution
• Monitor, follow-up and maintain the AX support queue. Ensure that support issues are assigned, and resolutions are documented
• Regularly review support log to track performance, trends, anomalies, and opportunities for improvement
• Able to customize SSRS reports in Dynamics AX
• Provide pre-go live and post go live end user support.
• Any other reasonable duties as required by leaders in the business

CUSTOMERS

• (Internal and External), all Business Units
• Support and Development vendors

EDUCATION and EXPERIENCE:

• Bachelor’s Degree in Information Technology or equivalent
• Strong professional knowledge of Microsoft Dynamics AX2009/AX2012/D365 Technical
• 3+ years of hands-on experience supporting and developing Dynamics AX2009, AX2012 and D365 F&O ERP
• Experience in executing all phases of support projects from designing, developing, and testing till Go-live and post go-live.
• Microsoft Technical certification is preferred.
• Troubleshooting system issues for users across multiple sites
• Demonstrate a high degree of self-motivation, preparedness to accept responsibility, and the ability to facilitate innovative issues resolutions
• Highly organized with an ability to prioritize and multitask
• Excellent analytical skills and ability to make decisions
• A preparedness to take the initiative and a strong desire to achieve results

SKILLS:

• Strong written and oral communication skills
• Ability to understand, communicate, interpret the client business processes and requirements.
• Self-driven and self-motivated, ability to self-direct progress in tasks and achieving KPI’s
• Systems thinking - Systems thinking often involves moving from observing events or data, to identifying patterns of behavior overtime, to surfacing the underlying structures that drive those events and patterns.
• A collaborative approach works well within a team including supporting team members when needed
• Solution focused, ability to identify problems and likely solutions
• Desire for continuous learning, including learning from mistakes and identifying areas for improving processes
• Takes responsibility for own actions, including delivering on agreed outcomes