Position Overview:
TheSeniorApplication Support Engineer is responsible for supporting the D365 application users.
The position focuses on Tier1 user support in D365 CE andFnOapplications. The position act as theSecondpoint of contact for application user for any issue or challenge.
What you ll do as theSenior Application Support Engineer:
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.
- Proven experience with Dynamics 365 Finance and Operations and/or Customer Engagement, either as an end-user, support role, or developer.
- Expertise in order-to-cash (O2C) and procure-to-pay (P2P) processes, with in-depth knowledge in areas such as sales order management, pricing, finance, O2C, P2P, and tax.
- Strong troubleshooting skills, with the ability to apply learned solutions to new issues anda keenattention to detail.
- Responsible for governing the support playbook and continuously seeking improvements in automation and issue prevention.
- Capable of developing new runbooks or modifying processes based on data-driven decisions.
- Conduct quality checks on knowledge base articles for future use and ensure quality checks on ticket closure.
- Comprehensive understanding of key support metrics and KPIs.
- Intermediate to advanced SQL skills for writing queries.
- Proficientin learning business processes and application functionality.
- Good to moderate proficiency in D365 Finance and Operations and Customer Engagement modules.
- Record, resolve, and escalate support issues as necessary.
- Performdetailed Root Cause Analysis (RCA) on critical issues.
- Lead scrum meetings and deliver high-quality fixes with effective sprint planning.
Whatyou willbring to the team:
- BE/ BA/BS in Computer Science, or in any related field
- 5-9years required of experience in D365 user or as a support role.
- KnowledgeonCICD/Devops, SDLCs, QA methodologies is added advantage.
- KnowledgeonAzure ,Monitoring, Observability is added advantage.
- Fast learner and good problem-solving skills
- Good oral and written communication skills
- Ability to managemultiple usersand systems
- Team player &Considerit done mindset.
- Background in D365 F&O and CE preferred
