D365 Support Analyst

Position Summary

The D365 ServiceNow support role is responsible for assisting users with questions and problems concerning D365 daily support request. This role will be the first point of contact for D365 related issues and will be responsible for the initial triage and providing prompt resolution and/or escalation. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a proactive attitude, which will align successfully in the organization.

Key Responsibilities

• Responding to customer support queries, logged via Service Now
• Provide daily help desk support, including ticket routing and user account management (D365, email, security roles, first level user support)
• Performing timely recognition, isolation, resolution and follow-up of tickets
• Proactively Investigating Support calls and managing them through to completion
• Communicating with users and 3rd Party suppliers if needed
• Managing SLA s (Service Level Agreements)
• Follow up with customers to ensure satisfactory service
• Resolve issues while adhering to protocol and escalation proceduresQualifications

Qualifications & Experience

Required

• 3+ years of experience with Microsoft Dynamics 365 including but not limited to General Ledger, Accounts Receivable, Accounts Payable, Supply Chain, Project Management and Accounting, System Administration
• Experience with help desk support
• Understanding of D365 system administration
• Experience with Service Now ticket management

Preferred

• Strong knowledge of Microsoft Workflows & Power Automate
• Understanding of Microsoft Power Platform
• Understanding of Microsoft Power BI