Our client is a captive Managed Services organization offering services to over 200 global portfolio companies of an investment firm.
The ERP Support Engineer/Business Analyst Dynamics D365 F&O, ensures the optimal use of the D365 F&O system to meet our global business and functional requirements. The incumbent will work with stakeholders and end users at the portfolio companies to meet their daily ERP support needs.
The incumbent will understand and document existing and future business requirements and processes in order to translate them into functional requirements and system specifications. The incumbent will leverage both system and functional expertise to make recommendations for best practices and assists the technical team with the implementation in the system.
Technical and relationship skills are critical to the success of Dynamics 365 for Finance and Operations solution and to the customer's perception of value. As part of a shared service team, this role will provide ongoing ERP support for users across our operating companies in the UK and the US, according to SLAs.
This role reports to the ERP Support Manager and is part of the growing ERP Team that supports users in both the UK and the US.
Responsibilities:
Requirements:
- Troubleshoot ERP user issues by working directly with the ERP support team, the local IT Team and Microsoft support as necessary to resolve issues.
- Act as the Subject Matter Expert (SME) to support finance & commercial teams on the different ERP modules through expert knowledge of the D365 F&O and related software products.
- Provide first level support for end-users, including research on various data, system, and integration issues.
- Administer Dynamics 365 F&O organization access and automate role-based access as appropriate.
- Provide application support and work with the implementation team to assist with troubleshooting and maintenance of our D365 F&O applications.
- Work with support teams, implementation teams, product teams and other stakeholders to ensure a streamlined customer experience.
- Oversee, manage, and coordinate all ERP related requests, incidents and problems that are logged in our ticketing system.
- Identify systems and system usage improvement opportunities and implement associated system enhancements (e.g.., automation of manual steps) in collaboration with the ERP team, the account managers, and the customers.
- Work closely and communicate with stakeholders and system end users in the portfolio companies to improve ERP system usage, uncovering areas for improvement in developing and implementing the ERP solution.
- Document and drive end to end business and functional requirements by working with functional unit leaders.
- Onboard new users and terminate users within system.
- Work with Global ERP Team and the Local IT team to establish support processes, procedures, and use of tools to provide seamless end-to-end ERP support to the end users.
- Perform system audit functions when needed, (i.e.., segregation of duties reporting) as well as to assist internal audit team with any of their specific system related questions.
- Be part of a team and develop your skills as you solve complex technical issues in Microsoft Dynamics 365 for Finance and Operations.
- Degree in Accounting, Information Technology, Business Administration, or related field required.
- Excellent written and verbal communication skills with ability to interact with all levels within an organization and across multiple geographies.
- Comfortable with basic ERP concepts and terminology (General ledger, Accounts payable, Accounts Receivable etc.).
- At least 6+ years of experience with Dynamics 365 Finance and Operations in a technical or functional capacity or related experience.
- Clear understanding of how Dynamics 365 Finance and Operations interact with other technologies and platforms (e.g.., Azure).
- Strong MS Office skills across PowerPoint, Excel, and Word.
- Ability to work independently as well as collaboratively with a team to meet deadlines.
- Good understanding of accounting principles.
- Participated in all stages of lifecycle of MS D365 F&O implementation projects a plus.
- Familiar with D365 F&O third-party products, such as Fastpath, SK Global's Treasury automation suite, and (Medius) AP automation process a strong plus.
- Knowledge in Microsoft SQL Server and Microsoft SQL server reporting services (SSRS) and Management reports a plus.
- Familiar with ITSM systems such as Jira Service Desk a plus.
- Experience being part of a support team and establishing and refining support processes, procedures, and tools.
- Used to operating under Service Level Agreements and driving support accordingly.
- Travel anticipated 5-10%.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.