IT Application Support Analyst

Provide advanced technical support for enterprise applications such as Microsoft Dynamics 365 (D365) Customer Engagement (CE) and Finance & Operations (FO) applications. Responsible for troubleshooting complex issues, configuring and optimizing system processes, and managing role-based security within the organization. Help ensure adherence to ITIL practices, including incident, problem, and change management processes. Excellent opportunity for an IT professional with experience in ERP systems and a strong understanding of security management to contribute to the efficiency and success of the organization.

Provide second-level support handling escalations from Tier I and assisting with moderately complex issues related to D365 CE and FO and other enterprise applications.
• Troubleshoot, identify, and resolve technical problems within the ERP system, ensuring minimal impact on business operations.
• Maintain role-based security within D365, ensuring users have appropriate access based on their roles and responsibilities.
• Adhere to ITIL framework and IT Service Management (ITSM) principles to manage incident, problem, and change management, ensuring a consistent and efficient approach to service delivery.
• Assist in the deployment of updates, patches, and system configurations, coordinating with other IT teams to ensure smooth system transitions.
• Conduct regular system audits and performance monitoring to proactively identify and address potential issues or inefficiencies in the ERP environment and other enterprise applications.
• Provide training and guidance to Tier I support and end-users on basic D365 functionality, role-based security, and best practices.
• Support ongoing improvement initiatives by offering insights into application enhancements and optimization strategies.
• Collaborate with business users and IT teams to resolve day-to-day operational challenges.
• Assist with reporting and data analysis using tools such as Power BI, Excel, and Power Query.

• A minimum of three (3) years of recent and related work experience in IT in a technical role with similar responsibilities required
• Strong familiarity with software applications and common business tools required (e.g., Microsoft Dynamics 365 CE and FO applications, Microsoft Office Suite, collaboration tools, or enterprise software).
• Post-secondary education from an accredited college/university with a concentration in Information Technology or certification from a state/nationally recognized IT technical school preferred.
• ITIL Foundation preferred
• Solid understanding of computer hardware, operating systems (Windows, Mac OS, or Linux), and network fundamentals.
• In-depth knowledge of role-based security models and how to configure and manage access within D365.
• Solid understanding of ITIL service management processes, including incident, problem, change, and release management.
• Basic knowledge of business process flows and system configurations within D365 CE and FO.
• Strong problem-solving skills and the ability to troubleshoot technical issues within enterprise applications.
• Excellent communication skills, with the ability to explain technical issues to non-technical users.
• Strong documentation skills within ticket system for managing and tracking support requests.
• Ability to work both independently and as part of a team, demonstrating flexibility and a willingness to learn.
• Basic knowledge of IT security practices and data protection principles to ensure proper system access and user roles.
• Willingness and ability to learn new software, systems, and processes quickly.
• Ability to adapt to changing priorities or workflows in a fast-paced environment.